Power your Digital-first Agenda to Revitalize your Customer-first Promise

Manish Bhatia, President, Building Products Division & CEO, Evok Retail, HSIL Limited
Manish Bhatia, President, Building Products Division & CEO, Evok Retail, HSIL Limited

Manish Bhatia, President, Building Products Division & CEO, Evok Retail, HSIL Limited

The significant shift in how customers search, shop and engage with products and services determines the extent of digitalization a business needs to undergo in order to stay ahead. Businesses capable of connecting, listening and responding to their customers promptly are able to create value and build enduring relationships.

With technology being at the center of the digital strategy, the question remains as to which solutions one should implement to meet various challenges. Going by the extent of adoption across industries, Microsoft technologies seem to be the practical and preferred choice, and here’s why:

Application Delivery and Scalability

With scale comes the challenge of connecting a globally dispersed workforce and a burgeoning customer base. Microsoft Azure’s flexible cloud platform and its ‘Visual Studio Team Services,’ unlike that of any private data center, enables DevOps, and the deployment and management of internal and customer-based applications quickly, matching your global reach. Its pay-as-you-go pricing model allows scalability without over-provision, saving infrastructure and IT-related costs.

Engaging with Customers in their Preferred Ways

Increased user adoption of new digital platforms brings with it the challenge of keeping customers engaged—in ways that they prefer. Microsoft Azure Functions brings the future of ‘server-less computing’ to businesses, helping them engage with users through responsive web apps, native mobile apps, and newer experiences infused with AI, bots and mixed reality.

Being proactive, not reactive

For large customer-facing businesses such as Hindware, the challenge lies in empowering the frontline workforce with a powerful, intuitive solution to enhance their performance and mobility. Businesses running on Microsoft Dynamics 365 for Sales acknowledge that it helps the workforce understand customers better. Using this technology, businesses can energize their front line team through gamification-based sales contests. Combining the power of ‘LinkedIn Sales Navigator’ with ‘Dynamics 365 for Sales’ unlocks doors to connect with the right customers and translate relationships into revenue.

Furthermore, the sales team benefits from increased visibility into analytics dashboards and recommendations at every stage of the deal. This has resulted in a major efficiency gain for one of the world’s premier jewelry and accessory brand. They can now report and forecast key sales data at remarkable speeds and measure the impact and effectiveness of their activities—wherever they are. For a leading tooling and industrial materials enterprise, the technology has also freed up 20-30 percent of the time they’ve been spending on administrative tasks.

Listening and Responding Promptly

Besides other benefits, Microsoft Dynamics 365 for Sales fosters relationships and helps businesses derive social intelligence. Using predictive intelligence, it provides actionable insights and the ability to target customers with the highest likelihood to buy. A leading brewery and pub chain in the UK uses Microsoft’s social listening tool for conducting sentiment analysis and monitoring comments pertaining to their pubs and brands. With mobile access, their area manager can pore over information concerning any outlet so he can have a constructive discussion with the pub manager when he steps in. In Germany, Europe’s major insurance group chooses Skype for business to launch a video call at its partner bank’s branch, connecting a prospective walk-in customer with a remote insurance specialist, improving productivity while saving travel time and money.

Microsoft technologies seem to be the ecosystem’s verdict, driving the digital agenda while promoting innovation, efficiency, productivity and customer intimacy.

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