Jenny Berarducci, the Regional Vice President of Customer Success at Salesforce (NYSE: CRM), has remarked a cloud-based tool has the potential of providing government agencies the unique capability to improve the customer experience and earn the public’s trust that is vital for any mission.
Berarducci talked about the need for agencies to implement a customized technology that would enable them to meet existing and future needs. The Regional Vice President of Customer Success at Salesforce said the trick is that customer experience changes with customer expectations, which are influenced by everything from seasonal demands to a conversation with a single employee.
Berarducci added it all comes down to flexible technology that can quickly adapt because the government can no longer afford to spend years developing an application.
Several tools were cited by Berarducci and she said they (artificial intelligence, business intelligence tools such as Einstein Analytics and customer relationship management products like Service Cloud platform of Salesforce) can let government employees to focus on delivering value and services to customers.
Agencies should align business and information technology aspects of their organizations with the help of decision-makers. Berarducci added this alignment ensures that each IT effort is tied to business outcomes and that each project from the business side is grounded in scalable, repeatable, safe best practices (i.e., no more rogue IT).
The Regional Vice President of Customer Success at Salesforce also called on agencies to come up with a training plan and create awareness and education among employees of priorities besides helping them learn new technologies and processes as well as collaborate with qualified industry partners.