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Automation possibility in Sales and Provisioning (revolutionizing bot's entry)

Bots are extensively being used in Services today. Automation in the field of sales and provisioning seems to be much sought after thing as well. In rather complex telecom business process of Sales and Provisioning (OM) cycle, endless possibilities exist with Bot in streamlining some of the standard processes around Order configuration/New Asset creation and MACD; realizing business benefits like improved customer interaction, automation and selling.

Marketing to Sales to Finance (and Services in between) is where Salesforce, as an enterprise cloud software is almost through in completing its one platform journey and building more and more customer success stories. So, what next? Well, most of the CxOs are now focusing on adding overlay through automation, artificial intelligence and benefitting from advanced cloud offerings in CPQ, billing and much more. 5G will add further new dimensions due to its Lightning like speed.

With the ongoing focus on automation buzzwords, 'anywhere', 'anytime', my focus straight way moved onto Salesforce one-platform journey trying to explore their rich offerings in this space. Chatbot has been widely popular by now and implemented for some of the trending customers. However, each time I hear about bot, the usage seems primarily in the area of Service industry i.e. 'what is the order status?', 'what is my payment due date?', FAQs and other standard dimensions targeted primarily for case deflection purpose. In general, it does not really penetrate a lot inside 'L2O2C' side of business. Sales and Provisioning are often an untouched area where huge opportunities seem to exist in the automation space. In both Order Intake and Fulfillment space, it seems to be an uncharted territory.

Well, nothing is accepted in real business world unless you really have a business case that is experimented in the test lab. Ongoing reverberations towards buzzing automation around led me to experiment with this thought process. So far advanced technologies like Einstein Chatbot has been a leading business value solution in the service industries. However, think about the situations where retailers or channel partners are deluged with multiple back office requests such as number porting, plan upgrades (capacity attributes increased from 15 GB to 100 GB), new asset creation (e.g. 5G data plan), sim interchange requests etc...let the bot gathers input like the name, product, quantity, capacity (say 20 GB) and do its job that will actually result into continuous selling and reduced operational overheads. This led me to delve further into emerging area of "Industry" cloud and not just confined to Cloud CRM like Salesforce. Vlocity is a beautiful offering in this space and thanks to its open, extensible interface and implementation logic. Further, it provides a rich set of digital Omni-channel APIs that can be leveraged to help customer shop for products and services. These APIs simplify the client side development actually by shielding the CPQ logic that is actually available at server side. This concept may not just be confined to Vlocity cloud rather can be extended to any other similar Product that offers digital Web APIs enabling users to shop for products and services.

The intention here is pretty much to revolutionize Bot's entry into rather complex telecom business process of Sales and Provisioning (OM) cycle where endless possibilities exist with Bot in streamlining some of the standard processes around Order configuration/New Asset creation and MACD; realizing business benefits like improved customer interaction, automation and selling.

We can think around other areas of automation and different other verticals to realize the improved vision and new way of working. The above highlighted facts from Sales and Provisioning are just some initial seeds of thoughts. Automation may not just come through the available technology offerings in market rather it also requires assimilating industry specific use cases that we see around, talk around, feel around while connecting/interacting with surroundings. There is a need to orchestrate these system of interactions as a defined and précised business value levers that may not require human interaction. They can then be tested in lab (PoC environment) using advanced technologies offerings in this space, that should automatically create a culture of driving along the line of automation.

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