How to use Data Analytics in Customer Service Solutions

September 19, 2015
  1. Collect data for the entire customer journey
  2. Apply analytics to better understand your customers and personalize the journey
  3. Use predictive analytics and machine learning to anticipate important events
  4. Continuously tune the analytics platform using feedback

SolrCloud Terminology

October 17, 2014

Excellent article and diagram giving a high level overview of SolrCloud terminology –

The two Real Enterprise Content Management Software Trends for 2014

April 22, 2014

1 –  Modern, Minimalistic, Intuitive User Interfaces

Customers have become accustomed to a Dropbox like user interface.  Enterprise systems need to catch up and build software that is intuitive and easy to use across all devices


2 – Value for Business

We need to imagine ECM software beyond managing data and minimizing risk. This should be inherent in the software.  We need to automate workflows.  Automating workflows includes eliminating unnecessary steps.  E.g. if there is no value in a person approving a document, we should not blindly automate this step simply because it is part of the current workflow.  We need to critically evaluate each step and think how to provide true value for expected objective.




Improving IT ops efficiency is a business need

December 14, 2013

As Facebook has demonstrated, there is business value to improving efficiency of IT ops. Large organizations tend to relegate internal operational efficie to a lower priority and need to open their eyes to opportunities that open up when internal efficiencies are accomplished.

Check out Facebook IT ops