Four Managers Whose Jobs Depend On Digital Operations Success

Digital transformation is the talk of today’s business world. But businesses are transforming in other ways, too. It’s no longer possible to wall off core operations like finance and production from one another. Today’s business operations have to be fluid and organic, and it’s up to operations managers to make that happen.

Customer Experience Manager – industrial robotics maker

You’re the pipeline from customer service into your engineering and product development group. Your company regularly produces new variations, new features. You’ve got to find out which are working as advertised and which might need to be re-designed – or dropped from the product line.

Sound easy? It’s not. Not when engineering and product development are at each others’ throats over a new material that’s just come in. They don’t want to hear from you – or from complaining customers.

Network Operations Manager – Fortune 1000 company

Your company has plenty of customers for its products, but you’ve got your own, very special customers. Like the IT department, the executive suite, sales and marketing – in fact, anyone who suddenly can’t get the network to function.

So now you’re on the phone to the network engineers, to facilities management, to IT management, to software development. They’re giving themselves a clean bill of health – but you haven’t found the problem.

Customer Operations Manager – supply chain company

The good news: your company has a new product, just out. The bad news: you’re responsible for daily order fulfillment, shipment execution and customer service, among other things. Your COO expects to see a budget forecast for the next quarter, and you’ve just heard that delivery to a large manufacturer is late.

You’re now jumping through hoops. Calling, emailing, texting. Trying to find out how much product you can expect for the new quarter. Trying to find what went wrong with the shipment – and trying to figure out why you can’t get a call back from finance, sales, or logistics.

Service Operations Manager – HVAC supplier

You’re in charge of customer service, both inside and out in the field. You talk daily with sales and marketing, engineering, logistics. and finance. You talk a lot. You’re assembling a field service team, and you even spend time in the field yourself.

But when something goes wrong, who gets called? You, for a start. It would help if you could look into the sales database, but you’ve got to wait for a return call instead. Same with finance. Is the customer’s billing up to date? You won’t know ‘til you get a callback. And engineering: which version is this – was there a recall?

Working Together – Visually

Digital operations is a neat buzz phrase. But to succeed, operations need to learn how to work together digitally. Your job depends on it, just as your company depends on you to do that job. But you can’t do your best if you need phone calls, emails, messages and office visits to fix the crisis at hand.

Here’s where real-time analytics – Vitria’s analytics – come in. Vitria sets up a visualization plane across your company’s operations, then makes this view available to authorized users – customer experience managers, network operations managers, customer and service operations managers, as well as executives and other managers.

As operations become more fully digitized, they’re able to generate self-health indicators and performance measurements, and these become available through the Vitria analytics pipeline. Vitria collects and curates this data in real time, performs time-series computations to show any interruptions in normal data patterns, and then displays the results in graphical dashboards.

These analytics then become the basis for more advanced analysis, where Vitria applies machine learning and other techniques to add contextual information and to discover nuanced changes in behavior – of operations systems, customers, suppliers, and anyone and anything else that is within the visualization plane.

That way, customer, network and service managers can get instant information and detailed views of their relevant operations, and can make the new complexities of digital operations work on behalf of them – of you – and your company.

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