Customer Experience

Real-Time Single Customer View

Holistic, real-time customer data is key to helping organizations improve customer-centricity. However, most organizations limit themselves to assembling a single comprehensive view of the customer by using only the data they can combine easily rather than first defining what constitutes a single customer view.

Efficient customer data management not only takes into account customer information in your CRM system, but production information, order fulfillment information, service history, contractual information such as price, terms and service level, competitive information as well as current information on the customers’ social and professional networks, tastes and preferences, lifestyle and much more. Denodo Platform presents instant views of up-to-date integrated customer information with all the data you need. 

Denodo’s cost-effective and rapid deployment makes it easy for organizations to access and aggregate all such information. Unlike conventional integration tools, Denodo's Technology has the flexibility to combine all of your enterprise information and integrate it with valuable information in flat files, PDFs, emails and customer information on the web, bringing you insights not possible before. With affordable maintenance plans, Denodo will take care of all your integration needs allowing you time to focus on customer strategy, improving customer service and building better customer relationships.

 

Super-efficient Contact Center

In these tough economic times, it's harder than ever to acquire new customers and more important than ever to keep the ones you have. What makes it even more difficult is that the contact center staff deal with several applications and screens making the process of responding to a customer request time consuming, stressful and cumbersome.

The key is to move your customer service function from a reactive cost center to a proactive source of competitive differentiation that efficiently manages the customer interaction process, provides excellent customer service and seeks opportunities for upselling the company’s products and services. Denodo is an essential step in generating this kind of business value in the contact center while lowering its costs.

Denodo enables a holistic Single Customer View (SCV) which becomes a key tool in running an efficient contact center. The SCV aggregates all the relevant information and operative functions necessary during a call. Denodo takes care of accessing the various sources within the enterprise and possibly the external web data to provide all the data necessary for the SCV. Denodo eliminates unnecessary manual processing and abstracts away the complexities of corporate applications to present only the data relevant for the agent.

At Denodo, we have helped our customers achieve several benefits:

• A Single Customer View/Unified Desktop for all customer service staff. No need for a costly and time consuming CRM rewrite or a custom-coded integration program.
  • The Unified Desktop is a key tool in making available all the necessary information during the call with the customer
• Integrate seamlessly with any Computer Telephony Integration (CTI) system so that the graphical interface includes telephone pushbuttons and other similar features
• Include different sections integrated with specific information for each service (for example; billing, incidents, supply, logistics, retention)
  • Allows the agent to initiate action on any information system (for example; orders, work orders) and track these processes in real-time.
  • Allows the agent to initiate events to the CTI system
• Seamlessly coordinate access to the sources (ERPs, CRMs, other internal systems or external websites), integrating data and feeding the different sections of the SCV.

 

High Performance Customer Self-Service Portal

With Denodo, self-service automation is beginning to have a highly positive impact on the overall quality of service, as several manual tasks are automated on the self-service portal, freeing up time for service representatives to handle tasks that require personal attention. Customers get instant access to all their activity with a single sign-on.

Organizations can now integrate customer information easily and flexibly to provide more services through an intelligent and rich self-service portal. By providing better integration of customer information, Denodo is helping organizations evolve their self-service portals into more advanced and intelligent entities while lowering the cost to respond to customer issues. Denodo equips your self-service portal with rich extensive information that empowers customers and allows them to quickly serve themselves.

With Denodo, customers have been able to integrate all enterprise data from systems such as CRM, ERP, production information, billing, order fulfillment, service history, contracts, work orders and much more in real time. Denodo even federates and combines information from customer emails, incident management records etc. providing customers with up-to-date information about their account.

With Denodo, customers have been able to:

• Decrease mean time to customer case resolution
• Reduce call center traffic
• Boost customer satisfaction
• Automate several manual processes, freeing up agent time for tasks that previously required agent intervention

 

Customer Profiling

Customer profiling is one of the most important tools in determining how and where to conduct business. Organizations today have reasonable customer profiling capabilities based on internal enterprise information. But, this information is usually limited because conventional integration tools are limited in the types of data they can aggregate. Also, typical customer profiling information is based on historical data that is a few months old.

Denodo provides extensive, up-to-date and timely customer profiling information. Denodo’s ability to aggregate fragmented, but valuable, data sources outside the traditional enterprise system enrich the profiling information to enable comprehensive customer profiling information for strategic marketing (e.g. customer segmentation), tactical marketing (e.g. campaign management) as well as marketing activities across the organization.

Denodo’s superior technology federates and combines information from the web data (including social and professional networks), information in log files as well as information in emails, PDFs, Microsoft Office documents etc. to integrate with enterprise information and provide rich customer profiling information.

In summary, with Denodo, customers are guaranteed of up-to-date and enriched customer information to enable superior profiling so that you can:

• Discover new business prospects using Denodo’s customer profiling capabilities
• Grow your existing customer base with a better understanding of their demographic and behavioral characteristics
• Get a 360º view of the customer by integrating customer information on the web, customer interaction information, information in log files, information in flat files such as emails, Microsoft Office documents, PDFs etc with your enterprise information.
• Feed the marketing database for analysis and campaign management.