Listen to this articleDataOceans’ Oceanus customer communications management (CCM) solution powers the customer communications for hundreds of clients in banking, healthcare, media and other industries. Here, the company’s new Chief Revenue Officer, Fred Soller, explains the value their solution delivers to its customers.
Q: Could you provide our readers with a brief introduction to DataOceans?
A: DataOceans is a customer communications management solution that we provide to our clients as a hosted managed service. Our solution enables companies to engage with their customers across channels like email, print, online and SMS. We make it easy for business users to generate personalized and consistent communications – things like billing statements, compliance notifications, even marketing promotions – that can reach their customers based on their preference, to create a compelling action. By providing our solution as a hosted managed service, we move customer communications out of the hands of internal IT and eliminate data and integration challenges that plague many companies. In fact, our solution is designed to make it easy for business users to create and distribute relevant communications without IT involvement.
Q: You’ve recently announced that Joseph Smith has joined your Advisory Board. Can you tell us something more?
A: We’ve expanded our advisory board to include several new members. Like Joe, who has been a leader in the healthcare sphere for many years, each new member brings significant experience and expertise. He’s an incredible mind, but more importantly a great person. I would be remiss if I didn’t mention the deep bench of leaders, we have in our existing advisory board members, who have been with us since the beginning and contributing to our success.
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Q: Can you explain what you think is the value that DataOceans delivers to its clients?
A: Companies like Amazon and Google have raised the bar on customer interaction and service. Therefore, customers require more from the companies they engage with. They want those companies to understand them and how to best engage – whether via text message, email, direct mail or another channel. If a company can’t do this, if they fail at any communication touchpoint, they cause frustration, which leads to attrition. This isn’t revolutionary, but most companies cannot execute because of data or process challenges. DataOceans solves this and enables agile and consistent communications that create personalized and relevant interactions. Let’s talk brass tacks. How many emails or direct mail ads do you get daily that get deleted or trashed without a second glance? 98% of monthly customer statements get read. How many of those create a positive response? We allow our customers to create a meaningful experience to educate and enable action in these communications and more. Oh, and we drive 30-40% hard cost savings in the process.
Q: Can you give us more insight into your customer communications management platform?
A: Most companies hold millions of customer records – but that data is usually spread across multiple data sources. Centralizing the data for use in communications is a massive undertaking. Add to that the problems of generating communications seamlessly across different channels, archiving them, maintaining regulatory compliance. Taken together, this becomes a significant lift for companies, most of which don’t have core competencies in these areas. We have the technology and the processes to accomplish this. Our solution redesigns communications to improve customer engagement and stickiness while also realizing efficiencies in printing, postage and call center costs. Shoot, I’ve spent many years at enterprise class technology companies that talk about a “unified experience”, “Customer 360”, “golden record”, etc. but cannot figure out how to integrate their 5-6 different tools and clouds in order to deliver real value. We truly have that end to end platform.
Q: You’ve recently joined the company. What can we expect from DataOceans in next 6 months?
A: World Domination! Ha ha…In all sincerity, much of the foundation of our growth was in process before I arrived. My job is to scale the business, continue to deliver results for our customers, and help evolve the company in order to create resilience and ongoing value. We have incredible customers that we want to continue to enhance their success, but we also want to grow through increased market share. You will see DataOceans become mission critical because we can solve so many internal challenges that degrade a company’s ability to create loyalty. We’ve oversold what Customer Relationship Management (CRM) tools can deliver, and while Customer Experience Management (CXM) is the buzzword currently, we believe we’re on to Customer Expectation Management (CEM), and inevitably, it’s Customer Value Management (CVM) that will replace all of these. DataOceans is innovating to ensure that we truly deliver to our clients an ability to create a personalized relationship and inevitably a better, happier world.
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Q: What’s the best thing about DataOceans that people might not know about?
A: We have 15 years of experience delivering CCM and Revenue Lifecycle Management solutions to our clients, and a 98% retention rate. That’s important to our customers who know that deploying a CCM solution can be a massive undertaking if they have significant investments in legacy data sources and workflows. We’ve proven time and again that we are up to the task. Not only that, but that our process, our expertise and best practices mean our solution can be implemented quickly – and start returning on investment – within 90 days.
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