Empower Employees and Improve Customer Satisfaction Through Digital Transformation

Equip Your Team With the Tools and Information They Need to Deliver Exceptional Value to Your Customers

Despite the importance we place on customer experience, businesses still struggle to deliver a memorable or effective one. Numerous factors contribute to a winning customer experience, but one stands out: empowered employees. By embarking on a digital transformation journey, you can equip your teams with the necessary tools and information to ensure excellent customer experiences.

Reduce cost and increase time to value.

A connected and cohesive team delivers exceptional customer engagements.

Digital Transformation: Then and Now

The concept of digital transformation has evolved significantly. Previously, it was something primarily undertaken by large enterprises to make incremental improvements across various business areas, often perceived as a complex endeavor that could take months or even years to initiate.

However, advancements in IoT, AI, and cloud technologies have introduced a new approach to digital transformation—one that integrates disparate tools and technologies into a unified platform.

Moreover, digital transformation is no longer exclusive to large enterprises. Across industries, especially within professional services, digital and analytics transformations are underway. A key driving force behind these transformations? Enhancing customer outcomes.

The Intrinsic Connection Between Digital Transformation and Customer Experience

The principal beneficiaries of a digital transformation towards a unified platform approach are both your employees and your customers. Your employees benefit from a streamlined operational workflow, empowering them to deliver an enhanced customer experience.

Businesses increasingly recognize the link between digital solutions and customer service. According to a 2019 survey by McKinsey Global across 11 different industries, including retail and infrastructure, 57% of businesses were undergoing a digital transformation with the aim of improving customer outcomes.

Within the professional services sector, 56% of surveyed businesses identified customer outcomes as the primary motivation, surpassing internally-focused objectives such as reducing operational costs, increasing digital revenues, and launching new products and services.

These survey findings highlight a significant shift in business mindsets in recent years. Business leaders acknowledge that prioritizing customer outcomes is crucial; without this focus, other business objectives like revenue growth or product launches may not achieve their full potential—or may not materialize at all.

Hence, a digital solution must cater to both employees and customers. With Certinia ERP and PSA software, designed with both parties in mind, we understand what is essential for a successful digital transformation.

Digital Transformation Begins Internally

As mentioned earlier, your employees are central to your digital transformation. Without their buy-in, your digital solution won’t be effectively utilized, potentially leading to missed opportunities for customer satisfaction.

Moreover, if your solution fails to equip employees with the fundamental business capabilities required to serve customers, their buy-in becomes irrelevant. Any digital transformation should encompass all the essential business applications your organization relies on, from opportunity to sale and beyond. These include:

  • Sales and Opportunity Management
  • Configure Price Quote
  • Project Delivery
  • Ordering and Procurement
  • Inventory Management
  • Subscriptions
  • Customer Success Management
  • Services
  • Billing & Revenue Management

Each component helps streamline internal processes, thereby improving the external impact—the customer experience.

Here are the key ways that unified platform solutions like Certinia facilitate a successful digital transformation that empowers employees and enhances the overall customer experience with your brand.

Automatic Project Tracking

Immediately upon closing a services opportunity, your digital platform automatically generates a project based on a predefined template, initiating project tracking and status updates to keep deliverables on track.

Employee-to-Customer Benefit: Internal resources are allocated to specific customer needs, and project information is readily accessible to all team members, ensuring smooth project execution and timely delivery of customer expectations.

Data-Driven Alerts

Data lies at the core of your digital transformation. When data is collected from every touchpoint and transformed into alerts, your team gains valuable insights throughout the opportunity-to-cash lifecycle.

Employee-to-Customer Benefit: With intelligent, automated alerts driven by real-time data analysis, you can break down silos, eliminate delays, and reduce errors. Valuable alerts include instant detection of customer needs or jeopardy to key performance indicators (KPIs).

Customer Insights

All customer and project information is consolidated in one place, facilitating a clear understanding of profitability, cost-to-serve, and customer lifetime value across sales, services, finance, and other involved departments.

Employee-to-Customer Benefit: Anytime data access empowers your employees to collaborate effectively, make better decisions, and identify business opportunities and customer relationships, such as product renewals or sales follow-ups based on purchase history.

One Customer Record

A single source of truth for data grants immediate access to specific customer information for employees at any time, enabling them to anticipate customer needs and provide personalized service.

Employee-to-Customer Benefit: Seamless access to comprehensive customer information empowers employees to address customer inquiries promptly and proactively cater to their needs.

Personalized Workspaces

Role-based workspaces aggregate relevant information for each employee, enhancing productivity and facilitating collaboration among project teams.

Employee-to-Customer Benefit: Configurable workspaces enable project teams to track project financials and mitigate challenges, ultimately improving productivity and customer satisfaction.

Communities

Online communities foster collaboration among teams, ensuring effective sharing and exchange of project information with customers and partners, thereby enhancing transparency and customer satisfaction.

Employee-to-Customer Benefit: Customers are kept informed about project progress, milestones, and updates, fostering trust and confidence in your organization’s ability to deliver.

Same Interface, Multiple Apps

Integrated apps provide a seamless user experience, enabling deeper insights into customers and business operations, facilitating rapid responses to customer needs.

Employee-to-Customer Benefit: Seamless integration enhances operational efficiency, enabling your organization to respond effectively to customer demands.

Built-In Social Networking

Integrated apps with built-in social features enable employees to access relevant conversation threads, fostering collaboration and ensuring everyone stays informed.

Employee-to-Customer Benefit: Enhanced accessibility to information promotes a better customer experience by facilitating quick decision-making and efficient project management.

Mobility

Access to real-time information from any device ensures that employees stay connected and informed, enabling timely responses to customer needs.

Employee-to-Customer Benefit: By accessing up-to-date data and alerts on the go, teams can focus on customer opportunities and growth, improving overall customer satisfaction.

Single Sign-On

A single sign-on feature ensures secure access to multiple systems, safeguarding sensitive data and maintaining uninterrupted operations.

Employee-to-Customer Benefit: A secure system protects both company and customer data, instilling confidence in your organization’s commitment to data security.

Your company’s digital transformation presents an opportunity to enhance the core of the customer experience—your employees. By empowering your teams with the right tools, you can deliver outstanding customer service and meet increasing customer expectations. Schedule a demo to learn more about how Certinia cloud ERP and PSA software can streamline your operations and prioritize customer satisfaction on your existing Salesforce CRM.

See how Certinia solutions transform and optimize operations.