Data-Driven Narratives
Bringing Project Amplify to life through the OASIS platform
Ecolab has collected a robust amount of customer data. But the data is not working with employees or for the customers.
How might we optimize value for the customer experience of Ecolab with right resource, right time, right channel.
OASIS is Project Amplify realized
Oasis platform was meant to deliver "the ultimate customer experience."
Core framework of OASIS
Right
Time
Intelligent planning is key to the ultimate customer experience
Right Resources
Intelligent assignments with all the information in the palm of their hands
Right Actions
Self-guided and remote service efficiently addressing customer needs
Scene 1: Right Time
An automated self-service platform that brings together seven data and technology sources. The platform serves both Ecolab customers and employees to design efficient and desired outcomes.
SCENE 1
Jose gets a holistic view of all accounts from a macro perspective down to a regional view and zooming into an intelligent integrated system, ensuring everyone is getting what they need at the right time. Enabling every CAM to maximize value for every account.
Scene 2: Right Action
A platform that guides customers directly and gets their needs met faster. A prospect account required an update and needed a valve turned on in the morning. Oasis flagged the account and scheduled an auto update and sent the customer a tutorial video on how to locate and turn on the valve.
SCENE 2
Rather than waiting for a field technician to visit, Elijah can ensure updates were installed and identify the valve that needs to be turned on. Addressing the service issue in a matter of minutes.
Scene 3: Right Resources
Oasis is a proactive platform assisting customers, employees, and reps in the field. Assigns the right expert whether it be technician or specialist is key. Providing all necessary information and seamlessly integrating with both the corporate account and the facilities they are visiting.
SCENE 3
Steve, a chemical engineer received an alert that he was required at site 223 to support a technician who was performing regular maintenance. Oasis prioritized this as his first site with ongoing water purification issues. Oasis provided a list of all tools necessary for the job. Upon arrival he grabs his tablet for assistance during the visit.
Scene 3: Right Resources
OASIS
The ultimate customer experience delivered
I also collaborated closely with Indigo Slate’s Executive Directors, Founder, and Zensar executives on ongoing projects and new business opportunities. I played a key role in securing new business globally for both Zensar and Indigo Slate.
Intelligent and responsive scheduling is the foundation for optimized customer support and efficient site management
Self-guided and AI-automated support allows customers to address their problems in real-time with the right information to get the job done
Optimized site visits ensures the right talent and expertise is set up for success arriving with all the tool and integrated account data needed so no dollar or time is wasted
In the end
Ecolab was super excited about the "storytelling" style and bringing a future digital solution to life through strategic design and animation!
