Article

Is Digital 360 worth the hype?

Lawrence Coppin,

Director of Salesforce at Virtusa

Published: June 29, 2021

The short answer is “absolutely.”

Digital 360 provides the framework for organizations to provide a personalized customer experience rather than blanket marketing campaigns. Our clients are constantly striving to know their customers better at every touchpoint.

As the new industry standard for communicating with customers on a personal level, Digital 360 allows businesses to connect with their audiences on the platforms they prefer and the way they want. When companies have the capabilities of understanding each consumer, they can better suit everyone’s specific needs and desires. 

This understanding is fundamental to driving customer loyalty — a key factor for success in a world where customers have more power than ever before.

For Virtusa, helping clients, including 8 out of the 10 top healthcare payers, maximize the benefits of Digital 360 is simple because the cloud-based, user-friendly platform is easy for companies of all sizes to learn and scale. Why else do we recommend the platform? 

First, the engine is constantly evolving its models using the help of AI, which continues to provide deeper personalization capabilities across each customer journey. As digital transactions have skyrocketed over the past year, companies that adapted accordingly ended up excelling tremendously. You’ve probably noticed some of these changes, such as retail stores offering curbside pickup, food delivery apps offering no-contact delivery, or even being able to view your barber’s calendar to schedule a time for him to come to you. Plus, these businesses have a plethora of payment options, all of which have your details on file. These seemingly subtle changes have made an enormous impact.

This was all made possible by Digital 360; it keeps your company competitive, accessible, and desirable. It means you can begin to market, sell, and engage your audience anytime, anywhere. Another benefit of Digital 360 is that it enables innovation, agility, and adaptability. The ability to stay nimble is especially important now and in the coming future because it helps companies adapt to changing customer demands that will likely look different than they did before the COVID-19 pandemic.

Since Digital 360 provides an array of out-of-the-box, point-and-click tools that allow customers to quickly build and configure flexible and scalable apps, the apps can be built upon and adapted to reflect the customer’s ever-changing needs. By building this 360-degree view of the customer, Digital 360 empowers agents with tools such as the marketing cloud to recommend products and services to the right customer at the right time.

Being powered by data also ensures that companies have complete insight into their customers’ needs and behaviors, which can then be used to strengthen marketing, bolster sales, and reinforce customer loyalty. 

Whether it’s helping a customer service agent spot an upsell opportunity, or helping complete a customer’s unfinished shopping journey, data is at the heart of Digital 360. The available features and personalization options help businesses future-proof themselves against big and small changes, which will undoubtedly become more clear to us as the pandemic cloud lifts over the coming years and months. 

Together, all of these capabilities are what help companies who use Digital 360 not only survive — but thrive — during uncertain times.

Digital 360 is so valuable to businesses because it combines industry-leading marketing, commerce, and experience clouds to help create seamless online interactions. It also has three exceptionally important aspects responsible for the success of its users:

  • It’s driven by data.
    By integrating your commerce systems, marketing technology, service portals, and social media together on a cloud-based platform, you can effectively create a more educated strategy.

  • It’s obsessed with customers.
    After compiling and organizing all of your data, you’ll be able to create personalized experiences for everyone, essentially giving you the power to please every customer.

  • It’s future-proof.
    Instead of a standard software update, Digital 360 is designed as an evolving technology in itself. In other words, everyone and everything else adapts to Digital 360, as it’s become the industry standard of making companies - and technologies - absolutely agile.

As you can see, Digital 360 offers customizable tools to streamline every aspect of your business.

Transformation starts here.

Lawrence Coppin

Lawrence Coppin

Director, Salesforce Practice

Lawrence Coppin has been working as a Salesforce Solution Architect for over ten years around the world, having lived and worked in the U.K., Asia, and now in the U.S. He currently leads Virtusa's Salesforce Healthcare Business in the U.S., based out of Boston. He is 15 times certified, including as a System and Application Architect and a Trailhead Ranger. So far, he has completed over ten successful end-to-end implementations of Salesforce for enterprise clients across a range of industries, including healthcare, life sciences, fast-moving consumer goods, heavy engineering, and real estate. He also has played a crucial role in the implementation of Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Health Cloud, and MuleSoft Anypoint. 

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