Cloud capabilities: Customer experience and the automated supply chain

As the supply chain becomes more heavily automated and companies move products from point A to point B at ever-increasing speeds, maintaining brand image and keeping customers satisfied is still paramount. In order to improve the customer experience and create more value within the supply chain, companies are turning to technology solutions that automate data collection and improve logistics and supply chain management.

The cloud has been proven one of the best ways to actually improve customer experience and create value for companies. Technology research firm Gartner predicted that the market for cloud-based supply chain systems would be worth $4.4 billion by 2018, growing at a compound annual rate of 19 percent.

The supply chain is an important ecosystem, with many moving parts that come together to create value for the business and for consumers alike. Cloud-based applications have revolutionized the way the supply chain functions, independent analyst Joe McKendrick noted in an october 2014 Forbes article. This, in turn, leads to significant improvements in customer satisfaction.

How can companies achieve better customer satisfaction by implementing cloud-based tools into their operations? Let’s take a look.

Cloud-based analytics

Analytics tools deployed in the cloud can have a positive long-term impact on customer experience for a few reasons. When businesses are given a reporting tool and platform where they can view all of the collected data from throughout the company, decision-making becomes easier and companies can operate more efficiently.

More efficient operations have an impact on how customers perceive the goods and services produced by a company. For instance, efficiency can lead to shorter delivery times. Financial Times contributors Alexandre Oliveira and Anne Gimeno wrote that in order to positively change customer perception and therefore create more value in the supply chain, it’s important to follow a strategy that adds value for the customer. Improving efficiency, therefore, is one way to accomplish this addition of value.

Information at your fingertips

Having immediate access to business-critical information is one of the biggest drivers for cloud deployments among enterprises. According to Forbes cloud expert Louis Columbus, cloud adoption within the supply chain is heavily dependent on whether or not a company already has an enterprise resource planning solution in place. Columbus cited a report that found businesses and customers alike can benefit from having immediate access to information, which the cloud grants.

The cloud helps automate processes by providing critical insight for each step in the supply chain, and companies are integrating their clouds with current ERP technologies. By implementing analytics solutions and assessing the data coming in from throughout the manufacturing and delivery process, companies can get a more complete picture of their operations. This in turn translates to a better overall customer experience.

By implementing cloud-based analytics and ERP tools, companies can better serve their customers. Contact Inspirage today to learn more about how Oracle Cloud solutions can help automate your supply chain and impact customer satisfaction for the better.


Sandeep Thigulla | Key Contributor

Sandeep Thigulla possesses 12 years of project experience with Oracle applications and modules including Fusion Cloud Applications and the Oracle E-Business Suite (EBS), specifically Service Parts Planning (SPP) and Logistics, Customer Relationship Management (CRM), Supply Chain Management (SCM) and Order to Cash. He has successfully planned, executed, and monitored large complex projects with multiple clients globally. Industry experience includes high tech, retail services, manufacturing, and service industries. He is recognized as a leading expert for the Oracle Fusion Cloud Implementations within CRM and SCM.