Sampa Mukherjee, Consultant
Making a Difference with Service Cloud
There are days when everything seems to be so good. Everything in place, everyone around us with smiling faces, fantastic food, good music, satisfied day at work, pleasant weather and most important -not facing road traffic!
And then there are days which are not that perfect. One of the essential household devices may stop working. It delays all other tasks. Everyone gets affected and frustrated. Some may skip breakfast at home to reach office on time and have it at the canteen. Others may order it online instead of cooking. Some may face rain as soon as they are in the middle of the road, driving a bike and find out that the raincoat was left behind. On way to the office, someone’s car breaks down and another transportation has to be booked. Some may find that their mobile signal is not available. While at work, a reminder comes from home to book air-tickets.
At these times, we look out for some assistance. Fast and timely assistance.
Deepak Mani, Lead Consultant
Taking In-Flight Experience to Higher Altitudes
The main driving force behind Technology has always been making life easy for people. One particular industry, where I have not seen too much of a change – with respect to customer experience -has been the Aviation industry.
“The average airline spends about 2 percent of its revenue on technology, compared to about 30 percent each on fuel and staffing,” industry analyst Henry Harteveldt told The Economist Intelligence Unit in a recently published special report. “Even increasing investment in technology to around five percent of the revenue could have enormous benefits.”
According to the study by The Economist, the airline industry ranks in the bottom four percent in customer satisfaction. The trouble is, many airline leaders and decision makers are disconnected from their customers’ expectations. The study also discovered that 81 percent of airline executives believe that customer satisfaction with the air travel experience has somewhat or significantly increased. However, sixty-six percent of the customers believe that it has stayed the same or even decreased further.
Nidhi Shetty, Lead Consultant
Education, meet Technology
Like the title says, we are going to dig a little into the beautiful confluence that is Education Technology. But first, let us go back to the basics and understand ‘What is Technology?’
noun | tech·nol·o·gy
The making, usage, and knowledge of tools, machines, techniques, crafts, systems or methods of organization in order to solve a problem or perform a specific function.
Technologies significantly affect human as well as other animal species’ ability to control and adapt to their natural environments.
Kevin Kelly (founding executive editor of Wired magazine) in his book ‘What Technology Wants?’ exclaims “Technology is a fabulous exoskeleton that turned man into superman” and truer words couldn’t have been said. So if technology has been such a boon in all other aspects of life for human kind and other species alike, how have we garnered this amazing concept in the field of education? To answer this question, let us first understand what is Educational Technology.
Ajay Balakrishnan, Lead Consultant
Driving CRM Adoption in Businesses
“Why did I invest in a system that no one uses?” asked the Vice President of a leading tyre manufacturing company after they had spent a fortune in implementing a Customer Relationship Management (CRM) Tool.
Amongst many needs today, companies around the world look to cut down operational costs, improve business processes, bring in efficiencies and delight their customers with the use of flexible CRM technologies. To realise these targets, consistent and increased internal usage of the CRM application is imperative.
User Adoption is key to the health of an organisation’s business processes. The more the better, it’s all about the volume of users using the CRM. Complete, accurate, fresh and reliable customer data entered into the application by company staff results in improved services to their customers, increased revenue, improved sales, higher productivity and effective departmental collaboration.
Arpita Bhawal, Head Marketing & Branding, ET Marlabs
ETians go to India’s First Testathon and Rock it
On May 14, 2016, India’s first Testathon, similar to a hackathon, for testers, was conducted by Global App Testing and Facebook at the Facebook office in Hyderabad. This group of volunteers who put together this first-of-its-kind event in India are a bunch of people who are passionate about Software Testing. This was the fifth Testathon in a series of events that have already been conducted at London, Stockholm, San Francisco and Cluj Napoca (the second most populous city in Romania after Bucharest, the capital).
Two ETians from ET Marlabs participated in the Testathon. They were selected amongst a huge number of applicants from across India and well-known IT companies; then, they got further shortlisted to join the final 50!
Surbhi Aul (Test Lead) and Madhuri Vasanth (Senior Test Analyst) boarded a plane early morning on Saturday and flew to join the other talented participants of the Testathon. At the event, they tested a series of amazing apps with the best testers in the country, all of whom were competing to win. They also used the opportunity to network with other testers and learned from industry best practices.
At the Testathon, the best testers walked away with a load of prizes such as phones, tablets, and smart watches among other things. Ronald Cummings John, QA Tester Evangelist & Co-Founder at Global App Testing congratulated all the winners. Surbhi won a prize for being the “Most Active QA on Social Media” during the event.