{"id":2935,"date":"2018-01-12T07:25:42","date_gmt":"2018-01-12T15:25:42","guid":{"rendered":"https:\/\/www.microsoft.com\/industry\/blog\/uncategorized\/how-avnet-enhances-customer-experiences-with-microsoft-azure\/"},"modified":"2019-10-16T02:22:05","modified_gmt":"2019-10-16T02:22:05","slug":"how-avnet-enhances-customer-experiences-with-microsoft-azure","status":"publish","type":"post","link":"https:\/\/www.microsoft.com\/en-us\/industry\/microsoft-in-business\/customer-experience\/2018\/01\/12\/how-avnet-enhances-customer-experiences-with-microsoft-azure\/","title":{"rendered":"How Avnet enhances customer experiences with Microsoft Azure"},"content":{"rendered":"\n\n\n
<\/a><\/td>\nFocus on: Empower Employees, Transform Products, Engage Customers
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Avnet is a leading global technology distributor, and provides design services and integrated solutions. Through the years, Avnet has built strong, collaborative relationships with customers and suppliers in 125 countries around the world. These relationships enable Avnet\u2019s more than 15,000 employees to guide companies of all sizes through various stages of product development and production and bring differentiated technology solutions to the global market.<\/p>\n

Among the defining characteristics of Avnet\u2019s unique value is the company\u2019s ability to bring together a comprehensive network of hardware and software suppliers to meet the needs of more than 2.1M customers for the microchip, control board, software and\/or other embedded digital solutions required throughout each phase of the technology lifecycle. In addition, Avnet\u2019s distinct supply chain and logistics expertise ensures these components are in the right place and right time to support production anywhere in the world.<\/p>\n

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As the tech industry evolves, Avnet continues to future-proof its expansive service and distribution offerings with an industry leading digital infrastructure. Nishant Nishant, head of Avnet\u2019s digital strategy, and his team have been instrumental in shaping the company\u2019s digital transformation, propelling the organization towards a more modern, streamlined digital enterprise capable of supporting customers\u2019 growing needs for responsivness, flexibility and edge-to-enterprise solutions.<\/p>\n

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Navigating company expansion while driving customer value<\/strong><\/span><\/p>\n

This transformation has been crucial to enabling Avnet to fulfill its vision of supporting customers throughout the entire product lifecycle – from shaping the design of a product, to crafting prototypes, ramping up full-scale production and post-sales warranty and service.<\/p>\n

To maximize the opportunities presented by these enhanced digital capabilities, Avnet expanded its capabilities and acquired two companies. These strategic moves enable Avnet to connect with customers earlier in the value chain, support technology development and build relationships across every phase of the technology lifespan.<\/p>\n

As its digital footprint grew, Avnet recognized the importance of maintaining a superior customer experience across its diverse, extended enterprise. In response, Avnet created \u201cAsk Avnet,\u201d a customer-facing digital brand ambassador developed to guide customers through their online journey and ensure they could readily find the precise products, service or technical support they need.<\/p>\n

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Developing a consistent customer experience vision with Azure technology<\/strong><\/span><\/p>\n

Ask Avnet leverages the Microsoft Azure scalable architecture and cognitive services as a framework. The intelligent agent guides customers throughout Avnet\u2019s various online properties, and provides around-the-clock online support. \u201cAsk Avnet is a more intelligent way for our customers to engage with Avnet across our digital ecosystem,\u201d says Nishant.<\/p>\n

Azure\u2019s flexible platform serves as the ideal foundation for Ask Avnet, enabling Avnet to deploy a functional pilot in just six weeks. The platform allowed Avnet to build a digital solution that fit the company\u2019s specific needs, while encouraging employee innovation, such as the development of new applications and expanded uses for existing platforms. The streamlined support system also empowers customer service staff to redistribute their time towards higher value customer service solutions.<\/p>\n

Leveraging the latest technology to provide unique, meaningful interactions, the Azure-based intelligent agent is part of Avnet\u2019s overall strategic vision for best-in-class customer service. \u201cAt the core of our digital transformation effort is a desire to provide the best customer experience in the industry,\u201d says Nishant.<\/p>\n

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User experience (UX) throughout Avnet\u2019s digital properties is further bolstered by Microsoft\u2019s Cortana Intelligence Suite, which utilizes advanced analytics to provide strategic online guidance. Rather than simply automating customer service, the Ask Avnet intelligent agent reimagines how Avnet understands and delivers customer support, while maintaining and complementing the human component.<\/p>\n

\u201cIn this new digital business environment, UX must go beyond look and feel,\u201d explains Nishant. \u201cOur digital solution is dedicated to the user journey. It\u2019s not just about ease of navigation, but adding value to every visit.\u201d<\/p>\n

In addition to Azure\u2019s advanced technology, Microsoft\u2019s holistic understanding of the high-tech supply chain allowed them to offer strategic guidance and consultation to Nishant and his team during the Ask Avnet platform development and rollout. \u201cIt wasn\u2019t just about the technology. The Microsoft team demonstrated exactly the kind of value-added customer support that we aim to provide our users,\u201d explains Nishant.<\/p>\n

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Becoming an industry leader with digital innovation<\/strong><\/span><\/p>\n

Traditionally, companies think of digital transformation as a system-focused process that prioritizes internally facing platforms, software and applications. But according to Nishant, companies should start with the customer experience, and then work backwards to redesign enterprise infrastructure where necessary.<\/p>\n

\u201cWe approached this effort just as we do for the development of any other product of service \u2013 starting with the challenges that our customers face and then working backwards to create a solution that would alleviate those pain points,\u201d Nishant notes. \u201cTime and again history has shown us that technology for technology\u2019s sake is ineffective. But, when we leverage technology to solve a customer\u2019s problem or enhance that customer\u2019s solution, we strengthen our relationship with these customers, which ultimately translates to greater brand loyalty and long-term success for our customers, ecosystem partners and Avnet.\u201d<\/p>\n

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As Avnet\u2019s brand vision advances and digital strategy matures, digital experts like Nishant continue to harness their experience and knowledge to coordinate with business leaders and partners in the development of innovative technology solutions that support enterprise goals. \u201cIt is a really exciting time for the IT profession. Previously isolated technology and IT roles, once confined to coding and background engineering, have evolved into active, collaborative positions,\u201d says Nishant. \u201cAnd with best-in-class technology like Microsoft\u2019s Azure, our IT team can continue to develop robust, truly value-enhancing services such as the Ask Avnet intelligent agent that will streamline the customer experience and help keep Avnet at the forefront of our industry.\u201d<\/p>\n

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