Edgewater Fullscope Blog

How Technology can Drive your Customer Service Transformation

Jul 18, 2017 4:00:55 AM

Progressive service firms understand the need to replace outdated and disparate technologies with holistic solutions that integrate sales, service and marketing efforts. Today’s cloud based technology solutions enable services firms to connect with employees and customers at any time, across any device - a level of connectivity that legacy systems can’t provide. To truly drive a transformation in your customer experience, you have to consider the changing role that technology plays in your business. Begin by considering what areas of the customer experience you want to prioritize for improvement and what business impact you’re looking to achieve. Once you’ve identified your key business outcomes or goals, you can work with a trusted technology advisor to build a plan for the underlying technology you’ll need.

Read More

Manufacturing Technology is Outpacing Process

Jul 14, 2017 4:30:18 AM

Remember when manufacturing and operations were linear? The customer had a role in sales and product positioning at the end of the manufacturing process, but by that time the product already left the factory so you couldn't connect with the customers any longer. All that has changed with the Industrial Internet of Things or IIoT. Customers expect more from the products and services they are buying and unfortunately brand loyalty is rare. They want the latest and greatest of the products that meet their needs at the best price.

Read More

Enable Relationship Intelligence and Transform your Customer Experience

Jul 11, 2017 4:00:28 AM

In professional services, relationships are everything. Often, service firms expect all communications for an account to go through one account manager. If you are trying to pitch a new service to an account or reach a new contact at an account, all roads usually point back to an account manager. However, you may have other resources that have relationships with this account, either in a different department or location. It’s important that you have technology that enables communication internally so your teams can connect and share account level details before contacting an account. Customers want you to demonstrate an understanding of their business, their industry and their pain points.

Read More

4 Ways Today’s Professional Service Buyers are Unique

Jun 6, 2017 4:00:16 AM

My colleague, recently wrote an article why your current customer experience won’t work for today’s services buyers. I wanted to expand on the topic a bit more by focusing on 4 key ways that today’s buyers are different.

Read More

Why Your Current Customer Experience Won’t Work for Today’s Services Buyers

May 30, 2017 4:00:44 AM

Improving your customer experience matters. But it’s also important to understand which experiences aren’t working for today’s consumers. Today’s consumers are empowered by technology like never before, and have access to information like never before. That’s a powerful combination.

Read More

Making CRM and ERP the Cornerstone of Your Manufacturing Technology Platform

May 18, 2017 4:00:07 AM

Manufacturing technology solutions should create a chain reaction across multiple departments and facilities. If they do not, you have at best, daisy-chained a number of best-of-breed products together, but reporting is likely to be disconnected and management still will not have the 360⁰ degree view of the business it craves. In the worst case, your business will be running within silos of disconnected data, dependent on point solutions that are not integrated. Any operational efficiencies will be limited.

Read More

Success on the Plant Floor: 3 Keys to Shop Floor Optimization

Feb 18, 2017 7:28:35 PM

When it comes to warehouse management, today’s manufacturers face many challenges around shop floor optimization. Successful manufacturers require a solution that promises customers the following:

Read More

Introducing Microsoft Dynamics 365

Dec 2, 2016 10:58:20 AM

By Marielena Zajac, Marketing Specialist

Read More