Thursday, June 30th, 2016 | 4 min read
Today’s customers, empowered by social media and the ease of communicating anytime and anywhere, expect seamless experiences with businesses across any channel they choose.
Every modern enterprise wants to offer that experience, but nearly all of them struggle to do so because of the enormous investments they’ve made over the years in enterprise software that, while important, wasn’t purpose-built for this new world. It’s a foundational, company-wide challenge that has fueled disconnected organizational silos, multiple “systems of record” and instances of customer data, and business processes that aren’t aligned. The result? Disjointed experiences that frustrate customers and cause real (and often irreversible) damage to brand equity.
Modern businesses need to operate in a customer-centric paradigm—one that requires an overarching technology infrastructure that bridges customer-facing departments, connecting their data and workflows as part of a unified system for engaging customers. Providing that infrastructure is the entire reason we exist.
Today, I’m excited to announce that, with Microsoft, we’ll be able to bring our technology to its client base and an even larger group of companies ready to take the next step toward becoming customer-first.
As part of our collaboration, we’re extending our platform to Microsoft’s Azure, where we will host new, joint customers on a hyper-scalable cloud that can move at the speed of social. We’re also pleased to share that we intend to work with Microsoft to develop a future solution by integrating our experience management platform with Microsoft’s customer relationship management (CRM) solution, Microsoft Dynamics, their business analytics suite, Power BI, and their leading cloud productivity suite Office 365 to power a next-generation experience management suite—all hosted in Azure, the cloud trusted by more than 85 percent of the Fortune 500.
To survive and thrive, enterprises need a new approach to building real customer relationships at scale—one that goes beyond traditional notions of relationship management. They need a platform that extracts new value from legacy systems, and that helps employees across the entire front office work together to engage customers across all channels. They need a foundation that models not just structured customer attributes, like age and address, but one that also makes sense of unstructured data, like a recent Instagram post or review of a product. That need stretches across every front-office team and activity—content creation, campaign planning, intelligence gathering, media buying, case management, etc.—and requires a core built on collaboration with centralized governance, analytics, and automation. It also requires full-stack integrations with the “best of suite” enterprise IT systems that underpin the front office.
With Microsoft, we’ll be able to help enterprises drive more intelligent, efficient, and collaborative operations between marketing, sales, and customer service teams—whether they’re interacting on social, or using those insights to inform other digital or offline interactions.
In many ways, it feels like this collaboration was always meant to be. Microsoft shares our values and ideas about what it means to provide great customer experiences. More importantly, they walk the walk—and have since 2010 when they became one of Sprinklr’s first customers.