Current Salesforce Mobile App Limitations and Potential Workarounds

Current Salesforce Mobile App Limitations and Potential Workarounds

As the digital marketplace landscape grows, a reliance on the mobile application is becoming an increasing trend with Salesforce implementations. We recently partnered with a client who was implementing Salesforce globally and relied on the mobile application as the primary source of daily access. Through this project, we uncovered a few unique differences in the mobile app compared to...

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Winning the Battle for Customers: A Dinner Conversation with Bay Area Financial Services Leaders

Winning the Battle for Customers: A Dinner Conversation with Bay Area Financial Services Leaders

A dinner conversation among Bay Area execs about winning the battle for customers generates a surprising level of passion and intensity.  We saw this in spades at a recent gathering of financial services leaders at Prospect in San Francisco.  Once we were satisfied with the sharing of two vintages of our Director’s Reserve Cabernet, Don Peppers (formerly of Peppers and Rodgers) and Paul Hagen...

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Are You Prepared for the Utility of the Future?

Are You Prepared for the Utility of the Future?

The magnitude of opportunity and change facing utility executives is both exciting and overwhelming. With many facets of the business shifting all at once, it is difficult to balance successfully running today’s utility while transforming into a more efficient, more secure, customer-centric and safer organization. Through our observation of many utility environments, we believe that focusing...

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Trust me, Fred. This Amazon thing is a Go!

Trust me, Fred. This Amazon thing is a Go!

I walked a few blocks up the street from West Monroe’s office with my colleagues to visit the newly-opened Amazon Go store. Having downloaded the app to our phones, we headed out the door to experience the store of the future on opening day. After waiting in line a few minutes, we were ushered in.…

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Cybersecurity in the Age of Digital Transformation

Cybersecurity in the Age of Digital Transformation

Customer experience (CX) in the utility industry is undergoing dramatic change. Customers want more access to information, more choices to access information (such as mobile and social media) and enhanced ability to manage costs. To meet this need, utility companies are striving to engage their customers using data analytics, monitoring and control in the modern ecosystem of Internet of Things...

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Why Good Customer Service Is Not Good Enough—Even in B2B

Why Good Customer Service Is Not Good Enough—Even in B2B

Having good customer service is not good enough in today’s service industry. As technology rapidly evolves, so do clients’ expectations for a premium customer experience—and their expectations are being set by B2C businesses. If a company refuses to acknowledge and invest in a better customer experience, then its clients will migrate to competitors—perhaps even if the competitors’...

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Here’s the deal with digital.

Here’s the deal with digital.

Leading companies across numerous industries are abuzz with going “digital.” At West Monroe, we believe going digital—or digitizing information so it can be transmitted, stored, and analyzed to gain new insights and efficiencies—is a key enabler and accelerator of an organization’s strategy. But what does a utility have to gain from this digital revolution?…

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Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Two Sides to Every Storm: Hurricane Irma and Providing or Depriving a Positive Customer Experience

Hurricane Irma made its second U.S. landfall on Marco Island, FL early Saturday afternoon. As one of the strongest hurricanes ever recorded in the Atlantic Ocean, the impact of the category five storm has been extreme. Irma’s wrath damaged areas from Southwest Florida to South Carolina, created one of the largest mass evacuations in U.S.…

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Phone: 312-602-4000
Email: marketing@westmonroepartners.com
222 W. Adams
Chicago, IL 60606
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