Microsoft Dynamics 365 delivers a whole range of business process improvements and provides business intelligence and productivity through tight integration of CRM Software and a full - fledged ERP software on the cloud.
Achieve higher availability and protect applications from datacenter failures using redundancies across availability zones.We offer serverless Kubernetes, an integrated continuous integration and continuous delivery (CI/CD) experience and enterprise-grade security.
Microsoft Azure is a growing collection of integrated cloud services that developers and IT professionals use to build, deploy, and manage applications through global network of datacenters, using the tools, applications, and frameworks of your choice.
According to Goldman Sachs new survey about the current trend in the technology industry, Microsoft is now the most common cloud services provider and gradually gaining market share against major players such as the Amazon. Lets read more about Microsoft Vs AWS
Goldman Sachs ‘ latest biannual IT Spending Survey of Chief Information Officers at large companies, first reported by CNBC, found that, while Amazon still leads cloud services in terms of overall sales and investment, Microsoft is the most popular provider and is gradually gaining market share.
More respondents reported using Azure software than Amazon Web Services (AWS) so far and the lead since the Goldman survey in December 2017 has increased. The study also reveals that more executives expect their businesses to use Azure in three years–including AWS.
Although Google and its cloud project remained a formidable third-place rival in the cloud wars, Goldman’s analysis showed that there had been a slight decrease in the momentum, as fewer people said they would use or will do so within three years.
For cloud computing proving to be a new growing phenomenon in the world of technology, this will lead to even more rivalry from big players, for example with the Pentagon JEDI (Joint Enterprise Defence Infrastructure) $10 billion contract earlier this year, where Microsoft won the Amazon offer. Wedbush analysts Daniel and Strecker Backe predicted that Microsoft and its CEO, Satya Nadella “would win the next step of the Cloud War” against Bezos and Amazon in 2020, with Azure’s success and increasing traction in the room of cloud services.
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Current state of customer-centricity in the energy & utilities industry
Customer expectations are always evolving and changing. Even in an industry as traditional as the energy and utilities industry, customers now expect seamless digital experiences akin to the standards set by the retailing, travel and hospitality industries. Due to poor customer service, unexplained price increases, and hidden costs, the energy and utilities industry is witnessing a surge in customers who are switching companies. Customers not only have increasing expectations they are also more aware of the choices they have. Under these circumstances, the energy and utilities industry need to adopt a customer-centric approach and identify ways through which they can build positive customer experiences.
Why companies in the energy and utilities industry should focus on customer experience
Customers expectations have also evolved and they now hold centre-stage under new market conditions. The key factors that have driven these changes are:
Customers are digital natives: The popularity of social media and the rise of mobile connectivity has made the customers increasingly vocal on digital. Any sentiment, positive or negative, can draw attention and reach millions within a short period.
Customers are now empowered than ever before: Customers have access to quick information and have a plethora of options available to choose from making it easy for them to switch to another company even if the experience is slightly different from what they expect.
To be successful, companies need to be obsessed about providing an exceptional customer experience. At an age where attracting and retaining new customers is turning out to be expensive for energy and utilities companies, customer centricity is proving to be the key differentiator.
A study done by Echo Managed Services found that 34% of consumers in the UK regularly switch utilities providers. This means that regions with more than one utilities company see a lot of churn and end up spending more money to attract new customers.
How energy and utilities companies can improve customer-centricity
To attain seamless customer experience and reduce churn rates, energy & utilities companies need to adopt strategies that can improve customer-centricity. Here are a few strategies that can be adopted:
1. Omnichannel Experience
Customers want more control over how they are contacted and want multiple channels to interact with the company. Identifying all possible customer touchpoints is the first step towards providing omnichannel support. Once the communication channels are identified, companies should establish consistent integration with support systems across all channels. To ensure seamless end-user experience for the customers, companies should also provide a consistent experience across all channels.
2. Integration of Social Media
Energy & Utilities Companies can leverage the power of social media to engage its customers and provide a better customer experience. A smooth digital customer experience can be attained through a comprehensive, customized and flexible social media integration strategy.
Many Energy & Utilities Companies have ventured into this space to discuss energy conservation and efficiency, customer education, branding and promotion, and to provide updates. Social media is gaining acceptance as a viable means of delivering vital communications, customer service issues and promotional offers.
By digitizing operations, energy and utilities companies can enhance operations by improving operational efficiency and customer-centricity. As customers are moving towards smart homes powered by IoT and home automation, energy companies can further enhance the digital experience by integrating and sharing data with the customers. With the help of smart meters and built-in analytics systems, energy providers can empower customers by allowing them to monitor and control their energy usage. Companies can also leverage the data collected by providing personalized insights and recommendations to their customers.
4. Adoption of Latest Technologies
Energy and utilities industry have historically been viewed as a conservative industry. However, today, we see utilities companies adopting new technologies such as smart grid solutions and Internet-of-Things (IoT). Technologies such as Big data analytics and predictive analytics will help companies to segment users to provide personalized services to their customers. With mobile apps and geolocation analytics, utilities companies can provide real-time usage, payments, value-added services and other notifications.
Adopting customer-centric technologies and understanding individual user needs is the key towards attracting and retaining customers in the energy industry. Energy and utilities companies have to ensure that they make a positive impact at every touchpoint of a customer interaction – from onboarding, to delivery and customer service.
Utilities companies are now investing more in CX teams and technologies built specially for the industry. Understanding individual customer behaviour, providing real-time updates and creating a consistent experience across multiple channels is helping companies to delight their customers. The more transparent they are with their customers, the better their chances are of retaining them.
With advanced AI-driven customer engagement features such as customer insights, customer trend analysis, 360-degree customer view and proactive multi-channel support, Smartify 365 ensures delivery of operational excellence alongside intelligent sales.
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The digital era has empowered customers more than ever before. With an entire universe of options ready to open at the tap of a fingertip, customers need much more than promo codes or coupons to be lured into buying your product or service and being loyal to you in the years to come. Meeting or retaining high levels of customer satisfaction today requires complex systems that understand customer behavior, purchase patterns, service levels, resolution times, and the like. Microsoft Dynamics 365 Customer Service Insights fits the bills with its varied features and functionalities that power seamless, end-to-end customer experiences. The tool offers insights into critical performance metrics, operational data, and emerging trends from customer service systems to help you take actions on time when they matter. Here’s unraveling three important features of Customer Service Insights that make it a must-have for businesses.
# 1 – AI-Powered Clustering Of Customer Case Topics
Grouping customer cases of the same kind can be a humongous task when performed manually. Not to mention the countless hours required to compile the data, the additional burden it places on the customer service workforce, increased costs, and a higher probability of inaccuracies or errors. Topic clustering features built into Customer Service Insights simplifies the process by using artificial intelligence and natural language processing to automatically parse case titles and determine semantically similar cases. All this without user intervention. The model also equips users with finer controls to remove common tags and prefixes from case titles, so that only the most relevant part is used for clustering.
# 2 – Out-Of-Box Dashboards
Dynamics 365 Customer Service Insights is built with a number of out-of-the-box dashboards that bring together traditional BI metrics, AI-derived topics, and KPIs. The feature helps customer service managers focus on areas that matter the most. The current version of Customer Service Insights includes dashboards for KPI Summary, New Cases, Customer Satisfaction and Resolutions. These dashboards are designed to help you identify areas of improvement through evaluation of the positive and negative impact of support cases on system performance, resolution time and agent performance, customer feedback, and system support on different channels. Each of the dashboards can be further expanded into topics and drilled down further to review how the specific case topic impacts CSAT and other key metrics. What’s more, these BI-powered dashboards are interactive and on right-clicking, provide dedicated analytics for these topics within dashboards created for them.
# 3 – Better-Together Solutions Across Customer Service
Customer Service Insights is designed to access and import case data from the Common Data Service (CDS). By default, it fetches records created by Dynamics 365. This, however, is no deterrent to businesses who are not users of the software that combines ERP and CRM under the same roof. In the absence of default data structures, the system prompts you to select the appropriate storage location for case data, thus enabling you to bring data from other case management systems use them in conjunction with Customer Service Insights, made possible by data integration capabilities within CDS.
Artificial Intelligence lies at the heart of this offering by Microsoft. Coupled with a rich set of dashboards and integration capabilities, Customer Service Insights brings to the table a holistic solution that can make a marked improvement in customer experience – one that gives a detailed picture of your customer service system while also helping you identify key areas that can have a positive impact on customer satisfaction and system performance.
Customer Service Insights has only been made generally available recently and is expected to see many more added features and integrations in the days to come.