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A Single View of Customer Documents: How to Search Across Cloud Services?

The increasing number of cloud services often means that customer data and documents exist in silos in different services. Regardless of what CRM you use, the ability to search across your CRM and different repositories such as Google Drive, Dropbox and JIRA is something that has become a necessity.

In this article, we outline what to take into account when choosing a solution to connect your CRM and cloud services and give you tips to choosing the best supplier to meet your needs.

Number of connectors

The obvious first step is to check whether the search service integrates with the cloud services you use. Check the number of connectors a service can integrate with and shortlist the ones that fit the bill. If you’re a Salesforce user, there are a variety of Apps that can help you achieve an embeddable search function within Salesforce Community Cloud for example (including Documill Discovery).

Feature set

Study the feature set carefully. Some products only offer stock product features with no space for customisation. So outline what is the problem hindering your ability to either have a complete view of your customers or serve the required documents to them within a portal.

It can become costly to skip this step as a seemingly good option may prove otherwise if not carefully evaluated so avoid extra costs at the integration stage by fully researching the feature set before committing to a solution.

Documill Discovery offers page level previews, powerful filters and advanced indexing for optimal content relevancy. Get a demo of Discovery to see how it can help you achieve a full view of your customers.

Result viewing capabilities

In order to make use of the data in different silos, the search results have to be contextually relevant and easy to view. Identifying the relevant information is fast when you have access to previews and filters so make sure to get a demo of your shortlisted services to see how they could really work in your case.

Think about the end-user too, whether it is your customer support team or the customers themselves if you have a customer community. Regardless of the user type, the user experience has to be seamless and they need to be able to find the data and documents they are looking effortlessly.

Reliability

This is paramount to ensure a great user experience. What is the uptime of the services you have chosen? What are the service levels? Get answers to these questions to confirm the reliability of your chosen solution.

Security

This is a no-brainer when it comes to business documents and data. Check that your data is transmitted securely by finding out the authentication and authorisation methods. It’s also worthwhile to see if there are any IP rules that can block or allow traffic when necessary.

By | May 24th, 2016|