In this two-part blog series, we’ll explore the technology that is revolutionising customer service delivery in government. In our first installment, we examine the technology transformation from the perspective of back-office processes.
One of the most common challenges facing businesses today has to do with legacy technology and disparate systems. Across all industries, today’s customer expects the organizations they do business with to have their information at their fingertips. But that’s difficult when bits and pieces of information are scattered across several different systems – especially when those systems don’t connect or communicate with one another. Having no access to a single, complete view of the customer prevents a business from being proactive with the service they can offer.
A digital transformation with Microsoft Dynamics 365 is a huge step in the right direction, but organizations typically can’t retire all of their old legacy systems at once.
Enter Customer 360, the Microsoft Power Platform-based solution developed by HCL-PowerObjects. It collects customer information from many different systems and presents it in one easily accessible view that we call a single pane of glass.
At HCL-PowerObjects, we’ve taken the single pane of glass concept and applied it to several industries facing challenges that extend beyond just customer data. Our Financial Services experts, for example, built a banking version of Customer 360 that brings together financial data from disparate systems and presents it in a single view that enables improved portfolio planning and streamlined onboarding processes.
And now, Councils, Local and Regional Governments, and social housing organizations can leverage our latest accelerator, called Property 360. It brings into a single view all relevant information applicable to a specific property or set of properties.
Think of it this way:
Customer 360 gives you a single pane of glass through which to view your customers, including critical insights, personal information, property data, applications, rates, memberships, prior communications, images, feedback, and more.
Property 360 gives you a likewise single view for everything related to each property, including locations, tenants and other relevant parties of interest, rates, applications, media, key insights, and more.
Yes, in many cases these tools are collecting and presenting the same information from the same collection of disparate systems – but the power of these tools is that each single pane of glass displays the relevant information based on user need and search intention. Councils and Governments now have insight into their citizens AND their assets at their fingertips, empowering delivery of better and more proactive service. Customer 360 and Property 360 give you better ways to view your data – it’s just that simple.
So how do we do it? We know the challenges facing this industry – we’ve seen them, and we’ve solved them. We also understand that these challenges are not actually industry specific. What all business are ultimately challenged with is pulling interconnected data from disparate legacy systems and presenting it in a single view. And that is precisely what HCL-PowerObjects is doing for our customers. Contact our experts to get started creating a single pane of glass in your own organization.