Align customer experience and expectations with customer service processes using Omni-Channel Communications
The idea or concept of Omni-channel communications is all the rage among marketers. While it might be the rage, talking about it and actually doing it are two different things. For one, many companies, and many marketers for that matter, are still working with silos of data. For example, they are using third party systems or point solutions for email newsletter campaigns, text message marketing programs, push notifications to mobile devices and postings to social media—which makes Omni-channel communications impossible. This is not only highly inefficient, but it leads to the same content being pushed down multiple channels. This is not what Omni-channel communications is all about. Further, the use of third party systems or point solutions highlights the fact that there is no single source of truth or 360 degree view of the consumer when it comes to communications. By utilizing a single source of truth CRM system like Dynamics CRM combined with Pocketstop’s Multi-channel Broadcast API, you can run true Omni-channel communications from one, centralized hub and have real reporting and visibility whether B-to-B or B-to-C. Omni-channel communications isn’t just a new buzz word—it’s a growing customer expectation.
Microsoft Dynamics CRM
According to Gartner, Microsoft Dynamics CRM and Dynamics CRM Online are leaders in the highly coveted magic quadrant for both Sales Force Automation and Customer Engagement. This designation and recognition makes Dynamics CRM the perfect choice for companies and organizations of all sizes that want to do more for their business and be more for their customers. Although Dynamics CRM is strong in terms of its automation, management and business process workflows, there are some opportunities and areas of improvement when it comes to Omni-channel communications. However, there does exist a feature called dynamic marketing list that provides the segmentation and filtering that is necessary for Omni-channel communications to exist. Where the foundational elements of Dynamics CRM leaves off, Pocketstop’s IP can pick up and complete the solution.
Pocketstop’s Broadcast API
Pocketstop’s Broadcast API is a multi-channel interface that simultaneously sends messages by voice, text, and email as well as posting directly to social media and internal social networks. The API can expand any application on an HTTP supported platform to function as an Omni-channel communications system. As a result, sending communications from one single source of truth like Dynamics CRM can be achieved through integration.
To learn more about how you can use Microsoft Dynamics CRM and Pocketstop’s Broadcast API to do more for your business and be more for your customers by using Omni-channel communications, please contact Brian Teague at 214-368-4170 or by email at brian@pocketstop.com.
