How must the channel position itself to successfully sell and implement commercial software?
Alain Badoux: As a provider of digital workflows in the cloud, our solid partner network is very important to us because our partners convey their expertise and effective advice on our solutions to customers from all walks of life. In order to implement a workflow for a client, you need in-depth knowledge and trust in order to provide him with the best support on the road to the 21st century company.
What challenges do you think the commercial software business faces?
The biggest challenge, and also a huge opportunity, is always to respond to the current and growing needs of (new) customers and implement them in the best way. Since everyone’s digital status is different, we must ensure that everyone is involved. The company should improve the customer experience and employee experience. After all, you want to be able to hire and retain the best talent. A more successful business process also largely depends on the effective use of digital workflows in all existing systems (ERP, CRM, IT, HR).
What themes are currently shaping the Swiss business software market?
Business software has always been a means to digitize individual business processes faster and make work easier, more efficient, and cross-departmental—of course, it is now a new mode of work, including home offices and mixed work with protection concepts. We see a great interest in digital workflows. We focus our core business on human resource software, customer service management (CSM), and of course also on IT. Risk and security are becoming more and more important. The focus is on cloud platforms equipped with the latest technologies such as robotics, collaboration or artificial intelligence.
At present, how relevant are the hype technologies such as blockchain or artificial intelligence and commercial software?
With the increase in digitization and automation and the increase in data volume, blockchain and artificial intelligence have become more and more important. We are improving process automation through artificial intelligence, virtual agents, and predictive analytics. By acquiring AI expert Element AI, we can provide customers with smarter AI functions and make value creation easier.
How do you evaluate the future prospects of the commercial software business?
It’s great, it has a lot of potential. Servicenow’s sales have increased by 30% in 2020. With the increase of digitization, the demand for business software is still rising significantly. In general, I see the future in the areas of customer service management/experience and employee experience, but it is always associated with efficient IT and security processes. In view of the efficiency, flexibility and agility of the workflow, you can work more easily in today’s daily work and react quickly to changes. The future starts from now-Servicenow.
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