INTRODUCTION
CRM today has gone beyond the realm of its original objective of customer relationship management, which involved sales, marketing and customer service to become the driving force behind strategy formulation of various companies.
The latest developments in the CRM space have enabled integrated customer management and created value by introducing agility and efficiency to businesses - Thus helping businesses not only achieve operational efficiencies i.e. reduce costs, sell more but also add value to their customers.
Modern CRM technologies focus on pain areas such as delayed response to customer queries, agent skill misuse, productivity, lack of integration in communication channels, creation of complete view of the customer, leverage customer insight etc. thus enabling businesses to foster stronger customer relationships.
TRANSITION
Thin clients are devices that can connect to the network but have very limited computing and storage capacity. Thus removing the need for Laptops / Desktop Computers or up gradation of hardware/software of the existing desktop computing environment. Even the old/obsolete machines running on earlier configurations that can hook up to the current network can be used without major issues.
Thin clients also make it possible for enterprises to shift from location centric applications to network-enabled applications and also provide complete customer satisfaction. It not only aids in security issues but also reduces the TCO. Numerous examples can be quoted from Fortune 500 organizations where benefits from transition have far exceeded initial cost of deployment of solution thus lowering TCO (Total Cost of Ownership).
Transition to Clarify thin client from Clarify thick client offers companies an excellent opportunity to manage virtual workforces, disseminate correct and meaningful information to customers at the right time/place that empower each and every customer interaction with the highest level of service satisfaction.
In today's volume driven industry, a transition from Clarify Thick Client to Clarify Thin client helps deliver a focused and differentiated client experience. A Clarify Thin Client environment enables efficient customer interactions while making it easier for a system to adapt to the rapidly changing business scenario.
FIVE MAJOR REASONS
Five major reasons for making the much talked about transition from Clarify Thick Client to Clarify Thin Client maybe understood as under:
1. DELIVER AN UNMATCHED CUSTOMER EXPERIENCE
A changeover to a Clarify Thin client environment makes it possible to integrate all capabilities essential for customer query resolution into a single application that allows dynamic support for each problem resolution stage.
The new support environment allows for incident management, configuration management as well as problem management aiding in smoothening of operations and increase in productivity of support professionals. Superior operational functionalities and the finesse to handle version upgrades put Clarify Thin Client in a unique position to deliver a distinguished customer experience.
In an era of globalization and Business Process Outsourcing, with clients and workforce distributed across the world, thin clients aid in 365 X 24 X 7 support environment from anywhere in the world without compromising on the security of the data. Thus providing clients with uninterrupted services round the clock.
2. CREATE AND CAPTURE MAXIMUM VALUE
Reduced IT support costs associated with maintenance, support, upgrade, distribution makes the system highly scalable and leads to lower TCO. It also places responsibility of upgrading application with newer patches as well as handling security issues in safer and qualified hands unlike the end user who could be a layman. At the same time end user is unaware of changes that are taking place in the system, as his/her work remains unaffected in case of a crash. Cost of productivity when a desktop/laptop crashes or when the user infects the system by opening or sending a virus can be avoided by deploying thin client. Automation of knowledge management system in thin clients also leads to improved customer interfaces that in turn lead to rapid return on investment.
3. INTEGRATED CUSTOMER MANAGEMENT
Upgrading to Clarify Thin client adds new features/functionalities to existing CRM environment while retaining all the old features, thus integrating legacy applications with new and forthcoming applications. The improved and sophisticated customer interface makes it possible to make efficient problem resolutions and reduce escalations, leading to better customer management and client satisfaction. Customers can also access their data (provided its public), without having the client installed on their machines or even while traveling, over Internet thus keeping themselves better informed about the status of their requests/problems lodged at customer helpdesk.
4. BRING AGILITY AND EFFICIENCY TO BUSINESS
Globalization and structural changes have shaken the Industry to the core. This has resulted is an ever growing need for organizations to become lean and agile. Clarify thin client aids in an organization in this goal.
Clarify Thin Client applications can be accessed from anywhere over the web using an Internet browser thus giving company representatives power of knowledge at their hands With digital convergence, any device would be capable of accessing these applications over Internet. With all the client information at their fingertips, sales force gets better equipped while in the field. Also Integration of applications and processes in an integrated environment enables high value customer servicing, thus bringing in more agility and efficiency to businesses.
5. GET A 360 deg. CUSTOMER VIEW
As the name suggests, system provides 360-degree customer view i.e. complete view of the customer, which would include Master Data, Transactional Data and Analytical data. Thus providing better/holistic information about the customer to all the stakeholders. Easy availability of this data in the hands of field personnel equips them with a powerful tool to manage operations in a better manner.
Clarify thin client customer manager is well equipped to manage customer interactions at different levels (phone, email etc.). The system allows easy customer data access, easy updation of customer data and better case information management.
Thus, for many organizations transitioning from Clarify thick client to thin client is a cost effective initiative that increases customer satisfaction and operational agility.
Top Five Reasons to Switch from Clarify Thick Client to Clarify Thin Client
