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Cloud Office Manager: A New Model for Customer Service using Videoconferencing

November 4, 2012 | David S. Maldow, Esq.
Here at Telepresence Options we have recently been turning our focus on new applications for video technology. With video technology becoming so cheap and available, vendors (old and new) are finding innovative and novel implementations. It isn't just for the standard meeting room to meeting room event anymore. It is anyone, anywhere, for any reason. We have been actively seeking out information on the newest and most innovative solutions, but sometimes we get lucky and they come to us. Scott Wells, CEO of Cloud Office Manager, reached out to us in response to our recent write-up on BYOD and Mobile Videoconferencing, and shared the vision behind their new service launch.

Scott has been involved in the cellular / wireless industry since it first started in the late 80s, working closely with companies like Verizon. During that time he noted a long standing problem with the typical customer service model. In the simplest of terms, we aren't always using the right person for the job. Sometimes, when I really need to talk to someone with the technical expertise to solve my problem, I wind up talking to someone with talent and training in customer facing service. I also am frustrated with the reverse problem, when I really need customer service, and I am stuck talking to a technical guy. Cloud Office Manager is a complete turnkey solution to transform your customer service dynamic in a way that ensures you always have the right person doing the right job.

If your company has unlimited resources, you can just send multiple people to each job location to take care of all your customer's needs. A technical expert to fix the problem, a customer service expert to provide you with the information and reassurance you need through the process, an account management expert, to make sure your have the opportunity to upgrade your service package, a sales expert ensure you are aware of the company's other offerings, etc.

Obviously, sending half your company to support every service call isn't a viable business model. What we need is a more efficient way to effectively use our existing talent. You can't send them all, and you don't want to force your talent into the wrong roles just because of their physical location. Why not use the power of video to connect the right resources with your customers in every situation?

CloudOfficeManager_VSA.pngScott describes his vision as follows, "Our business model premise is that the homeowner engagement model utilized by the home service sector (HVAC, Pest, Plumbing, etc) is outdated and is prime for a metamorphosis through technology.  Following the auto industry service advisor model, we have redesigned the homeowner engagement model to maximize customer interaction utilizing mobile video conference tools and cloud computing."

Seems pretty simple, when the Verizon tech guy comes to your house to fix your bad internet, he hands you his iPad so that the customer service team can apologize and offer you free stuff. So why do we need Scott? Well, there are some logistical issues to cleanly implementing and supporting this new service model. Cloud Office Manager is a service designed making this transition easy.

Cloud Office Manager is a turnkey solution including everything a company needs to get up and running with this new business model. On the technology side, they set up your team with everything they might need, other than the computer itself. This includes everything from the videoconferencing software, to office and email software, to a custom dashboard for each user. On the service side they work with your team to design a custom program, provide comprehensive training (using recorded sessions from actual live calls), and provide general services and support. They will even work with Verizon to help ensure you get the bandwidth you need to support your new customer service platform.

Cloud_Office_Manager_Opportunity.jpgScott finds inspiration from Disney. As he explains, Disney isn't selling rides, attractions, and food. Disney is selling an experience. That is the real product, the rides and attractions are just commodities. Unfortunately, most companies are offering commodities when they should be providing experiences. Part of providing an experience is making sure everyone's talent and skills are perfectly directed in a way that provides a completely satisfying experience on every level. You don't see the Disney Princesses fixing the rides, the Disney mechanics don't try to sing and dance for you, and you never, ever, see the guy wearing the Mickey costume take off his head.

About the Author
David_Maldow, Esq.David Maldow, Esq. is a visual collaboration technologist and analyst with the Human Productivity Lab and an associate editor at Telepresence Options. David has extensive expertise in testing, evaluating, and explaining telepresence and other visual collaboration / rich media solutions. David is focused on providing third-party independent analysis and opinion of these technologies and helping end users better secure their telepresence, videoconferencing, and visual collaboration environments. You can follow David on Twitter and Google+.

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