How to embrace mobile communication in large organisations 

Every organisation typically manages stakeholders, each of whom has a vested interest and may affect or be affected by an organisation’s operations and performance. With a large organisation, the number of stakeholders increases, which means far more requirements and objectives that need to be addressed.

Stakeholders can come in many different forms: the customer experience team, marketing, sales, IT, operations, compliance and even finance.

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Let’s take the customer experience team, for example. They are keen to drive an omnichannel solution which means numerous interaction channels are offered but all packaged into a single management system. Naturally, they want to improve the end-user’s chat experience. But operations may only require a broadcast messaging solution to send out important notices.

How then does the organization manage these competing objectives? Multiple stakeholders can complicate the decision-making process which can bring about delays.

Consider also the idea of what represents the best communication channel to use. Not all parties will agree on whether to use SMS, WhatsApp, Viber or other platforms. When an organisation supports customers globally, it must also pay attention to international messaging constraints as there may be unique regulatory requirements for each country. Adding fuel to fire is the potential internal resistance that may crop up as new mobile communications systems are discussed and debated by internal teams.

Challenges large government organizations face with mobile communications

These challenges, however, are not unique to organisations. Even large governments face similar issues as each division or department may have different requirements and objectives to meet. The solution lies in ensuring a meeting of minds between the multiple divisions and stakeholders involved.

Often, different divisions within a government department may not be housed in the same building or be in different locations. This adds complexity to an already complicated decision-making process.

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But there are two more critical challenges unique to governments. First, citizen privacy involves the regulation of the manner in which an individual’s personal information is managed. This covers how personal information is collected, used, processed, retained, disclosed, distributed and more. Governments will not store data for purposes other than what is intended and communicated, reserving this for the most important communications only.

Second, governments are also responsible for and concerned with the security of communications. As expected, citizens hold governments to a much higher security standard as compared to private organizations. Consequently, governments are concerned with ensuring that security breaches are absolutely minimized, if not completely eradicated.

Tools and solutions that ease the implementation of a mobile communications system

What then, can large organisations and governments consider in terms of tools that support all of their mobile communications efforts?

This is where Soprano’s omnichannel solution comes in.

Customers are empowered to choose from a range of communication options. Whether they are interested in email, voice, SMS, Viber, Whatsapp or more, customers can rest easy knowing that their engagement is managed securely and consistently behind the scenes.

There are a number of baseline steps necessary for implementing a large-scale mobile communications system:

• Look within your cross-functional teams to identify your key stakeholders
• Conduct a needs/objectives assessment whereby all stakeholders agree on what is required from the mobile communications system
• Map out your intended audience and identify the best communication channels for each audience segment
• Conduct a technology and security needs assessment to ascertain what is required
• Consider the budget, that is, what your organisation is willing to pay to maintain the required standard
• Initiate a vendor selection process
• Begin project road mapping and address timelines and implementation phases
• Once the vendor is selected, develop detailed plans for maintenance, contingencies and document management.

What does this look like in practical terms? With Soprano’s omnichannel solution, customers choose from an array of channels and we work tirelessly at the backend to create a seamless experience.

Whether they are a corporate organisation or government department, we translate the customer’s communication requirements into an optimized mobile communications flow.

How to create a consistent omnichannel Customer Experience

More organisations are also exploring AI (artificial intelligence) and machine learning to enhance their customer experiences. Soprano has strengthened our offering through the recent acquisition of ubisend, a leading chatbot platform. Customers can now leverage advanced AI-powered communication technology in order to launch, manage and monitor conversations digitally. Additionally, customers can scale their communications automation across their own organization, to include support for HR, sales, IT and more.

If you’re a large organization or government department considering a more integrated communications platform that supports your customers wherever they are, learn more about Soprano’s omnichannel solution today.