The challenge :

Migrating and unifying legacy systems running in separate silos is an expensive , time-consuming and risky endeavour . Yet end-customers demand a true omnichannel user experience , an unparalleled level of customer experience , and a unified provision of service throughout all touchpoints in a seamlessly consolidated manner . Ultimately , this has taken service providers down the path of arming their engagement channels with the tools to evolve from a mere sales role into a fully encompassing and comprehensive customer care apparatus . UX expectations have progressed to such an extent that the classical customer journey has matured from a simple path of guided sales to a state of perpetual motion among channels affected by the principles of “ anytime , anywhere , anyhow ”.

The solution :

To satiate the constantly growing demands of improved customer experience and keep ahead of customer expectations , there are essentially three different approaches available to CSPs in addressing their channel strategies :

• Legacy plumbing : maintaining existing legacy heterogeneous silos and building meshed pipes to connect them together . This approach pretends to solve the problem , however , is merely cosmetic window dressing where the end product risks doing more harm than good .

• Silos modernisation : replacing disparate legacy silos with a set of new disparate applications , thus again preserving multiple data masters into the channel architecture . A typical implementation of this approach would be the introduction and deployment of new ecommerce , CRM and POS applications into the existing integration architecture . The resulting solution retains multiple product catalogues , customer data stores and business processes , all stitched together through a complex latticework of integration points . Such solutions require orchestration of multiple “ hearts and brains ” using sophisticated conductor solutions . TCO and long time to market issues still persist , magnified by restricted agility .

• True Omni-channel : replacing all silos with a unified “ one heart and one brain ” solution of consolidated & unified commerce and CRM business functions . This singular solution inherently does not require sophisticated orchestration capabilities - the customer experiences a smooth journey across their entire brand engagement , and across all channels . In practice , empirical industry measurements have shown that adopters of this approach are generously rewarded with substantially lower TCO and time-to-market enhancements , leading to dominant business agility to meet new customer requirements resulting in overall improvements of net promoter scores across their brand .

About Emeldi Commerce ®

Emeldi Commerce ® is a ready-made , unified true Omni-channel commerce & CRM application specifically designed for the service provider industry vertical , supporting all products , services & customer-engagement processes . A solution tailored to be your “ one heart and one brain ”.

With software alchemists in Canada , UK , Czech Republic and Slovakia , Emeldi has built a formidable reputation as an innovative and disruptive solution provider for CRM & Digital Commerce Platforms and is continuously recognized by Gartner as sitting on the cutting-edge in the area of digitalization of the customer experience in the service provider industry .

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