Many companies wonder whether it makes sense to hold onto legacy systems in the face of newer technology. It’s an especially puzzling point of consideration when some of these more recently-developed systems boast all-in-one platforms, theoretically making things run smoother. But is the easiest option always the best one?
At Inspiro, we believe that the best tool for the job always suits the company’s and the customer’s needs, whether that’s the latest tech or the tried-and-true. The most important thing is that the systems in use interact with one another flawlessly, delivering a fully-integrated, frictionless user experience.
While it might make sense, at a glance, to use a single, cloud-based system that can handle everything by itself, there may be cases in which a particular element from a different system, like a voice channel, proves better aligned with the goals of the company – in such a case; we believe it’s worth the effort to use that channel in conjunction with matching systems, even if it means making use of technology from multiple sources at once.
The key to making this work is ensuring that every step of the process easily flows to the next. Even if the pieces are from varied sources, taking the time and care to integrate those systems makes it so that the whole works just as well—if not better—than a pre-packaged alternative.
This means more than finding the bits that work; it means creating a perfectly-customized experience for any client, any customer, and under any circumstance.
Of course, to tailor a platform with precision, one must have access to a wide variety of DX (digital experience) solutions in the first place. By keeping our options open (and plentiful!), we can be ready for any requirement at anytime.
When selecting the elements that will go into the final platform, compatibility is among the top priorities, along with efficiency and ease of use. Suppose a client has a favorite DX tool, feels strongly about a specific goal that must be achieved, or has a particular value that must be demonstrated. In that case, we champion picking the perfect DX solution for the job and shaping the rest to support it with pinpoint precision.
It’s not about what would be easiest to implement initially but what would make things easier for everyone using the system in the long run, whether the customer or the expert facilitating the exchange.
When it comes to integrating systems, the ultimate element we keep in mind is information. So long as the information is transferred and kept updated between steps, customers and providers alike can seamlessly move from one channel to another without having to repeat themselves, backtrack, or fumble for data.
When everyone knows what’s going on, everyone can keep going. Remembering this essential consideration, legacy and newer systems can work together to deliver a rounded-out, frictionless experience that hits every point accurately and efficiently.
So, the next time you’re wondering whether to stick to what you know or try something new, remember that pulling from various sources isn’t necessarily a recipe for a mess – it can be an advantage that lets you construct the perfect system for your needs.