Modernizing Customer Experience with Cloud Computing


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Over the past few years, I have observed that even after offering fantastic products/services, companies fail to stand out from their competition. The problem lies when organizations fail to deliver a fantastic customer experience. Customers these days don’t demand satisfying customer support; they are looking for sustained customer engagement that can deliver a richer and more fruitful customer experience.

A survey shows that 94% of organizations rely on cloud computing services. Cloud computing’s popularity is growing exponentially, and it is expected to have a business capital of $832.1billion by 2025.

Let’s understand how companies are leveraging this technology with the help of a few real-life examples –

Dropbox and Gmail – Cloud is generally leveraged to store files. It provides an easy backup solution by automatically synchronizing files from your desktop. Moreover, there is no limit on the usage of storage capacity. It is on a pay-as-per-go basis. Dropbox normally allows 1TB of free storage. Post that, it is chargeable based on your usage. On the other hand, Gmail typically allows 15GB of free data storage for all its services.

Healthcare – With the help of cloud computing, patients are not geographically limited to consulting with the best doctors. Now, medical professionals can have your data, analyze the data and do remote diagnostics. Cloud computing makes it feasible for doctors worldwide to access medical information for faster prescriptions.

Improving customer experience using cloud computing

How successful is your mobile app? You can analyze this question by asking your IT support executive. They are the ones that deal with endless helpdesk tickets, integration issues, security lapses, and downtime complaints.

Many of these tickets and issues can be omitted by upgrading legacy IT systems to cloud computing. Switching to cloud computing eliminates the need for continuous hardware and software upgrades in a traditional fashion and significantly improves customer experience.

Differentiation and experience management

Are you struggling with quantifying the impact of each stage in the customer’s journey? Are questions like – how to keep customers in the loop? How do you measure the financial impact of the customer experience?

These questions can be answered by leveraging the cloud to automate, customize and optimize client engagement using machine learning algorithms. Using machine learning technology allows you to give your customers a more personalized experience based on their preferences.

Engaging customers

Finding the best way to serve customers in a situation where customer contact is always changing is one of the most challenging things businesses can face.

Cloud solutions provide simplicity and speed to their business customers in order to meet their expectations. In general, people’s expectations are more important than their actual wants. When calling customer service, customers no longer want to be placed on hold. They want to use social media and mobile devices to rapidly and easily contact businesses.

Businesses can use the cloud to rapidly and effectively communicate with customers via a variety of channels, including email, online chat, social media, mobile, SMS, and outbound calls.

Optimizing the frontline

Customer experience is the responsibility of every department in your organization. But, in order to improve your customer experience, it is mandatory to put a team on the frontline for customer engagement. This frontline team needs to collaborate seamlessly with each other as well as with backend process executives. In reality, such a scenario is feasible at a costly expense.

One of the most cost-effective solutions is relying on cloud technology that opens doors for a wide variety of CRM platforms to work with. All you have to do is identify your needs and criteria clearly, then select a solution that meets those demands. The goal is to choose a system based on its capabilities and features rather than price.

Focussing on innovation

Businesses can underperform in their customer care initiatives because they are reluctant to push the boundaries. Usually, this makes it impossible to fulfill client expectations. Their ability to innovate is made possible by the utilization of the cloud, which increases operational flexibility and scalability. Businesses can swiftly adapt their customer relationship models to satisfy target customers’ expectations. Utilizing big data allows you to gather client information from numerous sources, analyze it, rank it, and use it to construct new customer engagement strategies that lead to more profitable customer relationships.

In short, the cloud aids in your ability to meet market demands. Additionally, it increases business agility and gives you the freedom to modify your company’s technological infrastructure as and when necessary.

Providing continuous focus

In order to find out if the client is happy with the services provided to him, continual follow-up is more crucial. The cloud is used when the customer needs future support. Cloud-based IT support is rapid and adaptable. It resolves difficulties without interfering with the customer’s business operations. With the help of this cloud feature, it is possible to continuously monitor the client’s demands and offer him quick fixes.

Helps in integrating data analytics

Nowadays, all the customer’s data are stored in the cloud. Organizations use this huge data to analyze with numerous analytical tools available in the market.

Companies can make informed decisions in real-time based on integrated platforms that harness visibility, accessibility, and transparency into operation and customer data. You can use this profound data to focus on how to engage customers, employees, and other audiences.

Always stay up-to-date

Since regular upgrades are crucial for cloud applications to work as planned, doing so will result in higher productivity and more significant results.

Cloud application functionality is changed via routine updates, which also improves their stability and prepares them for new tasks and procedures. When a cloud application is upgraded, customers see a smoother application that offers a proper pace for commercial activities.


Cloud computing will be the future of customer experience sooner or later. There are a lot of variables associated when dealing with customer experience. Cloud computing helps you deal with these out-of-control variables with a great deal of confidence. It is not only vital for collecting information but is also equally capable of making an in-depth analysis for a more informed decision.

In the modern-day digital era, both human experience and innovative technology play a vital role in customer experience and satisfaction. In this blog, I have covered a few core reasons for considering cloud computing for modernizing customer experience. Let me know in the comments below if you have any valuable pointers to add to this resource.

Hiren Dhaduk
Hiren Dhaduk is VP of Technology at Simform, a digital product engineering company. He leads large scale mobility programs that cover platforms, solutions, governance, standardization, and best practices. He is a versatile leader experienced in assisting successful companies to extend their frontend capabilities by providing pre-vetted dedicated Angular developers.


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