Horizons Are Bright: BPO-Client IT Department Alignment in the Cloud Era

By Subramanya C, Chief Technology Officer, Hinduja Global Solutions (HGS)

This HGS blog should help you answer these key questions:

  • How can the cloud help optimize your customer experience?
  • How does the cloud support the consumer journey?
  • How can companies align with BPOs to support cloud ROI?

Good BPO-client alignment needs near-constant attention and engagement—with today’s disrupters enabling real outcomes for these partnerships. As one key example: The connection between BPOs and client IT departments has undergone a sea change due to the arrival and maturity of cloud technology. In the pre-cloud era, there were numerous obstacles that companies had to overcome:

  • Capex was high, with companies needing to make significant investments for partnership synergies.
  • Disparate systems usage made it difficult for client IT departments and BPOs to work together.
  • Data migration was a challenge.
  • Time to provision (implementation, integration challenges) was longer because of disparate systems’ usage and lack of sync between BPOs and client IT departments.

The Post-Cloud Era

In the post-cloud era, the working scenario for BPOs and client IT underwent a welcome change with all systems going on to one cloud platform, therefore bringing in a sense of uniformity. BPO alignment with clients’ IT infrastructure has improved post cloud implementation, within the regulatory framework and the choice of cloud used. The cloud service provider you choose is one of the key aspects that will help win and retain clients. This includes choice of telecom service provider and application service provider and the data coming in from the customers.

The post-cloud era is also commercially more beneficial, as BPO partners are able to pass on the benefit of the variable opex expenditure to the client. This has helped BPOs to be more viable to client in terms of price. These BPOs can provide multi-cloud offerings where clients can move from one cloud provider to another if the first doesn't suit their requirements. Another benefit is the introduction of new features and functionalities by application service providers. This is directly passed on as a benefit to clients, with minimal or no cost for upgrades, updates, and revised versions for every additional feature unlike the pre-cloud era.

Cloud and the Consumer Journey

The emergence of cloud computing has also been essential to the way brands strategize and manage the consumer journey. Cloud-based applications and programs have tremendous impact on the entire customer journey - from brand – customer engagement to brand retention of disgruntled customers.

Keeping customers engaged is a major challenge for brands today with so many other competitors jostling and clamoring for space in the minds of customers. Reducing attention spans is a tough reality that all brands have to face. In such a scenario, brands have to be prepared to optimize performance at every phase of the customer journey. This starts at the Engage phase for customers, as a vital component is data availability and accessibility. Even post Engage, hosting applications and data on the cloud enables brands to remove obstacles to data accessibility, making data more accessible irrespective of location. An important facet of both Engage and Care is feedback. Usage of cloud technology enables companies to stay in step with customer likes and preferences, with product updates being possible faster and easier. Cloud adoption also near eliminates application downtime, increasing your brand’s app availability which again improves handling of the customer journey. Cloud technology also enables brands to cater to more customers, meeting their demands better by making it easier to scale up as per the brand or client’s requirement. This is essential for that last step in the consumer journey: Retain—the end goal of keeping that consumer for life.