ES CUSTOMERview - Solution Overview

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Creating the Right Business Infrastructure

Customer care to remain competitive is the latest policy of service oriented institutions worldwide. Consequently, changes are being made to meet new models of profitability, customer service and market needs through improved services.

Modern Trends

In the new economy, with mergers, acquisitions and diversifications becoming predominant in the corporate cosmos, it is imperative to have a solution with an open architecture that allows for rapid change and expansion. This applies to the emergence of new business opportunities based on cutting-edge technologies in the market, as well as to the expansion into new services over time.

Several enterprises deploy a broad spectrum of business applications developed over generations. With the growing dependence on technology, enterprises are now confronting the problems of coalescing islands of information residing on disparate systems. Consequently, the enterprises are switching from standalone systems and niche applications to open systems and multiple-channel integration across business units in the enterprise. In fact, the demand for integration with various delivery channels and the need for real-time information have become crucial in today’s rapidly changing environment.

Establishing and monitoring detailed information about each customer and development of customer contact strategies are essential elements of productivity in any enterprise today. If enterprises were to productively meet the needs of demanding customers in an era of perpetual, real-time communications, they would need to invest in solutions that actively leverage corporate knowledge and effectively allocate resources. Therefore, it is absolutely critical for an enterprise to implement a comprehensive, flexible and scalable customer information system that forms the backbone of all business applications.

Evolving Business Strategies

The key strategies that services institutions have evolved revolve around the following:

Increase profitability

Improve sales and marketing campaigns

Control staffing and enhance operational efficiency

Add new delivery channels as opportunities arise

Meet customer demands for new products and services

Manage risk

Improve customer satisfaction and retention

Consolidate customer information from diverse sources

Manage customer data after mergers and acquisitions

Integrate enterprise application

The Solution

With ES CUSTOMERview, enterprises can harness the power of total customer information to ensure uniformity in the operations across business divisions.

ES CUSTOMERview solution integrates customer information across a multitude of environments in your enterprise and provides it across all touchpoints. This enables you to obtain a holistic view of the customer. As your operational foundation, ES CUSTOMERview grows with you to ensure that you get the right information where you need it, when you need it!

ES CUSTOMERview facilitates access to customer information with zero latency. This assists you in making expeditious and effective business decisions that yield sustained business growth. The solution is designed to handle the rapid and explosive expansion of business applications and delivery channels. It guarantees 24x7 system availability, transaction integrity and outstanding response times that provide you an unmatched performance.

ES CUSTOMERview solution helps you to respond better to your customer needs and achieve higher levels of operational efficiency demanded by today’s competitive environment. ES CUSTOMERview offers a plethora of customer information management features, pertinent to a service-oriented enterprise, which can be smoothly and selectively integrated into your information-processing framework.

The Approach

ES CUSTOMERview is a multi-tier application framework, with loosely coupled customer information management components, which uses best-of-breed technology to provide you with a matchless solution tailored to your requirements.

Using proven methods, ES CUSTOMERview experts collaborate with your team to architect the right solution that maps to your requirements. ES CUSTOMERview provides a rapid application development environment that customizes the solution to your requirements efficiently and effortlessly facilitating time-bound implementation of a robust solution. Tool-based generation and customization of components, interfaces and adapters realize quicker return on investment and respond rapidly to changing business conditions without any compromise on the quality of the solution.

ES CUSTOMERview solves your integration and channel delivery issues by consolidating customer information at the enterprise level. Non-invasive integration with your existing infrastructure is achieved through adapters that interface with your legacy systems and provide seamless access to the existing business processes and information.

ES CUSTOMERview offers the scalability to expand and accommodate growing numbers of integrated applications and delivery channels. The robust middleware-based architecture also ensures outstanding system performance irrespective of message volumes and transaction load. With all the heterogeneous applications integrated cohesively, the system not only becomes more manageable and flexible, but also provides a single platform to perform consistent and secure operations across disparate business applications.

At the heart of ES CUSTOMERview is a universal customer management system with a subject-oriented and expansive information repository. This complements the information residing on disparate systems made available through a judicious mixture of on-line access and data synchronization. Intelligent caching of current information ensures a 24x7 system availability of customer information even when back-end applications are not operational.

In short, ES CUSTOMERview provides you the foundation to achieve tangible integrated operational results in a short timeframe.

The Offerings

Scalability to accommodate growing numbers of integrated applications and delivery channels.

Reliability from a robust solution that enables 24x7 system availability and enterprise-wide transaction integrity.

Flexibility and Manageability through the use of proven development methodologies, templates and tools to customize and enhance the solution to your requirements.

Best of Breed Technology for interfaces that seamlessly integrate applications, at both database and process levels.

Consistency and Security through a single platform to perform operations across disparate business applications.

Zero Latency infrastructure enabling real-time information flow through integrated channels with sub-second response times, using a judicious mix of on-line access and data synchronization.

The Benefits

Full visibility of the customer’s entire relationship

Consolidated customer information from disparate back-office systems at all customer touchpoints

Fingertip access to relevant, up-to-the minute customer information, integrated across all channels

Targeted marketing to new customers and cross selling to existing customers

Faster responses to changes in the marketplace and customer requirements

A proactive method of understanding your customers and their needs

Awareness of individual customer profitability

Efficient use of time spent with customers

“Anytime, Anywhere” customer service