Thunderhead.com, a UK-based customer engagement solutions provider, has entered the South African market in an effort to strengthen its global position.
Jeremy Swartz, regional director for Middle East Africa at Thunderhead.com, points out that the company is aggressively expanding into new geographies following a great response to its SaaS-based customer engagement solution, ONE Engagement Hub, and cloud agenda globally.
According to Swartz, SA offers a tremendous opportunity in the customer engagement space and the company's primary target market will be retail banking, insurance companies, telecommunications, capital markets, shipping and public sector organisations.
Thunderhead.com seeks to redefine enterprise engagement and drive the industry towards the next evolution in customer relationship management to customer engagement and also help organisations redefine customer engagement as a strategic imperative, adds Swartz.
Swartz believes true customer engagement in the new digital economy means harnessing three major elements - collaboration, knowledge and trust - all combined over time. Therefore, he says, Thunderhead.com will provide the platform to engage customers in personalised, contextual conversations across all touch points regardless of device - the right message at the right time in the right place.
Commenting on the company's move into SA, Glen Manchester, CEO of Thunderhead.com, says: "Brand winners and losers will be determined by their ability to build true customer engagement, and we are excited about our opportunities in South Africa.
"Businesses in South Africa are keenly aware of the needs of their customers, with a proven history of implementing successful customer relationship and customer experience strategies. We see huge potential for synergy between the local market place and our ONE Engagement Hub, as we begin to help companies transform towards real-time and omni-channel customer engagement."
According Swartz, South African businesses are focused on getting closer to their customers, building engaged relationships in a digital economy, and being customer-centric.
However, he says the systems that manage interactions with customers do not give these businesses a continuous understanding of customer intent, behaviour and context.
"New digital technologies are revolutionising the way customers interact with brands and at the same time opening up new opportunities for organisations to better serve their customers and drive revenue growth. Customer engagement is the front-line of this digital transformation," says Swartz.
He explains that to inform value-driven interactions and deliver a joined up conversation throughout the customer journey, companies need a way to inform and improve all customer interactions across multiple channels - and it needs to be fast and automated.
Swartz states that Thunderhead.com will provide solutions that enable companies to capture rich, real-time insight from everywhere and deliver it to anywhere, enabling a true enterprise view of the customer, unified customer service, sales and marketing silos.
The result will be a seamless delivery of connected customer experience regardless of business and channel silos, and the ability to manage the customer journey across all touch-points, says Swartz.
The company has opened offices in Johannesburg and Cape Town.
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