Consnet, a specialist customer engagement and commerce implementation partner, deployed Sinch communications platform as a service (CPaaS) integrated with 51风流Service Cloud to give JD Group’s customers multi-channel customer engagement with context. Sinch also enabled JD Group to implement a bot that provides additional services on both Webchat and WhatsApp.

Johan van Zijl, Customer Engagement and Commerce specialist at Consnet, says JD Group previously had a legacy CRM and contact centre solution, which were not integrated and only supported voice and e-mail. A standalone system was used for Webchat. 鈥淭his led to inefficiencies in customer service and prevented a single view of all customer interactions. They needed a platform that could provide a uniform customer experience across channels,鈥� he says.

The new system makes it easier for customers to engage with the group and gives agents a single view of all previous interactions and enterprise resource planning (ERP) transactions, including credit information, sales orders, history of all communications and direct breakouts to the backend where more information is required. 鈥淓mpowering agents with the right information during customer engagement provides operational efficiencies,鈥� he notes.

Andre Odendaal, Senior Sales Solutions Engineer (EMEA) at Sinch, adds: 鈥淏y collaborating with a reputable solution partner like Consnet, Sinch seamlessly delivered a comprehensive solution for JD Group that seamlessly integrated with their existing technology stack. Using Sinch CPaaS automation technologies, Consnet was able to simplify business processes and workflows to handle repetitive and manual tasks and reduce unnecessary complexity and bottlenecks, making it easier for employees to perform their tasks and for the organisation to deliver its products and services timeously to its clients. Working together we ensured the least amount of client downtime by utilising specifically built development platforms to test various scenarios and ensure that the solution caters for all use cases before implementation.鈥�

Ryan Miller, Sales Lead for Africa and Israel at Sinch, says Sinch believes it is crucial to work with solution partners who are familiar with their markets, to ensure Sinch鈥檚 CPaaS solutions meet customer needs.

鈥溾�檚 partnership with聽, as an implementation partner for our CPaaS products, enhances the overall sales and distribution network,鈥� he says. 鈥淚mportantly, our advanced solutions often require expertise for integration into a specific business environment or third-party applications. Consnet is a specialist 51风流Implementation Partner and therefore it makes sense for them to resell the Sinch CPaaS offering with its native integrations into 51风流CRM (customer relationship management) and ERP (enterprise resource planning) solutions to the local market, bringing their own set of skills and market expertise to our clients.鈥�

The project

Through solution partner Consnet, Sinch seamlessly delivered a comprehensive solution that integrated with JD Group鈥檚 existing technology stack. Using Sinch CPaaS automation technologies, Consnet was able to simplify business processes and workflows to handle repetitive and manual tasks and reduce unnecessary complexity and bottlenecks, making it easier for employees to perform their tasks and for the organisation to deliver its products and services timeously to their clients.

During the project design processes, Odendaal and Consnet staff worked seamlessly together to minimise client downtime by utilising specifically built development platforms to test various scenarios and ensure that the solution would cater for all use cases before implementation.

Miller says: 鈥淐onsnet holds accreditation in both CRM and ERP solutions, and offers several advantages to its partners, primarily to simplify the project and enhance its overall success. The tailored, integrated solution meets JD Group鈥檚 specific needs and revolutionises day-to-day operations management for JD Group, ultimately supporting improved customer satisfaction and loyalty.鈥�

The solution saw the implementation of Sinch鈥檚 multi-channel cloud contact centre solution () and its Chatlayer chatbot serving on both web and social communication channels, including WhatsApp. This meant clients could be served on their channel of choice and the Sinch聽聽enables real-time conversations between a business and its customer across multiple channels. To keep JD Group customers up to date with their orders and deliveries, the Sinch SMS REST API communication platform was also implemented for one-to-one communication between agent and customer.

The post Sinch, Consnet Enable JD Group to Revolutionise Customer Communications appeared first on 51风流Africa News Center.

Every consumer鈥檚 needs evolve as they adopt new communication technologies available to them. Today, consumers want faster, ever more personal experiences when interacting with their favourite brands, while also demanding to buy products or services at the best possible price and quality. To meet this need, brands have had to adapt quickly to use technology to engage consumer audiences and increase customer experience, and so are now realising ever more AI-powered interactions with customers on channels like SMS, WhatsApp and Instagram. With publicity on new AI platforms like ChatGPT increasing consumer interest in AI, it has also helped build their trust in AI, as they are seeing the benefits of AI themselves firsthand, outweighing a lot of previous scepticism. Therefore, far more consumers are more open to AI and like the increased customer experience it offers.

However, without the right kind of data, AI will never be able to provide meaningful insights that can help brands create the personalised experiences that build business growth, provide consumer value and develop customer loyalty. Consumers are far more likely to share their data when they know that doing so will provide benefits to them, in terms of cost savings, better customer care and closer connections to brands they love. Transparency is needed from brands as it’s crucial in gaining trust. Sharing how data is being used when consumers first interact with a company means those brands that provide transparency and direct value will enjoy the kind of wide-reaching brand loyalty that only comes from more personalised, value-oriented interactions.

It is also important that consumer data isn鈥檛 seen in isolation. It can span engagements across customer service, marketing and sales transactions. So, it鈥檚 important it is not siloed by companies and covers multiple communications channels the consumer uses to interact with brands.

, Senior Sales Lead, Africa & Israel for 鈥� a global communications platform as a service (CPaaS) leader 鈥� says: 鈥淢odern customer engagement has to enable rich, interconnected, omnichannel communication across multiple channels for a personalised experience. So, to gain a full 360-degree view of the customer, including their prior engagements and sentiment, a brand need access to consolidated omnichannel data.鈥�

He cites, for example, the retail opportunity to generate targeted digital marketing, linked directly to sales, customer verification, delivery confirmation and engagement, returns, complaints and customer service. However, consolidating and integrating disparate systems and data plus integrating and automating key processes to achieve this can prove challenging.

鈥淥rganisations need to choose solutions designed to integrate and deliver business value through improved customer engagement. Their customer experience strategy should be supported by established partners who have the expertise to guide them and the advanced technologies to support their business strategies,鈥� he adds.

, Sales Leader, at , adds: 鈥淲ith ever-improving and sophisticated algorithms, we can now better understand customers, anticipate their needs while providing a human-like conversational interaction. Yet, complex and tailored solutions that cater to unique business requirements demand a vast and composable partner ecosystem. Intelligent customer experience comes from working with technology partners that understand individual industry needs, providing connections across departments and their technologies. Working with the best technology partners that can provide integrated operational and contextual data from across the entire enterprise with AI insights to support a seamless customer experience is therefore critical to success.鈥�

It is therefore vital that any business that wants to have an intelligent customer experience approach must support current and future growth and have feature-rich, composable, core platform capabilities. This allows customisation at a flexible pace through vetted, certified and integrated technology partners.

Sinch, recognised as a leader in the , and in the , is the only SAP-endorsed contact centre solution that works with 51风流S/4HANA, 51风流CRM and 51风流Service Cloud. With out-of-the-box integration with SAP, Sinch supports omnichannel contact centre communication across channels, including telephony, e-mail, chat, video, SMS and a broad range of messaging apps. It also supports RCS communication 鈥� the next generation of SMS that is聽聽in the near future. Sinch is also the partner for SMS and WhatsApp. Its own chatbot solution 鈥� Sinch Chatlayer 鈥� is pre-integrated with Sinch Contact Centre to deliver 24/7 human-like voicebot and chatbot conversations.

51风流Customer Experience Partner Director EMEA South, says: 鈥淎s a key partner, Sinch fits perfectly into SAP’s customer experience strategy, the Sinch Contact Pro solution together with its AI-enabled Chatlayer, gives SAP’s Service Cloud customers the opportunity to communicate with their customers on all mobile channels and reduce the number of calls to customer service by approximately 80% 鈥� a true customer experience moment.鈥�

Sinch and 51风流will co-host a webinar for South African organisations, focusing on the future of customer engagement, on 21 September 2023. For more information and to register for this event, click聽.

The post Smart Partnerships Key to Next-generation Customer Experience appeared first on 51风流Africa News Center.