Many people may not be able to quickly tell the relationship between customer service and information technology, but a comparison of both processes can show you how it inter-relates to one another and can complement each other.
IT think tank Gartner predicted that 100 million consumers will prefer to shop in augmented reality by 2020 and 85% of customer interactions will be managed without a human by that time.
A survey by PricewaterhouseCoopers (PwC) of 2,500 U.S. consumers and business decision makers strongly suggested AI is going to be a fundamental reality in the future of business. In fact, 72% claimed it is a “business advantage” that could drive up business revenue and productivity.
The study also revealed that in the immediate future, business leaders are looking at AI to alleviate repetitive tasks, such as paperwork (82%), scheduling (79%), and timesheets preparation (78%).
What’s more, these same leaders believe AI-powered IT solutions will have the largest impact on their business. IT support and services in Virginia have the same general outlook for IT futures as with any other state in the US, ranging from managing IT to IT infrastructure services and support.
With these figures, you can expect customer service to be at the forefront of IT-driven solutions as an integral ingredient to the growth of a business or organization and here’s why.
Customer Service technology
Information technology has in fact brought in the science to businesses with innovative systems developed to focus on customer service and how the results can enhance customer base.
With the development of websites, email, communication channels, and software, these tools have been utilized over and over to focus on providing customers with the best experience in a business. From customer preferences to personal spending and shopping habits, business owners may be able to generate ideas on how to conceptualize enhanced operational or business processes.
Business intelligence and customer satisfaction
Data management and analytics have been vital to collecting customer data and preferences to allow business owners to target the needs and wants of customers through common behaviors and spending habits.
The technology has also been responsible for automating business processes to optimize margins and cut costs. It has also introduced self-service options that empower customers for total satisfaction.
The beauty with IT is that it is very dynamic and adapts to technological breakthroughs. It is adaptive in the sense that it does provide a means to absorb technological advances to focus on customer service options.
Remember that in order to see your business grow, you need to make it a point to give priority to customer service in your operational processes and see how it can improve results for your business.
I’m catching up on my reading of VMware vSphere API and sitting right there are service catalogs as a core enabler for the VMware cloud.
Essentially, for cloud computing to work at all, you need to have very well defined set of standards, policies and configuration dials. Without these, it’s all manual, error-prone processes that take forever. The very anti-theses of cloud computing. The back and forth requirements process has to give way to very standardized IT “services” you get from the catalog.
So having a catalog is critical. I’ve written before about this in No Catalog, No Cloud.
vSphere (and imagine Microsoft, Citrix and others) are introducing a new set of objects that need to be discovered and brought into the catalog. A few concepts to ground my assesment (directly from the vSphere API guide):
An Organization can support one or more Catalogs, which contain references to entities such as vApp templates and Media files such as ISO images of installable software. A vApp template can be instantiated and deployed from a catalog. Similarly, a deployed vApp can be saved back into a catalog as a template.
A virtual application (vApp) is a software solution, packaged in OVF containing one or more virtual machines. A vApp can be authored by Developers at ISVs and VARs or by IT Administrators in Enterprises and Service Providers.
A virtual application (vApp) is a software solution comprising one or more virtual machines, all of which are deployed, managed, and maintained as a unit. Each virtual machine in a vApp typically contains a pre‐installed, pre‐configured operating system and an application stack optimized to provide a specific set of services. A vApp can be as simple as an individual virtual machine installed with a specific operating system, or as complex as a complete corporate Web site.
Essentially, these three concepts are building from the bottom up an IT technical service, and maybe a Business Service as well. Now the notion of catalog here is on the one hand simplistic given my experience, but on the other hand, it’s impressively rich compared to other areas of IT.
Being the glass-half full kind of guy I am, color me impressed.
This is why newScale added support for VMware vCenter first and next vSphere. There’s an emerging operating model here where there’s a service catalog and lifecycle front end that needs to map to the infrastructure standard definitions in that catalog.
Remember: No catalog, no cloud. You heard it first here, and now everwhere. Even Paul Maritz, CEO of VMware, was praising the virtues of service catalog at vmworld this morning’s keynote.
If you are curious as to how all this is going to work in real life, you may want try our free trial version for VMware. It’s an VM appliance, with great built in videos. You’ll get a good sense of what your cloud is going to look like.