When a customer is on the phone, time is of the essence. Service reps need quick access to key customer data and records. Too much precious time is wasted on logging in and toggling between multiple applications to look up customer information, purchase and payment history, service records, and other data. Unnecessary delays, lack of information, or inaccurate data will only fuel customer frustration.

A single interface that allows service reps to access all the relevant customer information, regardless of where the data resides, will increase responsiveness and improve accuracy. An intuitive, no-training social interface will also help reduce training costs for call center staff, while facilitating internal collaboration and external engagement.

A good example is John Lewis, the largest department store retailer in the UK. With its Customer Project Management (CPM) application, employees (or Partners, as they're called) can manage customer case specifications and communicate case status in order to create a more seamless customer experience. The full lifecycle of the sale and delivery is monitored and can be changed to take account of customer requirements and internal priorities.

"With Appian our Partners can make each customer interaction more effective and productive, access the right data, and the whole process is visible at every stage of the customer journey," said Mark Fishman, Project Manager, Retail Operations Development, John Lewis. "This supports our Omni-Channel aspirations and is all about: smarter decisions, faster action, and more transparency to deliver the best customer experience."