Igniting Customer Advantage with Speed and Unprecedented Customer Experience
As Molex continues on its digital transformation path, customers remain our front-and-center focus. After all, we recognize that our customers have choices when it comes to selecting the best connectivity solutions and products for their critical projects—and our goal is to be their preferred business partner.
To accomplish this, we are embracing new digital tools, automated processes and online access to service, sales and support resources that ensure fast, efficient and personalized customer experiences. As with other parts of our digital journey, we are moving purposefully and pragmatically without wasting time or missing opportunities to elevate customer engagement.
Let’s face it: there’s a need for speed when it comes to putting customers first, and we’re certainly not alone in this endeavor. Fueled by industry disruptors like Amazon and advances in cloud computing, IoT and Artificial Intelligence (AI), digital self-service now dominates commerce and increasingly, B2B customer service engagements. Some 84% of customers say the experience a company provides is as important as its products and services, as per Salesforce’s 2019 State of the Connected Customer.
A New Kind of Digital Community
Highly engaged customers return much greater value to the business in the long term. In return, these customers expect always-on communications, immediate responses to their service requests and expedited problem resolutions.
Through various digital communities and online portals, Molex will be able to meet those expectations by offering robust, reliable community, eCommerce and support destinations. Our next-generation digital customer service and commerce portals will align state-of-the-art tools and processes to simplify and improve every aspect of customer engagement. We’re taking advantage of advanced analytics and Artificial Intelligence (AI) to automate transactional processes while unlocking vital insights to improve decision making.
The bottom line: we want to make it easier for customers to do business with us while making it easier for us to support them. Our long-term goal is to extend customer engagement across all of Molex—from engineering and product development to procurement, supply chain, quality…the list goes on and on.
Currently, we are building and piloting a series of self-service features that are designed to do just that by providing direct access to account details, integrated customer support and knowledge sharing. We also are streamlining access to our extensive product catalogs, along with online ordering and fulfillment capabilities.
We are bringing customers along this journey and their invaluable feedback is being incorporated into each new version on our way to prime-time availability. We are listening intently to requests for intuitive search functionality, resulting in an intelligent search function that locates products from our vast catalog by part number or simply by description. Enabling more intelligent searches helps customers find what they want and place orders faster without human intervention.
We’re working hard to ensure that all digital and online tools are intuitive and developed from a customer-first perspective. This same philosophy is being applied to all back-end functions to ensure employee-friendly operations, especially in administering Molex’s real-time, client case management. The ultimate goal is to free service resources from tedious process steps, so they can spend more time having strategic conversations with customers to help solve the most critical product fulfillment needs. While this is great for our customers, it’s also more rewarding for Molex employees.
For example, we will be able to process expedited requests more efficiently by dynamically validating product location and quantities within the Molex supply chain, while providing the Molex team with real-time visibility across our global supply chain. That’s powerful. It is also what our customers expect: responsive, real-time, customer-driven support.
Moving Up the Value Chain
Our global sales and marketing vision — to be the preferred business partner to our customers and stakeholders — depends on enhancing customers’ digital experience. Whether shopping for a new connectivity solution or entering a service ticket, customers need their engagement with us to be as stress-free and convenient as possible, on par with what we experience online today as consumers. This requires active listening and investing in features and functionality that will elevate engagement and drive our service levels to new heights, resulting in better customer outcomes.
Our digital investments are allowing us to move up the value chain and become a more integral part of our customers’ businesses. Automating transactions while still ensuring our service teams have the right information at the right time also will empower us to anticipate customers’ evolving business needs and emerging technology requirements.
We are very excited about the progress of our digital transformation as we are well on the path to more productive and effective customer engagement. Molex’s digital transformation journey is empowering all of us to think and act with a customer-first mindset, which is the ultimate driver of long-term customer advantage.