Market Overview & Trends

From basic tools to complex machinery, innovation is as old as humanity. Since 1974 introduction of Sql to 1989 Python to 1994 Java; software engineering and languages has perpetually evolved rapidly. The evolution has streamlined its focus on adaptation and migration of customer patterns / market trends. 2007 was the year when Big Data came into limelight and database management was major concern for every industry. It is that every period when integration on information technology with customer communication started materializing. Prospect.

Saas aka software as a service is more stable than past couple of years as both of its branches vertical such as could and horizontal such as CRM, LMS etc are well known to businesses. Customer interaction automation has always had businesses interest but off lately has seen light of day and is materializing at rather faster rate. Automation has its application in all aspects of businesses including operations, marketing, supply and research. With industries having more agile approach it is leveraging businesses to adapt and evolve its IT aspect. Being agile is more of a strategy than a set methodology to develop software.

As IT has grown to become the technological underpinning of today’s business, so has the number of activities for managing its various aspects.These activities can rather be named as customer lifecycle system ranging from lead integration to satisfaction indexing. Today’s digitization-driven business environment requires an agile IT that can deliver quickly.




Needs & Importance

IT practices—including and especially IT planning and portfolio management—must strive for greater integration to meet the demands of digital business. Being in era of digitization, customers have themselves expect business to have more streamlined and automated process. It has not only broaden scope of IT infrastructure but also brightened future of software engineering.

Industry Peer Pressure

Since big data has evolved from requisites to necessity; its management has equal pivotal role. Post the light bulb moment almost every brand has investment planned in IT Infrastructure. Knowing that integrative IT planning not only allows to elevate performance but also helps in having positive goodwill among market/customers. Ignorance won't be considered bliss in this very scenario as no business want to look old school or out dated.

Consider Automation

Automating service delivery processes at all possible points leads to greater efficiency which further leads to customers goodwill. For instance, automated reminder of appointments allows easy rescheduling & limits forgotten appointments. It has lot more benefits attached to it like shorter waiting periods, improvement in overall experiences. Many contend that using automation in scheduling and reminding appointments help in rise in overall turnover


More the manual work more vulnerable will be the data. Data security in every aspect holds significant importance irrespective of industry or domain. No business can withstand customer data loss or error and for ensuring its done rightly automation is required. It involves various phases including curating, studying, developing bespoken IT product that best suits requisites of industry and customer.

Customer Portfolio Management

Going by industry’s very factual saying “80:20” having an accurate portfolio streamlined with automated targeting of engagement communication sounds just right. Customer portfolio will provide brands with opportunity to focus on section that is most profitable to them. But without technology serving as a backbone none of it can actually be efficacious. Integrating technology with marketing ideas can leverage brand with more modern yet focused approach.

Creation Of utility & Optimization

With technology integration businesses can be benefited by time, place utility. Once technology integration is achieved any data can retrieved and communication can be automated irrespective of time or place. It does questions data security but with right measure and tech-security installation such chances are rare. Since all aspects of business will have IT use curating patterns and trends will be much more simpler and effective.


Minimal Redundant Data Entry

Big data being considered a significant aspect by business leaders & marketing as a whole. It surely requires a comprehensive mechanism that can not only store & process it but also automate report for analysis. This will have manual data entry be reduced to a great extent with future possibility of completely automated data management. Systems like dialer and database integration will auto populate customer data if existing therefore reducing duplication or entry every time interaction happens.

360’ View

360 view has gained popular faith in recent times leveraging businesses with more non-manipulative data. As whole process and each activity can easily be monitored and stored on real time basis, businesses have more clear and real time update of current status of their standing. From unfiltered prospect marketing to customer satisfaction indexing can be benefited with past trends.

Reduce Complexity

Complexity is never a pleasant word but it is rather believed that complex things are most effective. Contrary to above stated belief; in today's technology driven approach technology can simplify most of it and still be efficacious. With a consolidated technology solution for managing customers which includes both internal employees and external consumers.In scenarios of escalation having automation reduces the process and increases chances of achieving TAT.

Scope Of Analysis & Development

When every interaction is being stored it surely can be retrieved aiming to study customer pattern or process pattern. Cloud computing benefits brands with data being auto uploaded and retrieved at time of requirement. System focusing on customer interaction generally also includes report that by itself have mechanism to curate, analyze and provide comprehensive data.


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