Obama’s Health Care Bill aims to reform the American Health Care System and provide affordable quality health care to all Americans. The Obama Care health insurance exchanges (HIX) aka Obama Care Exchanges, are State or Federal online marketplaces where residents can use the “Affordable” Insurance Exchange to buy health insurance from private health care providers. The health insurance exchange is estimated to provide up to 23 million people with affordable health insurance.
Lets take a look into the excursion that has brought an imperative alteration in the system. The bill has emerged as an enabler for states to develop access and quality while truncating the healthcare costs for all age groups.
Read more on how the Obama Care Health Insurance Exchange Schemes are made easy to implement with CRM Applications
Inflexible and intricate contact centre technology can dramatically inhibit your organization’s ability to support day to day operations and the business expansion plans, while maintaining an on premise software solution can be hectic and limiting. Cloud based contact centre technology is a quick to implement alternative that promises the flexibility needed for growth and expansion.
To bring about these benefits to your organization, you need to begin setting the stage now and locate a capable vendor who paves your way to explore opportunities and streamlines your business processes. The expertise of the vendor can reassure a profound commitment to strong partnerships and unrivalled service in your sector. The technology’s potential impact can be tapped to avail the finest functionality that is fully capable of supporting leading-edge best practices of the industry to reap the rewards such as Growth, Agility and ROI.
Why Move To The Cloud?
In the technology industry change is constant. New client? Great. New Program or product? Exciting! New contact processes for your Customer Service Representatives to learn? Challenging.
A contact centre is a smart way to tap your potential customers and bridge all sorts of communication gaps with them in an effective and satisfactory manner. But at the same time, it is quite apparent that contact centre systems are complex. They require a wide range of smooth business and communications functions and depend on multiple technology layers in order to foster the expected results. Applications and tools, often outsourced from multiple vendors require a wary execution of implementations welded with smart component configurations. A slightest of slip can be daunting for your business processes turning SLAs into a lengthy and expensive proposition. Question is how can contact centres stay competitive, capture market opportunities and scale operations whenever needed? Switching to cloud based contact centre technology has shown impressive results by effectively teaming up with today’s demanding and dynamic market environment. These virtual contact centres repeatedly cite the advantage of rapid scaling with value added resources in the cloud as a key benefit.
The common dares faced by almost every service oriented businesses are; Revenues must go up, Quality must improve, Output should meet the deadline and Costs should be kept in check. Not to ignore the task of meeting and exceeding the ever-stricter Service Level Agreement requirements.
Today’s client is aware, smart and fully convinced about the idea of solution that he expects to work out for her/him. Clients expect their CSRs to proactively help customers get precisely what they need. Agents can do that if they have organized access to the contact history, customer’s information, and other relevant information. Any miss can send the customer experience and your organization’s corporate image into a tailspin.
Flawlessly organizing each element with perfect scopes requires a number of technologies and applications to work seamlessly. Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), and Interactive Voice Response (IVR) should work effortlessly. Your organization’s Workforce Management keeps staffing levels and costs in sync, it all has to be linked with sales automation and Customer Relationship Management Solutions in most cases. Complexity steps in when the need raises its head. Custom developed plug-ins needs to be configured in the CRM implementation to make it work just perfect! A perfect implementation can promise excellent returns and win you numerous customer advocates in the market.
Internally maintaining the CRM infrastructure can keep your IT groups fully absorbed and occupied. A new program, SLA or a sales process might turn into a catastrophe if not properly attended. The resulting projects can take months and gulp unsolicited man hour effort, which further translates to missed opportunities, spoilt image and skyrocketing costs. The maintenance too can potentially be extremely prohibitive to defining and building the optimal customer experience.
Can Contact Centre Technology Help?
Yes. The technology that is fully integrated, accordingly customised, available on demand and with almost no or minimum need for hardware and software technically purges the problems discussed above
Cloud based solutions are comprehensive with state-of-the-industry functionality, fully capable of supporting leading-edge best practices. All thanks to these features that it is extremely easy to use. The largest of the implementations can be scaled up or down to match the resource or location related needs.
CRM applications actually helps the agents take advantage of improved system usability rapidly instead of waiting while the contact centre IT teams brainstorm the integrations that can be used. The applications offer solutions that are mature, up-to-date and administrator-friendly, new processes and other changes can be implemented in a matter of minutes instead of weeks or months. By eliminating the delays associated with internally managed systems contact centres can cost effectively add functionality, boost capacity, change processes and tap new opportunities. The most vital benefit that they can enjoy is maximum agent productivity and the ability to seize market opportunities that otherwise would have been missed out. The technology can be launched rapidly and is highly usable, it is ideal for organizations ready to divest on-premise software solutions.
The Cost Pro
- Basic Hardware and software needed. Therefore hardware and software investments are minimum.
- Application Experts just a call away, no need to spend on recruiting large IT forces, because once implemented the solutions are easy to administer, usually requiring less involvement from scarce IT resources, who can stay focused on core business issues instead.
- Industry’s best applications are customized as per the requirements.
- Better result analysis can lead to better performance
- Maximum productivity from Customer Service Representatives
With technology no longer an obstacle, business processes are now taking on the wheel. How will more comprehensive technical capabilities affect daily business? Pen down the present and future touch points that can be resolved by the Contact Centre Technologies. Also, analyse how greater ease of integration with IVR, plug-ins and other back-office applications might change your processes. Mapping out business processes in this way can go surprisingly quickly, and it gets everyone involved focused on delivering the right customer experience.
Hosted/Saas CRM Solutions
Customer Relationship Management (CRM) is widely implemented solution for managing a company’s interactions with its customers. A typical CRM initiative could encompass one or more of the core CRM functionalities such as i) Sales Automation, ii) Service Automation, and iii) Marketing/Campaigns. ,
There are choices of core CRM applications offered by 3rd party vendors as well as an option of in-house application development to meet your business requirements. However, the important prospect of this selection process lies in understanding your ever-changing CRM needs and transforming them into an effective and scalable solution.
NebuLogic Technologies (NebuLogic®), as fast growing and reputed System Integration brings out the solid implementation expertise to deliver best of the breed customised CRM solutions. As a system integrator and a CRM Solution provider, we provide a whole family of applications that adheres to different verticals and domains. The solutions we offer are tailored to fit industry business processes, customer strategies and success criteria for the client organization.
The offered CRM solutions predominantly focus on sales and marketing activities, customer service, and technical support. We feel privileged to have a diverse list of customers from all walks of different verticals who are contentedly using our vast experiences with implementations, post production support and maintenance services to generate leads, retain customers the company already has, and thereby reducing the costs incurred on marketing and client service.
Let’s use a magnifying lens!
NebuLogic offers sundry CRM software options for different audiences.The CRM options have applications for executives, marketing representatives, resource management, and customer relationship management. Customer relationship management products come in more than fifty different applications and propose a variety of implementation options. Following describe some of them:
- Sales: Helps sales and finance staff to find better diagnoses for flawed sales strategies. Helps create proposals and contracts, execute orders, and manage compensation, building healthy relationships with customers through effectiveness sales techniques.
- Marketing: Endows marketing professionals to efficiently plan, launch, track and analyse campaigns and compound trade promotions.
- Service: Helps user with a single platform for managing quality service across multiple delivery channels, including online self-service, contact centres and field support
- Analytics: Smart business decisions require the decision maker to update himself with all the current news and happenings in the market. To analyse market conditions, this application provides interactive solutions like custom reports, dashboards, and historical trending enables the decision-maker to discover new opportunities and identify issues before they impact the business.
- Mobile: A sales professional can feel nailed by his job if he has endless customer data list to deal with. The application offers a better user experience that connects sales professional with the customers providing productive and efficient information.
- Integration: The application helps overcome the complexities of different applications. Integrating all the information storages if helps develop an adaptable business process.
- Partner relationship management: Partners or indirect channels are important role players in the business. They are the medium for reaching every market and potential customer. The application enables companies to recruit partners and manage those relationships ensuring right partner work on the right territories and deals.
Progressively more organizations are looking forward to implement cloud and avail benefits like scalability, responsiveness and cost-effectiveness. As this is a major change, organizations have to carefully gauge the impact of the alteration to a cloud environment. This paper can guide an organization through the various stages in embracing the cloud platform; from ‘What’ to ‘What Else’ to make it a game changer for the organization. It lists the lifecycle stages, and how to sync in with the cloud adoption. The paper unfolds all the aspects that how an organization can utilize the knowledge of the Cloud Adoption Lifecycle to relay to the stage where it is currently at and explore the next stages involved.
Today, there is an ever-increasing number of companies exploring and buying Everything-as-a-Service (XaaS) – from applications to computing solutions, storage and networking power from the Cloud. But the reality is Cloud is not applicable in the same way for every organisation. It has become increasingly important for CIOs to plan and set their own Cloud vision and strategy to foster operational excellence and cost efficiencies.
Many organisations are planning to adopt the cloud platform for umpteen reasons- to achieve scalability, cost-effectiveness, dynamic and well-synchronised organisational structure and much more. However the fact cannot be ignored that technologies evolve swiftly and one needs to be cautious before moving ahead of the curve. Gartner’s report- ‘Hype Cycle for Emerging Technologies’ places Cloud Computing at the ‘Peak of Inflated Expectations’ phase (a phase that represents over-enthusiastic and unrealistic expectations from a technology). Cloud Computing is known to be in this phase since last three years. According to Gartner’s report, the next phase is the ‘Trough of Disillusionment’ (When a technology fails to meet expectations).
Organizations should make all efforts to avoid falling into this trough by carefully understanding and choosing correct aspects of Cloud Computing. Hence a systematic approach should be followed to ensure that the organizations move in the right direction right from the first step towards adopting the cloud platform. The paper discusses the cloud lifecycle which can prove a game changer in favor of the organization adopting cloud.
Cloud Adoption Lifecycle
The Cloud adoption lifecycle involves the following stages:
All these stages are explained in the following subsequent sections:
An organization should be able to able to understand the importance and need for a flexible and elastic response from IT systems as the organization grows. The organization should know if the applications and the underlying infrastructure are scalable and reliable enough to take on constantly increasing workloads and should have the ability to absorb the spikes as well as agility to quick deployment.
To address these aspects the organization should map the challenges that could pose in the future. Some of the most unavoidable aspects count for:
- Does the present delivery structure qualify to deploy IT Services at the required speed?
- Are the daily IT operations consuming extra time and diverting the team’s focus from other more important activities?
- Is the organization able to tap the 100% potential of IT?
- Are IT assets and HR assets fully utilized?
Contemplating on the above posed questions can help formulate the vision for IT which can enable business to grow rapidly. The organization must anticipate the prospective challenges and growing needs for the IT functions which can support the organization’s growth. Apart from discovering the challenges the organization, must at the same time, look out for exploring the potential methods to address the challenges and realize their growth envision.
Anticipation should not be restricted to mere challenge analysing or realizing growth indicators, rather having a discreet and serious assessment of cloud’s current maturity and adoption level across industries can raise its potential value from the standard to spectacular.
Once the Anticipate Stage results affirmative, this stage propels the organization towards the following steps:
- Understand in detail the technicalities of the cloud such as types of Clouds, what are the available cloud services, what can be the best suitable could for your organization, most reliable cloud services providers etc. Gaining knowledge for the delivery models and architecture models is crucial to understand answers to all the discussed questions. A thorough assessment into the organization’s current IT activities is also necessary before migrating to the cloud (Assessment here counts for Technical and Financial assessment).
Technical Asse ssment:
An exhaustive technical-readiness assessment of the entire IT landscape should be conducted to evaluate the readiness of the organization. Following are some of the determining elements for Technical Assessment Process. Infrastructure: Higher the percentage of virtualized environment (infrastructure & application), the readier it is to be migrated to the cloud.
Process: More complex the governance processes for deploying services and applications, change requests, regulating policies for backup and archival, auditing, monitoring, managing and agreement of SLAs, greater is the need to migrate to cloud space.
To get the nod from the decision-makers, it is imperative to conduct a comparative study of the finances (‘now’ expenses and ‘To-Be’ expenses), this should include both direct (hardware, software) and indirect costs (energy consumption, carbon footprint), Tangible (quicker deployment of services) and intangible (client satisfaction, customer advocacy) incurred in running the business environment should be considered.
This is a crucial stage in which the final decision of moving towards the cloud platform is made. The key questions to be kept in mind before architecting a strategy for cloud selection and adoption are as follows:
- With huge investments already made in the database creation, hardware, software licenses and upgrades and etc., is it wise to migrate organization’s applications to a cloud vendor OR is it advisable to have an internal private cloud?
- What are the applications best suited to be migrated and are there any risks associated with migrating them?
- Instead of utilizing in-house resources, will it be more expedient to hook up with a cloud vendor? Or would the freedom of shifting to other cloud vendor be still open in case of unsatisfactory services?
Answers to above questions may vary across organizations. In case of a start-up organization (which may lack sound financial strength to set up a dedicated IT environment to run its business) it is prudent to start operations on a cloud and consult the vendor to build cloud skills over a period of time.
A large organization (spread across the globe with a complex organization hierarchy) may not wish to swear by the cloud, due to fear of security breaches. On the other hand, it may look out for leveraging a private cloud to have a secured cloud environment.
This stage involves migrating applications to the cloud. Applications should check box following checks in this stage:
- Capability to run in virtual environments (applications whose code depends on the hardware might require recoding to fit into the virtual environments)
- Redevelopment of highly customized applications to make them compatible to software supported by the cloud (Software as a Service)
- Re-porting (hardware portability) to a cloud compatible infrastructure (IaaS)
- Testing the application before migrating it to the cloud
Once the application goes live in the cloud space, business and IT users should provide a feedback on the response of the applications. The useful feedback should be incorporated to avoid hiccups in the smooth process of cloud usage. Later, organizations can stabilize the cloud operations and monitor the performance of the cloud over a period of few weeks.
This stage ensures smooth functioning and optimum utilisation of the cloud space. To strengthen the cloud culture in the organization, training sessions may be conducted for the end users which can help them yield extra benefits from the cloud.
Depending on the kind of cloud service delivery model adopted, the roles and responsibilities for running the cloud should be clearly defined between the consumer and the provider of the cloud.
This stage is an on-going process to continuously improve, strengthen and sustain the established organizational cloud space. This should be done through meeting and improving SLA agreements, open avenues and availability to business and restructuring the cloud at a defined period of time.
To improvise upon the cloud performance, a benchmarking assessment should be done to assess the overall cloud performance. The performance can be indicated by certain parameters like Service Level Agreements, key performance indicators, maturity level of cloud services offered based on the industry benchmarks, comparative studies on current cloud offerings across the organization as per the industry norms, unit cost incurred on providing cloud services.
Cloud Computing has emerged as the next big thing in the realm of software applications, storage, hardware and platform flexibility that provides quick, efficient, scalable and economical solutions. Although Small and Medium size companies have been the early adopters of this new technology environment, the rich functionality, scalability, security and economic factors have propelled even the large corporations to embrace this new environment.
Cloud computing has become the lifeline for organizations who seek a simple, yet effective applications to deliver solutions to their compound problems. NebuLogic portrays cloud as a paradigm that enables organizations to operate more efficiently, effectively and economically.
Core CRM configurable functionalities coupled with value-added solution extensions based on NCADF® (NebuLogic Cloud Application Development Framework) can redefine the implementation of the CRM solutions and guarantee the successful deployment.
There are ample numbers of picks of Cloud Computing service providers to meet your business requirements. However, the important prospect of the service provider’s selection process lies in understanding your ever-changing business needs and transforming them into an effective and scalable solution.
NebuLogic makes you see through the clouds! We always guarantee our services to be presented in the clearest and most promising manner possible. Our implementations and support rich services have helped us to win prestige and happy clients all over the world.
Best Advantages of NCADF
NCADF® is cost effective too. Unlike traditional computing, the service condenses “Hard Costs” like cost of hardware, infrastructure, software licenses, and “Soft costs” such as IT staffing, troubleshooting, energy costs to run the servers, desktops and cooling the entire server room. We perform the complete set of tasks; from running the cloud to storing data. The need to high storage hard drives can be snubbed away as all the data is stored on our remote computer.
Breakdown of the system can cause a serious trouble because of high data recovery and system repair costs, not to ignore the data loss. The Cloud Computing application plays the game changer here! In such situations, of course the data can be operated from the remote computer any time-any place!
NCADF® can be the apt choice which solves umpteen purposes in just one go. It is the medium for getting the best performing system with the best value for money. Let’s see how:
The technology is worth embracing that fine tunes the business towards the set objectives. After all, in the arena when life is pacing at the speed of light, twenty four hours seem too precise to do the job.
Business actually needs the undivided attention of the owner, technology can be taken care of by us, then why risk energy, time and mental peace because since past fifteen years our numbers of clients have swelled significantly, the secret is we always guarantee our clients to build effective and impressive clouds for them.
Kevin, 28 yrs. old, a smart, innovative, and a self-starter man is incessantly determined to become a successful businessman. When he started his business firm he faced that same universal challenge- Investments! His inadequate bank balance was a reason to worry. He researched and found that Cloud Computing was the best option to capsize all the other challenges too! Let’s see how:
Money Matters: While highlighting yourself as an interesting bankable deal in the market (that already is so chaotic and chock-full of competitors) you may face issues like being gone unnoticed.
If a hefty share of your estimated business budget gets allocated in addressing software and hardware issues, this deal’s for you! Cloud Computing allows you to wire around those issues and links directly to the to the cloud space provider to operate, maintain and run your data. That saves a lot of headaches.
Security at parity : One of the biggest myths about Cloud Computing is that public and private clouds are a hacker’s softest targets and that we should not compromise on our security concerns. The reality is that if you plan well while choosing your cloud service provider, public or private cloud computing systems should provide better security than your applications and data currently enjoy. Installing a data and service governance approach is a good decision too.
Umpteen doubts, can that be cleared Yes, because it’s free to try! Many businesses do not realise the relative cost and effort savings in leveraging free to try cloud based business software.
Just imagine your server room vanished! No hefty investment on equipment and facilities and envision the desktop that are crash-proof and hard drives that have storage space like a Galaxy! We are sure it will help you save time as well as pressure and anxiety to chase your business targets.
Go Green The reduction in hardware and infrastructure means less energy costs for your organization. This might be envisioned as a small benefit on an individual business level. However, the cumulative effect of many organizations controlling their energy consumption can add up to a significant impact to our carbon footprint
Secret is in the ingredients!
It is imperative to understand that CRM system is definitely more than a way to style some fancy reports; it should be like a guide for helping representatives to drive profitable revenues you can boast about! The system should ease the complex processes for sales representatives and other concerned professionals to find the information they require to get their job done. Anything less than that, and it’s not really a CRM!
Does your CRM harvest you the much desired and much deserved Returns on Investment? Generating sales is one of the most formidable tasks for any organization who is not utilizing CRM to the best of its capabilities.
Optimum utilization of the CRM application can most decisively result in better sales results but at the same time optimizing sales execution for maximum return is important too.
The right ingredients
What does it take for a CRM application to be successful for the business? What are the magical intrinsic fundamentals that can get you the feeling of accomplishment through CRM? Here NebuLogic compiles some practical suggestions after earning profound experience of providing multiple CRM implementations as a service to sundry verticals. Let’s take a look at what takes it to be a successful CRM:
- Refined formal sales processes
- Right technology and tools
- Plan for continuous up gradation of the technology to be used
- A planned and progressive implementation
- Perfect alignment of project goals with company’s objectives
- Established critical success factors and their measurement systems
According to a poll, more than 60% of the CRM users have not realized a positive ROI with the application. Problem area is not the CRM system; problem actually lies in how well it has been executed. If what you are doing is not yielding positive results, perhaps it’s time to take a look at the current process and figure out the causing issues.
It is imperative to understand that CRM system is definitely more than a way to style some fancy reports; it should be like a guide for helping representatives to drive profitable revenues you can boast about!
The system should ease the complex processes for sales representatives and other concerned professionals to find the information they require to get their job done. Anything less than that, and it’s not really a CRM!
Like any luscious recipe, your sales process needs to be revisited over time and again to make sure all the ‘ingredients’ are up-to-date, easy to execute and provide best of the quality. By effective incorporation of these elements into your sales process, you can optimize your CRM so that it leaves you happy and contented!
All of us have been closely associated with Cloud Computing without realising and acknowledging it. We are Email addicts (Admit it, your work heavily depends on your Gmail or Hotmail account and you obsessively check it every 10mins), you are accustomed to video interfaces like You Tube and are dependent on Skype to video chat with your family and friends staying apart. Well, you too are Cloud user!
It’s high time to be thankful now! Let’s acknowledge some phenomenal features of the technology that can prove to be a total game changer for your business:
Penny wise pound foolish!
The most appealing reason why most business corporations rely on Cloud Computing is that it is Cost-effective. Earlier organisations used to cough out huge chunks of money on large amounts of disks and storage spaces, installing them and then upgrading them. Cloud computing has absorbed the costs that incurred on these requisites.
Usage is now just tailor-made; something that fits your needs and can be adjusted as per the peaks and troughs in demand. Smart business owners identify with the importance of fair allocation of resources, it is better to avail cloud computing services rather than buying expensive hardware and software along with the headache for their timely maintenance and up gradation.
Far away from complexities Cloud Computing is easy to understand, and easier to use. Apart from software related assistance cloud computing exposes the user to the advantages of virtually unlimited storage capacity snubbing away typical hard drives and limited servers. Cloud can stretch up itself to the level user’s demands. Data is stored in the cloud so your employees will be able to access software and data anywhere from any device that has internet connection.
Amplified Storage Capacity and Automation
Cloud Computing VS Hard Drives!
FAST (Flexibility, Agility, Scalability, timeliness)
Cloud computing is an evolution in the technology! Characteristics like Flexibility and Agility can give your employees a freedom of access. They will not be tethered to their work stations and can access data files from anywhere with a device and internet.
Cloud usage can be scaled up or down on as needed basis and allows you to avail pay-as-you-go option. Earlier making changes to your service was an arduous task, Cloud can accomplish the task within minutes.
Time to time software up gradation makes your cloud updated with the latest fluctuating technology trends.
Trimmed organization, healthy organization!
Cloud Computing saves on your efforts and money to hire software professionals for different applications. The proficient cloud performs crucial tasks like maintaining servers, fixing bugs, or taking good care of software updates. IT Department needs to devote lesser time on maintenance and feel free to capitulate their talent towards more productive and strategic initiatives to extend the organization’s base line.