Did you know that as many as 69 percent of service leaders believe that a single customer view offers more upsell and cross-sell opportunities? That’s absolutely right – customer service as a revenue generator. However, 70 percent of service agents are unable to find all the information they require to perform their job on a single screen.
Without real-time insights and a single customer view, enterprises fail to cope up with when it comes to delivering the quality experiences that customers are looking for today. Therefore, integration to third-party applications and systems assumes paramount importance as a way to differentiate your service and attain a holistic view of your customers like your enterprise requires.
What Is A Single Customer View?
A single customer view means that your enterprise has a complete picture of the customer across and through every channel. In addition to this, customer data is aggregated and presented in a way that is both actionable and accessible to the wider enterprise, irrespective of where the data resides.
With a single customer view, your service reps and enterprise can:
- Be more proactive and personalized with their service.
- Engage with the target audience on their preferred channel.
- Answer questions and provide solutions effectively to promote faster issue-to-resolution.
We all know that service reps need to be empowered with the right information at the right time to provide the level of exemplary service that today’s demanding and tech-savvy customers expect.
Why Is This So Difficult To Achieve?
Generally, the data required about the customer is stored in different systems that make it difficult for enterprises to achieve a single customer view. Applications and systems are also usually connected using custom code, which inherently makes the infrastructure difficult and rigid to adapt to change.
It is worthwhile to note here that it is impossible to create a single view of customers within a single screen without integration to critical systems like on-premises and Enterprise resource planning (ERP) databases. It means that service agent representatives have to swivel between different screens to even get access to simple customer information that leads to a disjointed digital experience for the customer on hold and unproductive experience for the agent who is spending more time on the manual processes.
Information is required to be brought in from systems like customer relationship management (CRM), ERP, financial suite, third-party database, predictive Artificial Intelligence, and chat for data to be aggregated into a single and unified platform. The key to a single customer view lies with integration and the ability to unlock siloed data in easily accessible ways.
The MuleSoft Anypoint Platform enables enterprises to synchronize data and automate transactions between ERP, Salesforce Service Cloud, and other third-party systems, whether in the cloud or on-premises. Customer service is powered and delivered by Service Cloud as it provides a unified workspace with the ability to have a comprehensive view of the customer within one console.
Together, MuleSoft and Service Cloud help enterprises achieve a single customer view by using MuleSoft to expose the critical customer data and surfacing it into Salesforce Service Cloud. The Mulesoft Anypoint Platform can be used by teams for creating API specifications using the API designer for specifying the third-party information they would like to expose and then proceed to create an API that would be then hosted and easy to discovered on the Exchange.
Flow Designer, a web-based environment, then makes it easy to expose the required customer information using clicks not code, pulling it into Service Cloud. In doing so, your enterprise can leverage the different pre-built connectors and templates that are aimed to improve the speed of development and make Salesforce integrations an easy affair for your teams.
If you want to leverage MuleSoft and Service Cloud to create a single customer view, please feel happy to reach out to hire certified MuleSoft developers at Cloud Analogy, the best MuleSoft development company in the world.