Walmart.com – Makes omnichannel experience a reality


Walmart, the famous American multi-national retailer doesn’t need an introduction to anyone, but probably their app / wamart.com needs one 🙂

While everyone is still figuring out their customer journey maps to provide a true omnichannel experience, Walmart seems to be one step ahead of all, leading this space leveraging its great offline assets (physical stores) and growing online presence(walmart.com)

Omnichannel is a jargon for “Seamless shopping experience whether the customer is shopping online from a desktop or mobile device, by telephone or in a bricks and mortar store” 🙂

For many of you who are not aware of Walmart’s online presence, it may be interesting to know that they stand No. 3 in e-retailing in the USA and do business worth ~$15 Billion annually.

Here are things I like about Walmart’s omnichannel experience.

  • You can place an order online / app and pick the product from one of the retail stores or get it delivered at home (basics)
  • Any product shipped to your home or picked from the store can be returned to any Walmart store and all purchase from online to offline adhere to the standard return policy of 90 days
  • You can walk-in to a store and if you like a product but don’t find your sizesimply scan the bar code in your app and look for your size in walmart.com universe to get it shipped to your home right in the store.
  • Load your credit card in your app, scan the QR code displayed in POS machine before billing starts and make the bill payment with the card stored in your mobile and do the purchase without taking your wallet to the nearby Walmart store
  • The receipt of the offline purchase (along with other online) is in your mobile for your ready reference for an exchange / refund anytime in future and no hassles of searching around for bills to exchange / refund
  • Receive store pick-up notifications on online orders as and when the status change from Ordered to “ready for pickup”
  • Find out the nearest store in your app, set the one you like as your home store and get to know all info about the store from phone number to operation timings.

It is interesting to see how great technologies are converging to make true CX a reality.

I read in a recent article that Walmart is making a huge CAPEX investments in their offline assets and intend to leverage their true omnichannel experience to beat the number 1, you all aware of…

I would call this as a “Strategy” to build sustainable competitive advantage 🙂

Image Courtesy : http://www.mytotalretail.com/

FlipKart – It is for books and beyond


The last time I bought a  personal item of high involvement was a laptop and that was in USA at http://www.amazon.com.

After I made up my decision to buy it over there during a short trip to USA, did a bit of research, took some offline advice from a couple of friends, narrowed down a product that falls within by budget, ordered on Amazon and surprised to see that delivered to my hotel address promptly in 2 days, in a manner that I expected.

I couldn’t imagine such a seamless on-line shopping experience could be a reality in India. In fact, three years ago I attempted once to send a bouquet of flowers to my wife for our wedding anniversary by ordering over the web in one of the very popular Indian website at that time, but it never reached her (forget about getting delivered on time) and I didn’t get a refund for the order that was not fulfilled in spite of multiple follow-ups over emails / phone calls.

I decided time is not ripe for such ambitious endeavours in India and didn’t attempt that till very recently.

One year ago, Flipkart’s aggressive advertisement in Indian Televisions caught my attention and decided I should try once. I decided to buy a couple of books in FlipKart to start with.

The decision to buy from FlipKart is driven initially by a few major factors

  • A vast virtual store with a collection of many books that avoided the need for multiple visits to more than one physical store to get a book that you need
  • A cash on delivery, facility that alleviates my worry of my order not getting fulfilled after making payment (Past bad experience :()
  • Very competitive discounted price when compared to many famous offline stores
  • And last but not the least the convenience of ordering from your place than crawling in your car in bumper to bumper Bangalore traffic

My decision to buy books in FlipKart was not a disappointment.

Got my book delivered at my doorstep by a courteous staff promptly as promised in a couple of days in excellent condition.

Post that I never bought books from offline stores and it is always Flipkart.com.

Also, I started trusting in flipkart’s ability to fulfil as promised over a period of time and my payments were by credit card than Cash On Delivery to avoid the nuisance of having the right change in place when the person comes for delivery.

Two weeks ago we intended to replace our old TV with a brand new one and mentally my first choice is one of the Reliance Stores in Bangalore as I had a decent experience on their service in my last purchase. Though my research to choose the best one within my budget among the prominent brands like LG, Samsung and Sony was On-line, I was not sure about buying On-line.

Unfortunately, my experience in my inquiry in some of the prominent stores like Reliance, Chromo etc. were not satisfactory for multiple reasons

  • The deals in these physical stores were not transparent. Their advertisement in the newspaper was more to promote footfall and in reality the deal when you inquire in detail would be disappointing. To give an example, two weeks ago, Reliance gave a full page advertisement of “Unlimited 20% cash back offer” but in reality it didn’t make any sense as the cash-back was all in some coupons limited only for very few products and the coupons can only be redeemable in Reliance after a month, by buying something that is thrice the value of the coupons. Hmm complicated and I am sure I would never use those coupons even if I buy it.
  • Every retail store promotes only certain models and most of them don’t have the product of your choice that you arrived at in your research
  • Price was at least 10 to 15% more than most of the on-line stores
  • There was no transparency in pricing my old television. It is primarily driven by the price of the new product that I buy and the brand that they want to push than anything to do with my old TV which was not very convincing as a seller of my old television
  • Lastly, I didn’t know what was the feedback / experience of the people who really bought these products that were sold in the store

With those issues lingering in my mind, I thought why shouldn’t I go and order on-line in FlipKart as it seems to provide a solution to most of my issues such as …

  • The trust that I had on FlipKart was high over a period of time in my smaller transactions (books)
  • The price point at which the product was offered was the most competitive
  • The deals on cash-back of 10% was simple & transparent than any other deals in offline stores
  • The feedback that is given by users who actually bought the specific product (FlipKart distinguish between feedback from users who have bought the product from feedback given general public) gave me a confidence on the product that I wished to buy and
  • Last but not the least, their exchange program for my old TV was simple and straightforward.

To add to all the above, the icing on the cake was one month replacement warranty by FlipKart.

Made my mind to buy in FlipKart (you don’t believe me, I aborted the cart several times before I actually did it), I completed my transaction on-line using by SBI debit card where I had a special 10% cash-back offer in Flipkart and eagerly waited for the delivery of my brand new TV.

As expected with no surprise, the TV was well packed and delivered by a courteous FlipKart professional in 1 day, installed by LG people on the same day and it was up and running at my home on the same day evening. Needless to say, about a courtesy call from FlipKart  a day later to ensure everything is ok.

It was a fantastic customer experience and FlipKart being one of our customers in IT space, I believe they are leveraging technology to the best with well defined processes and fantastic people on ground to deliver such great CX (Customer Experience)

MakeMyTrip.com – Long way to go to delight your customers…


Time to write about one more disappointing experience and this time it is with India’s leading Travel Portal MakeMyTrip (MMT)

For a change we (Venky, Naga, Ahmed, Suresh and Prashanth) decided to use the Customer Journey Map (CJM) as a framework to capture my experience with MMT.

To keep it simple a CJM captures various elements of customer experience in a structured format and ultimately serves as a rich source to identify key problem areas and potential innovative solutions to resolve them too.

The CJM is typically divided into three sections.

  • The first section is “Customer Centric” where it captures the customer’s actions in journey, his experience in each step, the kind of attitude / feeling that he experiences and the tangible / physical expectation that he looks for in each step.
    • The various “actions” performed by the customer performed during the journey can be as simple as making a hotel reservation over web as well as the actual journey to the destination
    • The “Experience” the customer has met with during the journey would include both positive and negative experience. The positive ones are definitely a source of differentiation whereas the negative ones are to be explored further for real root causes to resolve them
    • Customer’s “Attitude or Feeling” during each of his steps in the journey captures some of the subtle things like his eagerness to go for a great vacation, his hope, his need for an assurance, disappointment etc. Understanding and acting on these Subtle needs by Organizations can be a source to create a “WOW” experience for their customers
    • Customer’s “Needs” are tangible needs that the customer looks for in each step.
    • The second section is “On Stage” section that captures the people / groups involved in the whole journey other than the customer. It could be MMT’s Staff, the supplier hotel staff members etc
    • The third section captures all “Back stage” systems / things involved in supporting the people in the “On Stage” to perform effectively. It could be a combination of systems / people / processes. This map may not have many details on this as I don’t know the internal set-up of MMT.

The above introduction is to give you some understanding on what a customer journey map is to make it easier for you to appreciate the below journey map prepared. As the journey map is pretty wide, I have split this into 2 pieces and placed in a sequence (Click the above to zoom and view the Journey map in full screen)

CJM-1

CJM-2

As you see above, there are some great moments of Satisfaction as well as dissatisfaction. The moments of Satisfaction are availability of one such great brand like MMT as a single source for all your travel needs, multiple payment options including options to pay using your loyalty cards like Payback, an assured confirmation message about the hotel availability etc

On the other side there are serious disappointments created to the customer like Hotel supplier not able to honour the booking made through MMT, inability to effectively handle customer’s concern by my MMT staff when the customer is stranded in the middle of night, a poorly integrated system that sends an SMS to the customer to share about his great experience though the actual booking is cancelled as the hotel supplier is not able to honour MMT booking, unable to differentiate the booking as whether it is a customer initiated cancellation or MMT initiated cancellation, extended lead time to credit back the money and handling exception cases like credit of loyalty points back to customer accounts promptly without a need for multiple interactions.

Source of problems (as well as solutions) could be a poorly integrated system with Supplier inventory management system, disconnected system that fires email / SMS notification without even aware of the current status of booking, not having markers in the cancellation to differentiate between customer initiated cancellation versus company initiated cancellation, better training of customer staff and having in place some backups / alternatives if a customer is met with such a situation.

These solutions can probably only help to meet the expectation but to really WOW your customers you may to do a deeper introspection on customer’s attitude and experience section…

IRCTC (www.irctc.co.in) and Customer (Citizen) Experience


It is written several times by several people on pathetic performance of Indian Railways online ticket booking site www.irctc.co.in. Still nothing stops me in writing this blog post as I believe there is lot more can be done by Government to make the basic facility of online ticket booking experience better.

The fundamental issue to the problem is capacity (number of seats available in the trains) not able to meet the demand (millions of reservations). Unless the fundamental issue is solved by effective planning and execution by Indian Railways over long time, the frustration with online reservation portal www.irctc.co.in can never be resolved. But knowing the fact that in long term, we are all dead, what is it government can do in short term to alleviate the citizen’s concerns?

I have penned down few of those things here….

Facilitate offline booking in peak load without forcing people to stand in virtual queue

The site so far to my knowledge is not PCI complaint and this stops the website from storing customer credit card information. Making the site PCI complaint can facilitate customers to store their credit cards to do offline booking without users waiting for response  from payment gateway / booking engine standing in the virtual queue. The continuous retries only make the situation worse.

All www.irctc.co.in has to do is to facilitate storing the customer ticket booking request (from date, to date, train selection, passenger details etc), do the booking offline with stored Credit Card info and send a confirmation mail after booking. This will improve the Customer Experience of people who are today subjected to hassle during peak loads (Tatkal, Festival Seasons, Vacations etc)

For TATKAL booking too people should be able to schedule an offline booking request and IRCTC can execute this in an efficient manner as per the sequence of registration of these requests in the back-end than spoiling the performance of the whole site and bringing down the CX.

Go for Elastic Cloud using Industry leading Platform As A Service (PaaS) vendors like Amazon

IRCTC should go for elastic cloud similar to one offered by AWS than trying to manage the whole IT infrastructure by itself. Here we are taking about Indian Railways train tickets where the demand is subjected to serious fluctuations due to multiple factors. There is no meaning in investing in hardware for peak load capacity (couple of hours) and pay for it 24 X 7. It makes sense to go with elastic cloud backed-up by vendor like Amazon who can scale to IRCTC’s needs on-demand basis and facilitate Pay-Per use model rather than a CAPEX / OPEX intensive model of maintain all hardware / software infrastructure by themselves.

Hook the web reservation system directly to PRS

Scrap the one more additional layer of database at IRCTC and hook the web-channel directly to PRS (Passenger Reservation System – The backbone of Railways ticket booking). By hooking directly to PRS the unnecessary overheads / bottlenecks on IRCTC can be avoided as the PRS is proven to scale for millions of transactions. I know this means a lot in terms of modifying the existing PRS but that is what Government have to do if you intend to create a true Citizen Experience.

Government to scrap the monopoly of http://www.irctc.co.in

Scrap the monopoly of IRCTC and facilitate vendors like makemytrip / flipkart / Cleartrip etc to invest and hook directly to PRS than going via the intermediary IRCTC. I believe the monopoly is one of the root causes of all these issues….

IRCTC, Please focus only on train ticket booking

IRCTC has to keep the focus on one and only on train ticket booking as there is lot more to do. Just be in the business of web booking for train tickets and not to waste their investments and engineering resources in trying to become an ecommerce vendor / web marketing channel. There are 100s of people there to do that. Invest your precious resources in train ticket booking only…….

For all those the above makes sense spread the news 🙂

Customer Experience and Application Security – Requires a fine balancing act


There are people who are annoyed about poorly secured applications and equally good number of people annoyed about too many security measures in the applications leading to poor user experience. It is a common sense that neither security / nor experience has absolute limits and it is going to be a challenging job to achieve perfection on these measures and balance them too.

My experience with State Bank of India – Mobile banking application is a perfect example to discuss how unbalanced it is.

I am sure there are hardly few who know about State Bank of India mobile banking application and even if you are one among few, I am not sure how many of you are successful in installing and using the application. The primary issue over here is too many security measures at the expense of great user experience

Application Awareness …

First and foremost I am not sure why SBI doesn’t advertise / promote their mobile application in par with many of the private sector banks like ICICI Bank, HDFC etc. as mobile is seen as the way forward as a leading customer touch point and it no more seen as an optional service. May be they are not quiet sure about how well the application performs?

Knowing the general conservative perception about the bank, it could only be few technically savvy people who would have made attempts on their own (without any awareness) to search for SBI mobile application in Apple / Android market place and install the application.

First banks and organizations should not have second doubts about the acceptance of mobile applications and they should be aggressive in developing, deploying and promoting these applications to delight their customers

Activating the application ….

Assuming you are such a lucky person to do it (the application definitely offers great features at the tip of your fingers), your real issue starts in activating your mobile banking. There are three steps you have to do as a user to do this application

Step 1 – In first step of your activation after installing it from your application store, you get a cryptic alpha numeric username for your mobile banking application.

Step 2 – As step 2 you have to send another cryptic SMS containing the above username to a given phone number. This also returns you a 6 digit numeric password for application username your received in step 2.

Step 3 – Even after step 2 with a username and PIN, you can’t use the application as what you got is only a temporary PIN and to change the temporary PIN you have to visit one of the ATMs of SBI or Branch. In the ATM you have reconfirm your mobile number (It never worked for me)/ in the branch you have to let them know that this your current mobile number (I went three times in three consecutive weeks to remind the bank person to do it and meanwhile in three weeks time interval the username got expired and I have to go through the same process again….terrible experience)

If anyone after going through this thinks that it is reasonably acceptable to do all the above to ensure security, I believe he / she should be an outlier J

Can’t it be made lot more user friendly?

Why there is a need for a new user name? Why don’t it use by registered web banking user ID as the application User ID and Web banking password as the password to provide access to the application?

Knowing the bank already knows my mobile number (I have given at the time of account creation) if I key in my ATM PIN correctly in my mobile application, shouldn’t map the mobile number / PIN to my account and provide direct access to the application?

Assuming there is a catch here as there is a probability of you not having updated your mobile number and worst case the mobile number is recycled by your telephone operator to someone else, I understand there is a security issue, but still I believe it is ok as there is near zero probability of that person knowing by ATM PIN number. Worst case if required you can ask for your debit card number as well as ATM PIN number  as an additional security measure as that is exactly you do in the ATM except that you are not inserting your physical card in the ATM machine…which is ok…

Just thinking one step beyond wouldn’t be great if these mobile service providers provide a web-service that the mobile banking application can use to match and check whether it is the current mobile number for the user and provide seamless access to the application as the mobile service provides can provide by Name / Address to cross check and revalidate without any user intervention?

Application Usage Experience ….

Assuming you are all set and you are now ready to use the application, the second set of issue starts in application usage.

Every time it asks for the cryptic username it provided me. I don’t have an option to change it. Considering the fact that it is difficult to remember you don’t have an option that storing somewhere in your mobile.

Second it asks for the PIN for every transaction even if you haven’t switched to other applications. This is real nuisance. I am ok to re-key the PIN if I have switched to some other application or mobile went to idle state for some-time before I use it again but I believe it is too much if you have to key-in the PIN every-time for every request right from balance enquiry to funds transfer.

And the list doesn’t stop there. There are other issues like, it not able to fetch by linked accounts, payees etc by default. The synchronization doesn’t work and you may end up setting the duplicates again in your mobile though personally I expect everything I have already set up in my web banking made accessible in my mobile without any further steps / actions.

The funny thing on security side is it sends an SMS on every action I do and this SMS contains confidential details that are right in my SMS folder which can be accessed by others without any protection measures. I believe this is a flip-side on the security front and I am not sure why they do so.

Finally …

I believe as I stated in the opening balancing security and user experience is a fine act and unless you leverage technology / put your thoughts in have a secured but user friendly customer centric process, you might end developing a secured robust application but there may not be anyone to use it ….

 

 

Why I stopped using BigBasket.com?


The excitement that I had when I used the Big Basket service first time, couple of months ago is all vanished now and hence this Blog …When I first came to know about Big Basket through one of my colleagues I am excited as well as sceptical about the whole business of ordering grocery over web in Indian Context. Nevertheless I decided to give a try to see how good their service is. When I made my first purchase in Big Basket site, being a person in IT space, I am pleasantly surprised by many of these interesting features that made a positive impact on customer experience.

  • Nicely organized product catalogues right from fruits & vegetables to  Meat section
  • A well performing website without any delay / latency in accessing any of the pages
  • Quicker search results with a real time list shown right at the bottom of the search box
  • A facility to do a quick add of the listed items to the shopping cart
  • Convenience of getting it delivered in one of the 4/5 available time slots
  • And more important acceptance of food vouchers / payment on delivery option

In net all it took is not more than 5 minutes to build my shopping list and place an order against going to the nearby convenience store to purchase these groceries ….

The above is all on my positive experience in placing an order and on I am equally delighted by the prompt delivery at the opted time slots, well mannered service personal, neatly packed groceries delivered without damages, acceptance to take back defective items and payment on delivery option

Now you may wonder whether there is a typo in the title of the blog article :). Shouldn’t it be “Why I started using Big Basket” instead of “Why I stopped using Big Basket?” Not at all, the title is perfectly fine and would let you know why

First and foremost all the excitement of ordering groceries over web got vanished after my third order. I don’t know why but it just happened. I am not sure what Big Basket can do all about to solve this. May be to some extent they could have mitigated it by engaging with me in an interactive manner continuously. They know a lot about me. My profile information is there, my frequent shopping items are known, locality is shared and may be lot more info in my interactions with the website. But I hardly received any communication. Probably an engaging dialogue with me as a customer on basis of the above information via newsletters, emails, feedbacks and so on sharing some meaningful content / offers / activities etc could have retained my excitement in using the service. A company which does a fantastic job on that front is Club Mahindra ….

The next biggest issue is out of 10 items I intend to purchase in the website I miss at least 3. I am sure that I am not looking for anything crazy. It is as common as fresh fish of my choice, fruits / vegetable of my choice etc. The issue with this is ultimately I don’t have any other option than going to the nearby shop to buy these missing items which doesn’t make the whole experience interesting. It takes out the excitement of ordering everything from web….Also if I have to do that why I have to order via web and wait for one day to get delivered. I can very much go and get everything that I require immediately from the nearby store.

So I see the depth of product catalogue is not quiet comprehensive and it will definitely puts you off from using the service. Interestingly before you place the order there is also a box which asks for information on whether are there any items that you are unable to order. Unfortunately though I have shared things that I miss regularly, I don’t see them made available in my next interaction after few days. In addition to it I am not sure whether they have technology to monitor the search results that doesn’t retrieve any items, track commonly used search phrases, track people don’t add any items to the cart after performing a search etc to actively expand their product portfolio to understand and keep in stock items the customers are looking for.

The other issue I felt was, though they made significant first step in proving multiple slots in a day to deliver the order, I don’t find an option to get my orders placed in the evening get delivered the next day morning time slot. Most of the times at the best I can get that delivered only on the next day evening. This doesn’t help me in ordering some of the quick grocery replenishments that I am looking for my next day’s use. I am sure this requires over night operations as well an expanded delivery capacity in the morning slot but ultimately that is what required to make some of the customers like me see a value in this service

Finally, I am sure there is benefit in cutting down their cost by not having any physical store but I never see the benefits in-turn passed on to the customers. Most of the times the offers in the site are not useful and they are never personalized to me as customer. I know any e-commerce website has to reach the scale to balance out the cost of customer acquisition against the life time value they get derived from customers but to achieve it they have to ensure they make some compelling offers available in the store on some of the commonly purchased items by customers but unfortunately I don’t find any of their offers / discounted products interesting.

Similarly the minimal order size of Rs 1000 to delivery it without shipping charges is annoying. I can understand they can’t completely do away with it but they should bring it down to as low as Rs 250 as many doesn’t prefer to order the vegetables / fish / meat etc. in bulk and refrigerate it for the week’s use.

On the whole though as a customer I really appreciate many factors like a well performing website, superb logistics, good quality of goods delivered and excellent customer service, on a long run to make me as a loyal customer, I believe they have to implement some of the above compelling suggestions …

I am sure this holds good for other e-retailers too and many are not even up to the mark of Big Basket. Good luck Big Basket …

Candidate’s Experience, Recruiter’s Delight – It is all about Taleo (Oracle’s recent talent management acquisition)


Some statistics first …

Are they good enough to understand why a Company such as Taleo exists in first place and why someone like Oracle should acquire Taleo – leading Cloud based talent management solution?

So what Taleo does? It is an end to end on-line web platform to handle requests for staffing (Requisition management), do CRM (Candidate Relationship Management), Provide a great multi-touch-point candidate experience and facilitate on-boarding talents in your Organization.

A tool to facilitate the above may not make sense for an Organization that hires couple of tens of people single handedly managed by 1 or two recruiters but think about Global Organizations with several hundred thousands of employees adding couple of thousands of employees every year facilitated by tens of recruiters across the globe, the need for such tool would be very clear. These large Organization not only needs a tool like Taleo to save cost in recruitment but also to make the whole hiring process effective and efficient to hire the right talents at right time.

As far as the individual modules are concerned, some of the noteworthy features are below

Requisition Management:  This basically handles the first step in hiring process. Facilitating creation of requests, Approval of requests by Managers via simple to complicated workflow depending on your Organization needs and posting your jobs in a single click to numerous Job Boards, Social Media Sites and Agents / Agencies in a single click. All these integrations with external job boards, social media sites etc. comes pre-packaged as part of the application and I am sure With the acquisition of “Select Minds” by Oracle these social integration features are sure to get strengthened further

CRM (Candidate Relationship Management): On recruiter’s side the tool provides a web platform to perform an automatic “match and find” the right talent from talent database on basis of job characteristics (you can create pre-defined rules to do this matching and identify the Ace candidates in a database of several thousands of candidates), facilitates deep manual search across multiple attributes of candidates to narrow down a select set of candidates for the posting, facilitate the pre-screening process with the help of pre-configured disqualification questions, and pre-screening questions, Schedule interviews with the right person in the Organization on basis of candidate / interview’s availability and do background check with several well known background verification partners like ADP, Ernst & Young, Accurate, Skill Survey, Hire Right etc if you decide to hire the candidate. One interesting feature that delighted me is a built-in resume parser that parses the uploaded resume and creates the candidate profile details automatically in the database without a need for recruiters to spend hours of time in building the candidate database.

As far as Candidate Experience is concerned Taleo comes with a fully configurable/ pre-packaged job portal that can be plugged into your corporate website where candidates can browse through job postings, apply for basket of jobs (like a mini shopping cart), track the status of the application throughout the process and get notification on status change of application through multiple modes of communication. The steps involved in applying for a particular job posting is fully customizable depending on the nature of job posting. Needless to say there is a mobile app that facilitates the access of the portal via mobile and tools like resume parser makes your life easier in getting the job forms pre-filled without you spending any-time to fill-in the required information.

Candidate On-Boarding : Once a candidate is offered a job (facilitates an iterative negotiation process to gain acceptance of the candidate), there is a separate full configurable / pre-packaged “On-Boarding” website where the candidates can log-in understand more about the company, submit all pre-requisite for joining in electronic form to facilitate employee verification, submission of proofs of claims if any made during interview process (certificates, degrees) etc  over the web in an effective and efficient manner saving the recruiter’s time and providing a great experience to the new talents who are getting on-board to your Organization

As far as integration to your other corporate systems is concerned Taleo provides “Taleo Connect” an advanced integration platform that provides seamless configuration driven on-line / offline integration via multiple modes like web services, batch jobs etc cutting down your development / integration time drastically.

Needless to say Oracle has great plans to put together an integrated suite covering all HR management needs by integrating Taleo with Fusion HCM pretty shortly

In net it is implicit that hiring is more and more becoming a marketing function these days with the demand for capable right talents growing at a rapid pace, hence a need for a tool like Taleo to facilitate it in cost effective way is mandatory and not optional for Organizations.

Write to me for any additional info on Taleo.