Why modernize your subscription business?

Read the case study: Estuate modernizes subscription services of a supply-chain-risk-management global leader
A subscription management platform can help you achieve all of these and more.
Read the case study: Estuate streamlines closing (accounting) and collection processes for Mindvalley
Download the FREE E-book – The Subscription Economy: An Executive Overview

Selling subscription services online? Pro tips to follow!

The art of selling subscription services online has come a long way. Consumers in today’s subscription economy are more aware than ever before. That’s in part because millennials make up a large portion of the consumer-facing market. Being tech-savvy and financially smart, they prefer the convenience of use over ownership any day. So if you want to spur your recurring revenue business growth, understanding today’s consumer psyche is paramount. And say, you are running your subscription business through a platform like Zuora, make sure to plug in a reliable Zuora billing and revenue partner. Brownie points if this Zuora partner is compliant with PCI-DSS.

What are the best tips for selling subscriptions online?

  1.  Make your customers see value
  2. Make your pricing flexible
  3.  Make friends with freemiums
  4.  Make smart use of social media
  5.  Don’t make it too salesy
  6.  Don’t forget about buyer experience
  7.  Don’t put off customer service

Like we said at the very onset, the new-age customer is smart. With hordes of options all around offering a similar bundle of conveniences, the interest span of the average customer is dangerously short today. From clicking to reordering, a smooth experience is non-negotiable for today’s buyer experience. This necessitates a smooth quote-to-cash process for you to grow at scale. Here is what you can do:

  • Leverage a robust subscription platform handler (if you use Zuora subscription solutions, then it must be a Zuora billing and revenue partner company)
  • Ensure the compliance-fitment of the Zuora partner (a PCI-DSS compliant Zuora partner is deemed best)

The world of throttling competition in subscription commerce may also lure you to enter the infamous ‘race to the bottom’. You start lowering your prices to attract new buyers, and at some point, you will have to start compromising on quality. But, no recurring revenue businesses can see growth in the face of such qualitative and quantitative losses. The way out? Apply a few tricks to the way you sell subscription services online. Here is how you can get started:

1. Make the customers see value in your subscription packages

Do you know how your customers perceive your services? Do you know their exact pain points? Creating and analyzing the ideal buyer persona can help you with the answers. With soaring subscription commerce, consumers are becoming increasingly subscription-curious. They try and test offerings from various subscription providers and cancel those that fail to thrill. So, analyze what extra value you can provide that your competitors do not – and add the same to your bundle.

When it comes to selling subscriptions and signing-up customers online, the wind also blows in the direction of value bundling. Create value-for-money combinations of complementary products and services using your existing offerings.

2. Make pricing flexible for selling subscriptions online

Consumers today want flexible pricing options, custom payment methods, multiple billing frequencies, and everything that suits their convenience. Especially to satisfy the needs of millennials and bridge millennials, offer different price plans and convenient billing cycles. A sturdy Zuora billing and revenue partner company can help scale your recurring revenue business growth. A PCI-DSS compliant Zuora partner will further ensure the stringent safety of your credit card data.

Master the art of selling subscription services online
The top tips for increasing your recurring revenue subscriber base

4. Make smart and skillful use of social media platforms

The world today lives and breathes social media. With competition intensifying, it’s no longer enough to just have a profile on digital channels; you need to gain a foothold there. Though the conversion rate from social media may not be impressive, you can use this marketing channel to draw your target market closer. Create awareness and engage with your audience to keep your offerings at the top of the consumers’ mind. Be it informational blog posts or updates about your subscription packages, staying active on social media is synonymous with staying relevant today. Recurring revenue business growth can get truly recurring if social media is utilized skillfully.

5. Sell subscriptions but don’t make it too salesy

Everyone is selling something today. Ask yourself: how do you stand out? Shifting from a transactional mindset to a value-driven mindset needs a culture change altogether. It may sound confusing, but when selling subscription services online, do not focus entirely on selling! Create value instead – be it in terms of customer experience or customized offerings or something else you see fit. This will not only help you acquire new subscribers but also retain the existing ones for the long term.

Citing another example pertaining to the Financial Times: with the shift of focus from mainstream news from print to digital media, FT needed to improve its value proposition for its user base. The company tied up with a European media organization to bring in more customer-centricity. This saw a 29% rise in subscriber base with a 6-month timeline.

6. Sell subscriptions but don’t forget about buyer experience

A seamless buying experience will always be an unmatched quality. From easy-to-use UIs to guest checkout options, always look for adding that extra convenience for your users. Turn these users into subscribers by empowering them with the option to start, restart, pause, and even edit their subscription purchases.

According to a SUBTA study, the modern subscriber is highly focused on getting exclusive access. People sign up when they find high-quality content that is not available anywhere else. For growing your recurring revenue business, revaluate your present offerings and see if such capabilities can be added.

7. Sell subscription but don’t put off customer service

As competition soars in the market, a tiny bad experience can be detrimental to your recurring revenue business growth. Always communicate your product/service-related updates, post detailed guarantee and cancelation policies, and make your privacy policy very clear. Train your CRM team to go beyond the minimum and build relationships with the clients. Selling subscriptions online today demands emotional engagement. It increases the lifetime value (LTV) of your products/services.

Understandably, the subscription economy is expanding rapidly with a rise in both seller and buyer bases. Having a unique product/service bundle is the bare minimum today for spurring your recurring revenue business growth. You must ensure the entire experience you hand out – from the first site visit to the repeat order fulfillment – everything is squeaky clean. Platforms like Zuora can be the single touchpoint for your order-to-revenue process.

Zuora is the world’s leading subscription management platform

Reinvent your quote-to-cash and revenue management with the world’s most reliable subscription management platform. Leverage Zuora’s SaaS solutions for your recurring revenue business growth. The subscription economy evangelist has been simplifying subscription businesses worldwide since 2007. Join forces with a Zuora billing and revenue company to ace the art of selling subscription services online.

Estuate is a PCI-DSS compliant Zuora billing and revenue partner

We at Estuate host a dedicated Zuora center of excellence. We are proud to be the most trusted Zuora billing and revenue partner company. We have the following Zuora capabilities in our ambit:

  • Advisory Services:We help you transform your business – from strategy consulting to implementation – and provide expert guidance with tangible business benefits.
  • Implementation and integration services:Our experts help businesses connect their systems to the Zuora ecosystem and transition from traditional systems to subscription models.
  • Billing Revenue and operations:Our certified consultants have deep industry insight and proven experience with cloud billing solutions with a long track record of delivering Zuora solutions.
  • With over 400 Zuora implementations and extensive Zuora billing and revenue experience, we are successful in maintaining a CSAT level of 9.7 over the last 9+ years.

Why do subscription businesses need a PCI-DSS compliant IT partner?

PCI-DSS compliant IT partner: A subscription economy growth catalyst

Security is no secret sauce – especially if you are one of today’s subscription businesses. It is probably the first thing your customers think of when they give you their payment data. What’s more, the data is often shared with third-party integrators who manage your subscription management platform. The smart save? Cue in credit card data security solutions with a PCI-DSS compliant IT partner. For instance, if you use Zuora for your subscription management needs, it’s smart to seek support from a Zuora implementation partner that is PCI-DSS compliant. The accredited IT firm will take care of your payment information security via its secure credit card processing. It’s that simple.

What does PCI-DSS compliance mean for an IT company working with credit card data?

The Payment Card Industry Data Security Standard (PCI DSS) is a set of stringent global security requirements to ensure the safety of credit card data. Any organization that handles, processes, stores, and/or transmits cardholder data must be PCI-DSS compliant.

PCI-DSS is administered by the Payment Card Industry Security Standards Council (PCI SSC), an autonomous body formed by five international banking moguls (Visa, MasterCard, American Express, Discover, and JCB).

In today’s subscription climate, businesses need a modern implementer for their subscription management platform. For top-notch solutions, this IT partner company needs to access your customer base’s credit card data. Herein, a PCI-DSS compliant IT partner can be key.

Zuora is the world’s leading subscription management platform. A PCI-DSS compliant Zuora implementation partner can be a game-changer for your subscription business.

What qualifies as tough credit card data security solutions?

PCI-DSS compliance is the single global standard for cardholder data safety. Any enterprise stamped with this accreditation is treated as a world-class provider of credit card data security solutions. Not to forget, this is a payment data security standard mandated by five major players in the international banking field. Hence, a PCI-DSS compliant IT partner is the sturdiest padlock you can find for ensuring your subscription payment data’s security. And in today’s subscription climate, a PCI-DSS compliant Zuora partner might just be what you are looking for.

PCI-DSS involves a rigorous twelve-step action plan. Organizations eyeing secure credit card processing and vying to be PCI-DSS compliant partners must meet the following requirements.

What are the twelve steps to becoming a PCI-DSS compliant partner?

1. Install and maintain a firewall configuration
2. Implement strong settings for passwords
3. Ensure the security of stored cardholder data
4. Encrypt data transmitted over public networks
5. Use anti-virus programs and update them regularly
6. Maintain and update all systems and applications
7. Limit access to cardholder data on a need-to-know basis
8. Assign a unique ID to each person with system access
9. Restrict physical access to payment information data
10. Track and monitor all network and cardholder data logs
11. Regularly audit security systems for vulnerabilities
12. Maintain an enterprise-wide information security policy

The ultimate goal of each of these steps is to ensure credit card data security. Here is a brief run-down:

1. Install and maintain a firewall configuration – Properly placed firewalls and router policies control incoming and outgoing data. To be PCI-DSS compliant, partners must install such configurations in, out, and around the card data environment.

2. Implement strong settings for passwords – Devices such as routers and POS systems typically ship with factory-set passwords and usernames. The manufacturer’s default settings are easily hackable, so a strong password configuration of all operating devices and systems is non-negotiable for secure credit card processing.

3. Ensure the security of stored cardholder data – Partners who wish to be PCI-DSS compliant must be clear about the scope, location, and retention period of the payment information data they intend to store. Data must also be truncated, tokenized, or encrypted using acclaimed algorithms (like AES-256, RSA 2048). For the safety of PAN card data, the partner should regularly run data discovery tools like PANscan or PIIscan.

These actionable insights on how to avoid data breaches can also come in handy.

4.  Encrypt data transmitted over public networks ­– Cardholder data is primarily passed to payment gateways and processors for transaction processing. TSH, SSH encryption, etc. can prevent the possibility of data theft and secure credit card processing.

5.  Use anti-virus programs and update them regularly – An up-to-date anti-virus routine helps keep malware at bay. Anti-virus and anti-malware programs on a PCI-DSS compliant partners site must always be active, using the latest versions, and generating timely logs.

6.  Maintain and update all systems and applications – PCI-DSS certification calls for applications regularly updated with the latest security patches. For secure credit card processing, all pathways in the PCI-DSS landscape – from browsers to operating systems to POS terminals – must be covered under the updates.

The 12-point requirement for a PCI-DSS compliant partner
Required actions to become a PCI-DSS compliant partner

7. Limit access to cardholder data on a need-to-know basis – Role-based access control (RBAC) must be in place in the PCI-DSS compliant partner’s ecosystem. Names of team members with access to data along with their respective roles must be documented.

8.  Assign a unique ID to each person with system access – All team members with organization-provided system access must have a unique and complex password. Remote employees must adhere to multi-factor authentication.

9.  Restrict physical access to payment information data – Physical pathways to locations where cardholder data resides must be secured using electronic access controls like CCTVs. A potential PCI-DSS compliant partner establishes electrical access controls to distinguish authorized employees from general employees and workplace visitors.

10. Track and monitor all network and cardholder data logs – All systems in the PCI-DSS landscape must have updated audit policies. They must also be connected to a centralized Syslog server. The latter must be reviewed daily to detect and address anomalies and ensure secure credit card processing.

11.  Regularly audit security systems for vulnerabilities – Security audits like wireless analyzer scans, quarterly examination of external IPs and domains (by PCI ASV) along with annual application & network penetration tests, and internal vulnerability scans must be an integral part of the PCI-DSS compliant partner’s security routine.

12. Maintain an enterprise-wide information security policy –The IT company’s information security policy must be reviewed annually and shared with all stakeholders. This will maintain the basis for secure credit card processing. Alongside, there should be an annual risk assessment identifying all critical assets, threats, and vulnerabilities.

Does your credit card data service provider really need PCI-DSS certification?

Yes, it does! Tying up with an IT partner known for the most secure processing of credit card data brings numerous benefits to your business table. A PCI-DSS compliant partner not only helps you build better customer trust, but also arrests data breaches, threats, and losses.

A PCI-DSS compliant Zuora partner that keeps itself updated with the latest industry trends on payment data security is the perfect fit. The partner must be aware of the evolution of credit card data security over the ages. Watch this video by PCI Security Standards Council for a perspective.

The stringent security checks mandated by PCI-DSS ensure holistic payment card data security. With subscription economy on the rise, this can be a trailblazer for your subscription business.

A modernized subscription business ultimately is the key to the world of customer engagement.

Estuate is the first-ever Zuora partner to receive the PCI-DSS certification

We are the first global system integrator in the Zuora ecosystem to receive PCI-DSS certification. Numerous businesses around the world rely on us for the security and governance of their data, including payment and credit card information. The PCI-DSS certification is an added layer of protection to ensure the secure processing of credit card data.

Ensuring compliance with PCI-DSS is one of the strategic initiatives of our Zuora practice team. Over the past 9+ years, this group of Zuora-certified consultants has driven 400+ successful Zuora implementations worldwide.

To reach our Zuora center of excellence, click here.

PCI-DSS compliance is the latest addition to our portfolio of compliance standards. In 2019, we received the ISO 13485:2016 certification (compliance with regulatory requirements in the medical device industry). Read here the importance of ISO 13485 in product development.

In 2018, we were certified with ISO 27001:2013 (the most recognized global standard for information security). We also have other compliance certifications in place such as the Privacy Shield EU-U.S., SOC 2 Type 2, and the Western Regional Minority Supplier Development Council (WRMSDC) certification.

Check all our certifications in detail, click here

Does pairing up with a PCI-DSS compliant IT partner sound smart to you? What else do you look for in a subscription platform enabler? Let us know on LinkedIn, Twitter, or Facebook. We would love to hear from you!

Cloud-based ITSM Spending: A rundown for 2022

 Cloud-based ITSM Spending

IT lives in the cloud today. Naturally, most IT service management (ITSM) support models today are also cloud-centric. The competitive playing field out there requires smart cloud ITSM spending in 2022. And if you choose IT support as a service, it may be worth working with a Zendesk consultancy partner. Zendesk is one of the world’s leading providers of ITSM solutions. From compliance (like ITIL-based service management) to customization, read on to learn why the year belongs to premium cloud ITSM service delivery.

Cloud ITSM spending in 2022: top 5 areas to consider

  1.   Cloud computing
  2.   IT automation
  3.   Hybrid cloud
  4.   Cloud migration
  5.   ITIL compliance

Why should you invest in cloud ITSM solutions in 2022?

Cloud-based ITSM solutions are one of the best effort-saving inventions of the tech ecosystem. By providing a safe space for your colossal data, a cloud ITSM service delivery plan economizes your IT infrastructure costs. This saves you time to focus on core business strategies. So, invest in cloud IT support as a service in 2022. Turbo-charge your digital transformation, and continue to succeed in the tech ecosystem.

Read these 3 key reasons why ITSM is essential for your business.

The cloud-based ITSM market is projected to grow at a CAGR of 12.38% over the next 4 years. Some 68% of enterprises believe that cloud-based ITSM will continue to be a big push for growth for at least the next 3 years.

Cloud migration of legacy applications will be another ITSM strategy trending in 2022. This ITSM solution not only streamlines IT operations but also effectively addresses security gaps. Especially in today’s COVID-19 world, effectively managing remote teams/hybrid work models requires comprehensive IT support. More and more CIOs around the world are turning to IT support as a service and ITIL-based service management to fill these gaps.

Most tech-centric businesses across the world, irrespective of size, will invest in cloud migration and cloud computing in 2022. Turn to a solid ITSM service delivery partner to ensure your budgeting and spending go hand-in-hand.

Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)
Geographic growth rate of cloud ITSM (Information Technology Service Management) market (2020-25)
Source: https://www.mordorintelligence.com/industry-reports/cloud-information-technology-service-management-itsm-market

What are cloud ITSM services?

Cloud Information Technology Service Management (ITSM) services refer to the integration of an ITSM platform with your business. The goal is to manage your IT network & operations in a better way and deliver services for greater end-user satisfaction. Implementation and maintenance of an ITSM platform like Zendesk is a classic example of such services. A Zendesk partner is the first stepping stone.

Customer experience is increasingly impacting revenue. Plugging in CRM for end-to-end delivery of IT services is a major trend among businesses today. Read these 5 reasons why your business needs a CRM software.

Who is a cloud ITSM service provider?

As the name suggests, a cloud ITSM service provider is a business vendor who seamlessly brings your business together with a state-of-the-art ITSM platform. From assessing your existing IT infrastructure to implementing the cloud platform and customizing it as needed, these are solution partners for all your cloud IT needs.

What areas should you look out for in cloud ITSM spending in 2022?

According to Gartner, global cloud services spending is expected to exceed $482 billion in 2022. This is a significant increase from $313 billion in 2020.

Choose a cloud ITSM service delivery partner that can read and interpret the trends. The following areas will be good places for you to invest in 2022:

1.   Cloud computing

A cloud service infrastructure lets your enterprise technologies work more efficiently. In 2022, cloud computing infrastructure will make its presence felt in all areas of enterprise operations.  This will range from autonomous IoT (Internet of Things) to entertainment streaming, robust 5Gs, and cloud gaming. Cloud-based AR/VR (augmented and virtual reality) will also emerge on the scene.

Spiceworks Ziff Davis’ 2022 State of IT report, about 44% enterprises foresee 5G technology as a major IT capability in 2022. 54% of companies surveyed believe IoT will be a major budget driver.

2.   IT automation

IT automation is an area that will also climb the budget ladder this year. Companies will invest in cloud automation tools to smoothly complete tasks with minimal manual intervention. This is especially true in the context of the pandemic, where team operations are remote and mostly public web-based.

This finding is also supported by Spiceworks Ziff Davis’ 2022 State of IT report. 70% of IT organizations prioritized IT automation in 2020. The percentage however dropped to just 61% in 2021, but is now back up at 71% for 2022.

3.  Hybrid cloud

Modern IT businesses will invest in hybrid cloud solutions in 2022. This is a combination of an easily accessible, PAYG public cloud and a more mission-critical and secure private cloud that is exclusive to an organization. According to Forbes, hybrid cloud is also growing in demand due to rapid advancement of cloud computing. Companies are increasingly finding themselves amid multi-cloud environments from different suppliers. A hybrid cloud helps streamline the overall operation.

4.  Cloud migration

The efficiency of cloud infrastructure is leading more and more companies to migrate their IT assets to the cloud. This will also drive up the overall spending on IT infrastructure. As per SC media, 48% of businesses (surveyed) will migrate their IT applications to the cloud in 2022.

One of the main obstacles that companies face is in regard to the technicalities involved in a seamless migration. Working with an ITSM solution partner can help.

5.   ITIL compliance

The ITIL framework will continue to be critical to compliance and success at IT. A complete ITSM solution that conforms to ITIL-based service management allows you to focus on the IT strategy and get things done, rather than worrying about compliance.

Find your ITSM zen with a Zendesk partner

Zendesk is the world’s leading customer service software. Its ITSM offerings are among the most agile and top-end capabilities in today’s IT climate. Cloud ITSM solutions represent greater reliability, flexibility, scalability, and productivity, and in short, all that is Zendesk.

Watch a short video about the Zendesk service solution.

Who is a Zendesk partner?

A Zendesk partner is a third-party vendor that is officially recognized by Zendesk to implement its enterprise platform services in other organizations. Service providers, business process outsourcers, systems integrators, distributors, technology partners, ISVs, and value-added resellers can be Zendesk partners.

A Zendesk partner that has its accreditations in place is a catalyst for growth. For instance, look for compliance in the form of ITIL-based service management in your Zendesk partner.

Estuate is a Zendesk Master Partner in offering cloud ITSM capabilities

Estuate is Zendesk’s master implementer and solution provider. We offer industry-leading, simple, reliable, and cost-effective intelligent ITSM solutions for your modern business. Our comprehensive suite of ITSM services helps you redesign your processes to increase productivity, execute efficient service management operations, and gain data visibility. We distinguish ourselves through our:

  • ITIL-based service management & compliance
  • Configuration Management Database (CMDB)
  • Cross-domain and cross-industry expertise
  • Cost-efficiency and cost-effectiveness
  • Promptness in providing data security
  • Customer experience delivery
  • Open and flexible architecture
  • Improved user productivity
  • Rapid time to value
  • Cloud-readiness

To see our presence in the Zendesk partner ecosystem, please visit here

When it comes to cloud-based ITSM, we care about both Change Management and Governance, Risk & Compliance. Read more about our Zendesk ITSM offerings here

Want to revamp your cloud ITSM? Visit us. We are right here to help.

Do you think enterprises should invest in cloud ITSM in 2022? How much of an impact will it have?

Application Retirement 101 – Drafting the legacy roadmap

Application Retirement 101 – Drafting the legacy roadmap

Application sprawl is one of the biggest challenges facing modern-day businesses. The reason can vary from uncontrolled data growth to outdated primary software usage. Toward this, legacy application retirement has become a first-order need today. Decommissioning applications optimize resources otherwise needed to maintain outdated data reserves. Industry analysts view application retirement and archival as top data growth management practices.

What is application retirement?

Application retirement is the process of shutting down inactive database applications.

Data is an invaluable enterprise asset. However, some legacy databases consume resources and maintenance costs despite no active use. It makes them more of a liability. While it might be tempting to let go of such applications, by doing so, you also lose access to the information they contain. You may need such information for driving insights in the future.

The smart way to approach this is to leverage the right data growth management practice. Decommission applications that have already rendered optimal usage. Subject the rest of the legacy databases to application archival. The latter sends selected records from an active store to a standardized archive. You can access, manage, and even retire the applications from this archive as per your need.

Why is application retirement needed?

  • Managing data growth – The explosion of data in recent times has contributed to large volumes of stored information. Alongside, it has also proliferated data-intensive applications which are costly to manage. It is good to standardize data growth management as a practice to address these areas.

Read why it is important to control application data growth before it controls your business.

  • Saving maintenance costs – Organizations run low on infrastructure resources if applications start growing beyond control. This necessitates extra hardware purchases which in turn increase management costs. Application archiving or retirement can cut such unnecessary costs. These make room in your budget for innovation and other business improvements.
  • Boosting resource efficiency – Legacy applications often continue to consume resources even after being replaced. Your infrastructure expands to accommodate all the redundant applications and data. And, such inefficient hardware utilization makes you spend more on infrastructure management than needed. Decommissioning applications that are no longer in use is a business-smart step toward this.
  • Ensuring data security – You must be cognizant of how data moves through your enterprise IT ecosystem. Lack of this visibility can increase risks of security breaches and compliance fines. Make application archival or sunsetting a part of your data growth management strategy for arresting such threats.
  • Adhering to legal mandates– Legal changes in structure can pose challenges in tracking the existing software inventory and related resource requirements.

In the case of a merger, for example, one organization’s applications are often managed as the primary software. The other organization’s programs remain in a non-production environment for reporting purposes. Though this addresses compliance concerns, it may create inefficiencies in infrastructure management. Application archival/retirement can come in handy under such circumstances.

Benefits of Robust Application Retirement
Benefits of Robust Application Retirement

Picking an application retirement strategy

There are volumes of applications in the IT environment today. However, so is the amount of data that has the potential of generating future insight. Justifying investment in an application retirement project can be challenging toward this. New demands are compelling today’s IT teams to address data growth management with fewer financial resources than ever before.

The time is ripe for thinking of application retirement in terms of a comprehensive strategy.

The first step should pertain to a thorough investigation of existing programs. However, simply identifying existing software is not enough. Instead, organizations should dig deeper. Analyzing the cost of programs and connecting to respective business values is a good starting point.

An effective application retirement strategy requires this level of visibility for saving mission-critical data and software. It also allots a sufficient amount of time for the discovery process. There are other benefits to this as well. For example, audits become easier for organizations that have a map of where their data is and how their applications relate to one another.

How to select the right technology for application retirement?

The application decommissioning process can be resource-intensive in the absence of appropriate tools. The retirement factory model can come in handy under such scenarios. This data growth management practice is known for its operation streamlining capabilities.

What is the Retirement Factory Model? 

The retirement factory model helps in strategic application retirement. It leverages automation and pre-built templates for decommissioning legacy applications. As a result, manual processes are optimally eliminated while still allowing human insight and intervention as appropriate.

IBM InfoSphere Optim data lifecycle management effectively automates application retirement

IBM InfoSphere Optim data lifecycle management includes functionalities well-suited for a factory-based approach. Incorporating InfoSphere Optim into existing IT environments helps to automate archival job scheduling.

The application archiving functionality saves mission-critical information so that you can maintain compliance. The query workload support helps to access archived data in the future. This way, line-of-business users gain the efficiency of the factory retirement model. They do not lose any information that might be useful for compliance or analytics in the future.

As InfoSphere Optim has a suite of data lifecycle management applications, you can easily leverage it for keeping track of and retiring applications.

Read more about IBM’s application archiving and retirement solutions.

Launching a data governance initiative

Stalling application retirement initiatives can be tempting. There is always a lingering apprehension that these projects will not be cost-effective. However, controlling application sprawl using the retirement factory model is only likely to save resources in the long run. Not all sprawl issues stem from applications. So, software management can contribute significantly to the total cost of ownership (TCO) of technology. Efficiency gains need a solid foundation to launch a comprehensive data governance initiative.

In some cases, this initiative will mean investing in advanced technology. Some organizations may need to adopt new practices for optimizing their existing solutions. Regardless of the changes, an effective approach can accurately follow data through its entire lifecycle. It can facilitate application retirement through automation.

Read why investing in data governance has always been a strategic business move.

Estuate is a premier implementation partner of IBM InfoSphere Optim solutions

We have deep experience in the implementation of IBM InfoSphere Optim solutions. We also know our way around other IBM Unified Governance and Integration products. Archive little-used data and retire obsolete applications with our data archival capabilities. The archived data can be accessed at any time.

  • We are IBM’s go-to partner for IBM InfoSpere Optim solutions across many platforms and use cases.
  • We have a successful track record with over 350 InfoSphere Optim implementations.
  • We have in-house domain experts to provide business-specific consultation across various industry verticals.

Watch this webinar conducted by Estuate’s IBM experts. They speak on data growth management practices using IBM’s InfoSphere Optim solutions.

So if you are looking for robust data growth management solutions, we’re just this click away.

Do you think that application retirement is necessary for managing data growth? Can it make business operations smoother for you?

Customer Service Software in the Age of Modern Business

This is what a typical Zendesk dashboard looks like (Zendesk Support).

In any business, customer service forms the core of overall growth and development. With advancing business technologies, no wonder, customer service software and cloud-based CRM (Customer Relationship Management) support have taken center stage today. And especially with ever-evolving customer needs, a robust support system is indeed needed for assisting users in the journey of discovery, usage, and troubleshooting.

Putting all this stress to rest, thankfully there are cloud CRM software like Zendesk. A Zendesk implementation plan is the gateway to reaching ultimate customer satisfaction.

However before delving into what Zendesk brings to the business table, let’s take a closer look at the central theme of this discussion – Customer Service.

Why Customer Service Matters?

Let’s decipher with an example. Suppose, one day you go shopping for some formal clothes. On entering the shop, you see no sales assistant at the entrance. As you wander further, you notice that the clothes are not grouped in categories – casual wear and business blazers hang in the same stand & the sizes are all mixed up. And while you are trying to make sense of all of this, a sales assistant comes up and tries to convince you to purchase perfume @ 50% off. Say, you finally manage to make your way out with the clothes of your choice, but now you are unable to locate the billing counter. Exasperated, you exist without making the purchase.

Customer service is that business practice that never loses relevance. The above example of a physical store can easily apply to a business website. And, this is exactly where a customer service software comes in handy.

Customer Service Software: Your Key to Creating Customers for Life

Smooth customer experience (CX) is a business game-changer. However as you scale up in size, manually addressing all customer service requests can be challenging. For tracking & collating all requests at one place, driving action-packed reports from them and simultaneously optimizing the response rate – you need modern CRM support. To accommodate the expanding scope of customer service, the world’s leading cloud CRM company Zendesk has a range of offerings in its ambit. Here are some of the core benefits of plugging in an efficient customer service software like Zendesk:

Super-responsive helpdesk – A prompt resolution of queries is one of the sure-fire ways of garnering customer loyalty. Nearly 47% of all customers consider 24/7 support to be non-negotiable. To address the need, a sound CRM software makes the smart use of digital FAQ libraries, chatbots, and community forums. Even when your customer service team is off the clock, not a single query goes unacknowledged. However, too much automation without human touch can also make for a bad experience. Though customers should be empowered to avail self-service, they should not feel abandoned. The right choice of customer service software is critical here.

Flexible ticket management – Funnel all customer queries, issues, and suggestions in a single place, categorize them in sub-groups, troubleshoot immediately or schedule – a robust cloud CRM support kickstarts an automated workflow for your business and minimizes the room for human errors. A Zendesk implementation plan additionally incorporates macros for easier process automation – freeing up your customer support team to take up tasks that require greater human interaction. It is also quick in assigning a unique reference/ticket number to each query, making tracking and resolving easier both in the short and long runs. Better lead-to-conversion ratio follows suit.

Advanced analytics & custom reports – A good customer service software is often defined by its analytical prowess. It helps you capture trends in the customers’ purchase behavior and foster relationships by leveraging data-driven information. Zendesk CRM support encompasses customer analytics to help you interpret how your clients interact with your brand offerings. It further provides insights on how this experience can be improved. The customer service software is best-in-class in offering data visualization using easy point-and-click functions and intuitive dashboarding.

This is what a typical Zendesk dashboard looks like (Zendesk Support).

Cloud-based CRM Support Dashboard – part of Zendesk Implementation Plan | Source: Zendesk

Also, Zendesk APIs are configured around REST which provides a great deal of flexibility in terms of resources and methods.

Third-party integrations – Higher the number of third-party software you can integrate with your core business with, higher the avenues you can cater to. Zendesk makes space for over 100 third party integrations. Salesforce, Google Analytics, and SugarCRM being classic cases in point. This helps you to quickly respond to the evolving market demands and identify what fits your business needs the best.

Customized offerings – When it comes to customer service, personalization is the key. Every end-user likes brand offerings to be tailor-made to their needs – zone, country, industry, age group, etc. Toward this, Zendesk accommodates multi-locale configurations (time-zone & languages) and group rules (auto-redirection according to query), among other key offerings. Such personalization augments product eligibility, compatibility, and eventually up- and cross-selling. So if you want to add a personal touch to your brand, invest in robust CRM support. Having a Zendesk implementation plan is a great start.

World-class branding – Collate all of the above features, put them in one customer service software, and leverage. You are sure to arrive at a smart and reputable brand image that is reflective of your holistic values, mission, and vision. Your web/mobile interface is the first place where your potential customers meet you. It must be distinguished enough to set you apart from your competitors. And, a cutting-edge customer service software will help you achieve that. Zendesk implementation plans have a complete helpdesk customization option (CSS rebranding) in its kit. When utilized optimally, it can be an absolute game-changer.

It’s Flexible, It’s Easy, It’s Zendesk!

The cloud CRM software accommodates all of the above features and beyond. When empowered with Zendesk, not only are your customers happy, your sales, marketing, and customer service teams also communicate better. They work more cohesively toward the business goals. You bulk up on efficiency, and cut down on cost.

Estuate is Zendesk’s Master Implementation Partner

From implementation, training, consultancy, optimization, Zendesk apps, and integration, we are Zendesk’s most trusted Implementation Solution Provider. 

Our Zendesk implementation plans are customized according to your business needs.

  • Zendesk Sell
    Get a clear vision of your sales pipeline, and keep your team focused on the highest value leads & deals with our Zendesk Sell support. 

Our Zendesk expertise reflects in our consistent KPIs:

  • Core global system integration partner of Zendesk
  • Quick and secure migrations from any reporting platform
  • Out-of-the-box integrations and accelerators
  • 100+ successful Zendesk projects
  • Consistent CSAT: 97%
  • Cross-industry expertise
  • Flexible delivery models

So if you are looking to unlock the next level in customer service, we’re right here to help.

What are your thoughts on having a customer service software? Do you think it helps?