As 2022 begins, enterprise organizations are exploring and adopting new data management approaches to cope with the challenges of running a distributed corporate across many different locations and many more employees working from home. -And now, as Covid19 makes working from home the new norm, data loss is becoming a more crucial issue to address.
Through this article we will describe the fundamental challenge of all enterprise organizations, regardless size, segment and territory; we will show current trends in voice technology, which might help cope with this challenge and finally, we will describe how TALKSENSE technology is used to provide the perfect solution.
Enterprise and field force data
The biggest challenge big enterprises have today is internal bureaucracy. As large as the enterprise gets, it requires its employees to share valuable information from their field’s activities, be it technicians, sales representatives, and so on. CRM research shows that manual data entry is the number one challenge to CRM adoption, with 32% of sales representatives spending more than an hour each day on manual data entry, also making it the primary reason for the lack of CRM adoption.
*Source: Hubspot state of sales.
Our people’s interaction with their data platform today, either business-related (CRM/FSM etc.) or consumer-related (IoT/Automotive/retail/service/BFSI/etc.) is getting complex and includes tiring forms and overwhelming workflows. As a result, 60% of the data is never entered into the CRM [source].
Be it a lack of an efficient user interface that causes poor user experience, which can then lead to significant data loss, and reduced user/employee productivity finally hurting the brand’s revenue. There is a critical gap between the data users know and keep and the data that’s eventually stored at the enterprise’s or vendor’s data stores. A key reason for this gap is that people on the go and on-premise are reluctant and apprehensive to input it. The act of typing information is not working. And the bigger the internal protocol and data entry requirements and added complexity layer -the bigger the problem and gap become.
In another report, McKinsey finds that field technicians wasting up to 40 percent of their workday on non-value-adding activities, such as filling out timesheets, and furthermore, although technicians can see the customer’s unmet needs firsthand, they often don’t upsell the relevant products or services.
Speech technology approach
In a recent find, OPPUS Research surveyed 400 decision makers across eight segments (Banking / Financial Services, Contact Center, Government / Public Sector, Healthcare / Medical Services, Insurance, Retail, Telecom, Travel & Hospitality, Media & Entertainment) to identify some crystal clear trends within the use of voice-based technology and solutions for the enterprise market.
Some major takeaways from this survey indicated that the vast majority – 87% - say that speech technology is used to:” Improve Agent/ Salesperson/Employee Productivity”.
Another very insightful note from this survey is that the biggest return was from increasing productivity with a majority of respondents (71%) saying that they experienced a 26-50% increase in productivity from speech technology. The second biggest impact being an increase in revenue.
TALKSENSE – Say it and you’re done!
The enterprise decision making and data management in the vast majority of organizations are using CRMs – one of the growing technology segments within enterprise’s IT. In fact, it is a $70B market and is expected to reach $94.4 billion by 2027, rising at a market growth of 11.3% CAGR during the forecast period (source).
making it clear why organizations are continuously adopting speech technologies and doing so as part of the CRM deployment considerations.
TALKSENSE changes how different stakeholders in the enterprise update data and communicate, making voice user interaction accurate, intuitive, secure and private. People's engagement with their connected platforms becomes an efficient, productive and enabling interface, through a simple to implement voice layer. The mobile workforce gets more work done by improving how they report business information and interact with their service platform on-the-go.
Consumers-focused vendors, such as retail, commerce, travel, etc., significantly reduce their client’s journey, whether it is a purchase cycle, service cycle, and so on. Using contextual voice interactions, an end user can capture new data, update existing data and query back information from the platform. Data is processed in a proprietary contextual and semantic analysis engine, enabling information processing from different sources and collaborating it with the vendor’s / organization’s own back office. TALKSENSE solution supports any language, accent or platform used and the TALKSENSE contextual processing engine can be implemented in a cloud-based mode or with dedicated cloud and on-premise setup.
What’s next?
If you’re in charge of sales operations, customer experience, or product – you need to start planning your voice strategy, and there are several articles about it online. Or you can talk to us.
Reach out to us and learn how to make your field force more productive.
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