Customer State Machine

With customers using multiple touch-points, it is very important to engage them at every touch-point with relevance and context. In order to do that to every single customer, you have to resort to machine driven intelligent automation, which can learn and compute from past and present behavior in order to create true context and relevance in every customer’s experience.

So a state machine automation that can understand the state of the customer (by computing customer stages, behavior and interactions) can look at a rule book to perform the next action (personalized message) and collect responses to update the behavior. Using the concept of customer strings, this loop automation constantly updates the string in real-time. The string which is consumed by touch-points, have access to real-time insights of every single customer

Using these concepts, Plumb5 Platform allows business to configure engagement automation and create an instant personalized experience for their customers. The below deck features slides with deeper insights about the approach

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Business Operating System w/ Customer State Machine

Having a strong, integrated Business Organisation System (BOS) can determine the success of a company as it begins to grow. A robust BOS – a standardized set of processes followed across all business functions – helps a company successfully scale its operations. The best example of this is the success of the franchise model that has worked wonders for businesses like McDonalds, KFC, etc. Building a sound BOS into the fabric of the company itself will help build a strong brand and enable it to transcend the capabilities of individual managers.

Business Organisation Systems used to be determined by factors like industry best practices, regulatory requirements, and legislations. Now, with technology radically altering workplaces and the way businesses function, BOS is determined by advancements in technology and communication systems. In today’s technology-driven workplace, software platforms are central to developing a standardized BOS to streamline work processes and build a solid operating workflow.

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