by Michael Maoz | November 25, 2013 | Comments Off on Touching the Cloud / SaaS Third Rail: complex customer service.
The beauty of the new-age publishing process is that every word, thought and recommendation that we write for our clients on Gartner.com can be anonomously rated. Generally you hope for better than three stars – four or five are ideal, as it implies that you got their attention and they thought it was better than average. One Star is about as rare as hens’ teeth – it means you either offended someone, up-ended their holiest beliefs, or got them in trouble. And that is what I found when I looked at my newest research on the limits of Cloud Computing for complex customer service environments. Someone dropped in a “One Star.” (If you are clients, you can find the document here and judge for yourself: http://gtnr.it/IbU2rb [The Top Three Impacts of Cloud Computing for CRM Customer Service and Support]). We all learn the most from when someone finds a piece of research challenging – understanding the root issue yields great insights into what is a client’s reality. So…. Cloud for the Complex Customer Engagement Center in businesss-to-consumer…. what did I write?
For those of you who can’t access the research, here is the net of what I am saying: I have looked around the globe for a large, virtual multinational / global contact center supporting customers in a business-to-consumer setup such as global banking, telecommunications, hotel, airline, utilities, or BPO for consumer support, and come up empty-handed. I have asked businesses, I have asked outsourcers, consultancies, software vendors and fellow analysts. Everyone comes up with a reason why they believe it will eventually happen, and then point to global business-to-business, or local business to consumer outside of the complex, or works-in-progress. It is Eco’s The Island of the Day Before.
The other point I’ve made is that the hidden costs of SaaS for complex service and support are under-estimated: consistent mobile support, telephony integration, real-time integration with legacy systems, disaster recovery, customization, data cleansing, data privacy (outside of the US), consistency with social media channels (facebook, twitter, forums, communities…), training, analytics: these are routinely pushed aside as inconsequential.
Here is the challenge: it would be terrific to be found out incorrect – failing fast and often and keeping a sense of humility is what allows for change and progress. If I’ve gotten it wrong: let us know!!!
Read Complimentary Relevant Research
CIO Futures: The IT Organization in 2030
The IT domain in 2030 will evolve out of today's agile practices and professional services models. CIOs will organize a fluid arrangement...
View Relevant Webinars
Bimodal IT Is the Best Way to Deliver Application Rationalization
EDT: 9:00 a.m. | PDT: 6:00 a.m. | GMT: 13:00 Application rationalization remains a key initiative for many of CIOs. However, the way...
Category: applications business-intelligence cio cloud contact-center crm customer-centric-web innovation-and-customer-experience it-governance leadership saas-and-cloud-computing social-software strategic-planning twitter
Comments or opinions expressed on this blog are those of the individual contributors only, and do not necessarily represent the views of Gartner, Inc. or its management. Readers may copy and redistribute blog postings on other blogs, or otherwise for private, non-commercial or journalistic purposes, with attribution to Gartner. This content may not be used for any other purposes in any other formats or media. The content on this blog is provided on an "as-is" basis. Gartner shall not be liable for any damages whatsoever arising out of the content or use of this blog.