{"id":154,"date":"2022-05-09T20:25:00","date_gmt":"2023-09-04T20:25:33","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=154"},"modified":"2023-11-23T16:30:14","modified_gmt":"2023-11-23T16:30:14","slug":"data-integration-south-africa","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/data-integration-south-africa\/","title":{"rendered":"Create Next-Level Customer Experiences with Data Integration"},"content":{"rendered":"\n

As South African customers lived more of their lives online throughout the pandemic, the need to create a better customer experience rose sharply. <\/p>\n\n\n\n

Between 2019 and 2020, online interactions between South African customers and businesses soared from 38% to 64%<\/a>. With this digital pivot came a host of new desires and expectations.<\/p>\n\n\n\n

Digital-first customers instinctively gravitate towards seamless customer experiences. 86%<\/a> of South African consumers want consistent interactions across a company\u2019s departments, while 89%<\/a> said that experience is as important as the product. And 74%<\/a> believe businesses need to make significant improvements when serving and supporting them.<\/p>\n\n\n\n

Perhaps unsurprisingly, the companies best placed to meet new expectations have used the pandemic as a catalyst to break down data silos with data integration initiatives and create customer experiences enriched by new customer insights.<\/p>\n\n\n\n

But while the pace of change has been fast, it needs to pick up speed. 95% <\/a>of South African customers expect companies to accelerate their digital initiatives as a result of COVID-19.<\/p>\n\n\n\n

In this post, you\u2019ll meet two South African Trailblazers who\u2019ve been creating exceptional customer experiences through their commitment to data integration. And discover why the recent implementation of POPI\u2014South Africa\u2019s Protection of Personal Information Act\u2014is an opportunity to draw even closer to your customers.<\/p>\n\n\n\n

Read on to discover how your peers are integrating data to create customer experiences that customers really love. <\/p>\n\n\n\n

1. Identify and accelerate the processes your customers truly value<\/b><\/h2>\n\n\n\n

Like many insurance providers, Liberty Group\u2019s efforts to improve customer experience were hampered by data silos. Before a claim could be processed, customer data had to be gathered from multiple dispersed systems.<\/p>\n\n\n\n

Today\u2014and many data integrations later\u2014Liberty has built a single view of its 3.2 million customers. It can give them what they truly value\u2014prompt support just when it\u2019s needed most.<\/p>\n\n\n\n

Data integration is now a vital source of innovation across the organisation. As Liberty Group\u2019s Integration Lead Tim Rossouw says, \u2018Business and product owners have started giving us innovative ideas on how to do things more seamlessly. Our APIs have become like Lego blocks that we re-use to deliver new processes faster.\u2019<\/p>\n\n\n\n

Rossouw\u2019s top tips include:<\/b><\/p>\n\n\n\n