Overview
Marketing
Decision
Management
Contact Center
Retail Channel
Enterprise
Platform
Architecture
Collaborative
Development
|  |
Chordiant Fly By Wire
Implementing the correct customer strategy and steering a course for success is made possible by Chordiant’s Fly By Wire methodology.
The term ‘Fly By Wire’ was originally used by aircraft manufacturers to describe the way in which a pilot can change the course of a large aircraft by using simple controls, even though the process involves an enormously complex combination of actions, which the pilot could not perform manually in the time required. The analogy is an accurate one. The Fly By Wire business concept enables management to judge what changes need to be made to the different channels in order to steer the business. Management represents the pilot. The organization is the aircraft. The marketing and service channels represent the various aerodynamic surfaces that dictate the aircraft’s direction. Your competitors and your customers are analogous to the wind and the terrain. By altering the controls in the boardroom, management is able to adapt the organization’s course surely, accurately and more quickly than ever before.
Benefits
The four key benefits of the Fly By Wire concept are personalization, synchronization, feedback and adaptation. Fly By Wire allows a company to personalize customer interactions, thus ensuring that it is saying the right things to the right people. The company can offer a high level of attention to high-value customers, and not waste time on those not seen as economically viable.
Under Fly By Wire, customer interactions are synchronized across all channels, offering consistent service to customers, regardless of their method of interaction. Thus, a company can initially ‘tempt’ a new customer with a letter, follow this up with complementary messages from the website, the call centre and the local branch office, and complete the sale with a visit by a salesperson. The active decision management capabilities that underpin the Fly By Wire concept ensure that the treatment in each channel is synchronized and is consistent with the agreed strategy.
You can view the Fly By Wire demonstration here.
Fly By Wire provides feedback, enabling a company to learn from the effects of its customer strategy. All decisions, made through any channel and regarding every customer, are monitored to keep an eye on performance and get an early warning on changing market conditions. As required, the company can adapt quickly, adjusting the predictions, segments and rules that implement the relationship management strategies and thus altering the company’s course using Fly By Wire.
The following are three examples of Fly By Wire in action as applied to particular business scenarios in Lending, Telecommunications and Retail.
If you require additional information on the Chordiant Decision Management Solution, please download our brochure, call 1-888-CHORDIANT or contact your local Chordiant Office.
|  | |
