By Ann Scheuerell. First Published on TIBCO’s blog, January 2017
inQuba delivers context for enhanced customer experience
To build a platform for (1) listening to the voice of the customer, (2) learning what customers were saying, (3) sharing that information across a company, and then (4) engaging with the customer to close the loop, inQuba needed a single, fully integrated, end-to-end architecture.
“We looked at the market, saw there were lots of piece parts, and came up with a single, fully integrated, end-to-end architecture providing those four capabilities. We wanted to grab a window of opportunity we saw in the marketplace,” explains Paul Cole, President of inQuba America. “Most people would say that competing on price and products will run its course eventually, and that it is customer experience that is becoming a very big strategic differentiator. It comes down to your ability to relate and connect with customers.”
To build their unique customer experience orchestration platform, inQuba chose BusinessWorks to integrate client data with their hosted services, Spotfire for analytics, and Jaspersoft for embedded BI and reporting.
“You have to do a good job of nurturing your customers if you want to grow profitably,” continues Mr. Cole. “We think inQuba has some very simple, but profound differences.
“One is the way the platform and data model are architected. Everything we capture, interpret, and distribute is anchored in the context of the customer’s journey, and we can personalize interactions against that context. Second, our end-to-end integration with single sign-on lets users securely and seamlessly navigate between modules. That seamless experience helps them better understand what they need to do to improve the relationship with their customers. In contrast, many of our competitors have multiple products that you log in and out of. Third, our functionality enables clients to gather feedback and take action to drive and improve performance. TIBCO products help enable that robust functionality and help drive our competitive advantage for our clients’ success. They provide a robust, user friendly, analytic approach that doesn’t require tremendous development and therefore helps us accelerate value.”
Learn more about the value inQuba provides its customers, including how it determines what moves the needle in terms of experience and loyalty.
Whispir speaks up and grows software adoption with Mashery
Whispir’s SaaS software manages communication flows within and between applications and people, turning any application into a communications platform. It connects mobile, social, web, and RSS technologies to facilitate information sharing and encourage real-time collaboration among staff, stakeholders, employees, customers, or communities.
“Our customers really wanted communications and collaboration infrastructure that acted like a ‘single pane of glass,’ where all of these technologies could be seamlessly integrated as a feature set within existing applications,” explains Product Architect Jordan Walsh. “They also wanted a customizable solution so they could easily add, delete, or modify this communications infrastructure, either globally or for each application. Mashery was chosen primarily because of its simplicity of design and ease-of-use.”
Soon after Whispir turned on their Mashery platform and began to market its API, customer adoption took off. “The program has been a raging success,” says Walsh. “There’s been a 3,000% increase in API usage year-over-year, and over the past five months, there’s been 112% increase in API calls per day, with calls currently growing at a rate of 5,000 per day.”
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