Robotics in customer service

Interactions with the likes of virtual assistants like Siri and Alexa, the general public is now getting accustomed to interacting with machines. As a result of this more and more businesses are looking to incorporate the technology into aspects of their businesses, especially customer service. And now, seems like the best time for those looking to join the bandwagon. 

Robotics from an organization’s point of view: 

According to research by McKinsey, 88% of businesses worldwide plan to adopt robotic automation into their infrastructure. This is because robotics enables automation. Automation brings about higher productivity, increased rate of efficiency, improved safety of personnel, better product quality, overall increased revenue, etc. Robots are designed to perform repetitive tasks more efficiently than humans. More recently, with Artificial Intelligence and Machine Learning, they are being created to think, learn, and draw accurate conclusions. 

Robotics from the customer’s point of view: 

As far as customers are concerned most seem to be comfortable with interacting with robots though a significant percentage confess to having their reservations. They don’t want the service to lose its “human touch.” Therefore, a balance is needed when adopting these new customer service channels. 

How can robots be used in customer service? 

While automation and self-service can improve efficiency and give customers a choice when interacting with a business, since many customers insist that they still want the opportunity to speak with a human agent when needed, adopting a single method that uses automation won’t please everyone. 

Digital transformations often fail because people are resistant to change. AI-enabled robots are being programmed to work alongside humans, interact with customers, and perform administrative functions. They also can be used to streamline backend processes, such as supporting compliance requirements and responding to data-related questions. Using service robots in this way still keeps humans in front of the customers. A win-win for all. 

Top 5 roles that can be played by Customer service robots. 

Experts have predicted that the top uses for professional service robots in the years to come will be in the following areas. 

  1. Marketing specialists:  

Service robots can be used to capture attention and leads, thereby helping the marketing operations grow sales and intensify marketing messages. 

  1. Talent scout 

For those roles that require tech-savvy staff, organizations can use service robot to support HR specialists at career fairs to attract the required people for the job roles 

  1. Employee training 

Businesses can use robots for online training content to improve compliance and increase participation. 

  1. In sales 

Service robots can be used to respond to FAQs and other questions asked of customer service or inside sales people. 

  1. Queue Management 

Robots can be used to alleviate backlogs by providing check-in for appointments, queue management for tech support, digital registrations for events, or wait-time analytics to learn about customers and prospects. 

In conclusion: 

Service robots can be used in a number of roles doing repetitive jobs more efficiently and this number is only increasing by the day. With the continued advances in artificial intelligence, it is expected that customer service robots will be adopted by more companies looking to create efficiencies and speed-up customer service. Having said that they will not be replacing human beings entirely, they can just be used as a means to free up human labor for more intellectual and creative tasks. 

How can organizations adopt gaming into marketing their products

Gaming is the next big thing for marketing, moving it from basement to board just by the sheer volume of gamers around the world. Last year alone, it is estimated that there were 2.7 billion gamers globally, making up a whopping 34% of the world’s population. The surprising fact however is that this percentage is actually bigger than the Gen Z or millennials which brings about the bigger question, who are these new gamers and how is the gaming environment changing? 

Let’s take a look at how gamers and the gaming environment has changed over the years 

Gamers have traditionally been stereotyped by Hollywood and other mainstream media as young to middle-aged, slightly unhealthy, male nerds. This image is the main reason why most organizations don’t include gamers in their target market. 

The video gamers of the past used to be pretty straightforward, they’d go to a store pick up a gaming cartridge and go home and plug and play in their console or computer. Now however, while console video games, played on systems like PlayStation and Xbox, are still around they are no longer the largest segment of the market. 

 The biggest player in the gaming market (pun intended) these days are mobile games. According to research conducted, mobile games generated 90.7 Bn USD making up 52% of the global games market. 

Why should companies adopt gaming in to their marketing plans? 

On average, people spend twice as much time gaming on their mobile, as opposed to using a console or laptop. This makes gaming in many ways as ubiquitous and socially connected as phones themselves. 

The latest research from YouGov illustrates that gaming is just one of the many hobbies people have and share with others. People who play games also play sports or go to the gym, they go out with friends, they do school runs (or have been homeschooling recently), they watch TV, and they buy stuff they do not need from the middle aisle in supermarkets. Gaming is an easily accessible pastime. In 2021, it is for anyone. 

Additionally, gamers are playing for longer, on average spending over seven hours per week gaming. In a nutshell, this is a big, big market. It is highly lucrative, with an engaged and hard-to-reach audience. In media terms, this would normally make it a high-value channel. And that is why companies must invest in gaming as a part of their next marketing campaign. 

3 ways that companies can adopt gaming into marketing their products with examples 

To introduce events and give players a preview of what to expect 

Have banners and posters of the product or brand throughout the game and the games social environment.  


In April 2020, hip-hop megastar Travis Scott collaborated with Fortnite to offer players an in-game concert played out at pre-advertised time slots. Once logged into the game, users were treated to a stunning visual experience that featured Travis’s giant hologram. This experimental gameplay experience also featured visual and physical tricks to emphasize the party atmosphere. 

The result: 

By setting up the Travis Scott virtual concert, Fortnite gave users a reason to engage with the game. The campaign also attracted many viewers during the live show and subsequent follow-up on Google, YouTube, and Twitch, creating a lot of awareness for the brand. 

To introduce new products and collections: 

Launch your product or collection as a special event in the game that allows gamers to win real time prizes. If yours is a clothing brand you can even opt to introduce a new wardrobe for key characters in the game. 


One of the most creative partnerships came in 2019 when EA Games partnered with Jeremy Scott and luxury fashion brand Moschino to create in-game stuff packs that would unlock virtual Moschino garments and new fashion-themed career paths and options 

The result: 

Starting at $450, the clothing line retailed at a less affordable price point. Nonetheless, the collaboration was well executed, and it shows how video games can be used to promote a brand and offer its users unique experiences. 

Partnering with gaming influencers: 

Brands are also partnering with influential streamers to promote their products with affiliate marketing. Most of these streamers have millions of followers, and sponsoring their streams is an effective strategy for brand marketing. The streamer can publish promotional content on their channels to advertise the brands that are sponsoring them. They can also share a unique code with their fans, who receive a discount when they make a purchase. The influencer also earns a commission for products purchased with their unique code. 


Adidas and Tyler Blevins tied up to launch a new sneakers collection. More popularly known as Ninja, Blevins is the most followed Twitch gamer. 

The result: 

The collaboration with Ninja helped Adidas tap into his massive following which include gamers and non-gamers who tune in to watch him play. 

In conclusion: 

Gone are the days when Super Mario, Duck Hunt and Sonic the Hedgehog dominated video game screens. Now gaming is a multi-billion dollar-a-year market involving some of the biggest brands in the world across a number of devices. 

How companies choose to leverage the growing interest in games to drive value will be exciting to watch. 

Are you looking to leverage your marketing via gaming? Click here to contact us and find out how we can help you.

Cyber Security – What it is and why business owners must invest in it.

It is not uncommon for businesses and consumers alike to be cautious of cyber criminals and cyber-attacks when doing business especially at the point of payment. And that is why as a business owner you must absolutely convince your users and website visitors that any information, including email addresses and other contact information they type in is safe and will not be misused by your business organization. In this article we look at what cyber security is and its many facets. 

What is cyber security? 

In its core essence cyber security is the application of technologies, processes and controls to protect systems, networks, devices and data from cyber-attacks. It aims to reduce the risk of cyber-attacks and protect against the unauthorized exploitation of these systems and technologies.  

Laws that govern cyber security 

On the legal side of things, the federal Computer Fraud and Abuse Act (CFAA) is the primary statutory mechanism for prosecuting cyber-crime in the US, and it provides for both criminal and civil penalties. It must also be noted however, that each of the 50 states additionally have their own laws and rules of governance when it comes to cyber security therefore it is important to pay heed to the additional laws that govern the locality of your business. There are however some common rules that apply throughout the states: 

  • The need to notify those affected as soon as possible 
  • Notify the state government as soon as possible 
  • Pay a fine (depending on the nature of the breach) 

Why is cyber security important? 

Cyber security protects all aspects of theft and damage. Without a cybersecurity program, your organization cannot defend itself against data breach campaigns, making it an irresistible target for cybercriminals. 

What with global connectivity and use of cloud storage to store critical data and information like social security numbers, credit card information and bank account details. As a business owner you can no longer solely rely on out-of-the-box cybersecurity solutions like antivirus software and firewalls, cybercriminals are getting smarter and their tactics are becoming more resilient to conventional cyber defenses. 

In a nutshell, whether you are an individual, small business or large multinational, you rely on computer systems every day. Pair this with the rise in cloud services, poor cloud service security, smartphones and the Internet of Things (IoT) and we have a myriad of cybersecurity threats that didn’t exist a few decades ago. 

How can cybercrime affect your business? 

A lack of cybercrime can affect your business radically, effectively driving you out of business or costing you largely in time, resources and finances that it’s definitely more cost effective to invest in cyber security. Below are three key areas of your business that can get damaged due to the lack of cyber security: 

  1. Economic damage: 

Once a third party has had access to sensitive information of your business and your clientele damage control is going to dig quite a deep hole in your wallet. It also goes without saying that your business now needs a new system which is going to cost you time, resources and money in repeated tasks. Additionally, it could cause severe disruption in the flow of your business effectively putting it on halt till you have your system up and running again.  

  1. Reputational damage 

This one is pretty straightforward, once customers find out that you have been a victim of cybercrime, they are not going to be able to trust you with any information again. While you may definitely lose a large bulk of your customers’ word of mouth and poor media coverage will deter new customers from approaching you, successfully turning them towards your competitors. 

  1. Regulatory costs and fines 

CFAA and other laws that govern cyber security may ensure that your organization could suffer from regulatory fines or sanctions as a result of cybercrimes. 

Given the nature of cybercrime and how difficult it can be to detect, it is difficult to understand the direct and indirect costs of many security breaches. This doesn’t mean the reputational damage of even a small data breach or other security event is not large. If anything, consumers expect increasingly sophisticated cybersecurity measures as time goes on. 

How to keep your business protected against cybercrime? 

Staff education: 

According to research, 90% of the data breaches in 2019 happened due to human error, making it extremely important that everyone with access to your system is taught how to identify and correctly respond to cyber threats, so that the majority of data breach incidents could be avoided. Such educational programs could also increase the value of all cybersecurity solution investments because it would prevent staff from unknowingly bypassing expensive security controls to facilitate cybercrime. 

Invest in tools that protect sensitive data: 

A whopping 60% of data breaches involve compromised third parties, so by shutting down vendor data leaks, the majority of data breach incidents can be avoided. This means investing in tools that limit information loss, monitor your third-party risk and fourth-party vendor risk and continuously scan for data exposure and leaked credentials. 

Implement a Third-Party Risk Management (TPRM) Solution

Investing in and implementing a risk management solution that focuses on identifying and reducing risks relating to the use of third parties (such as vendors, suppliers, partners, contractors, or service providers).  

This gives you an understanding of the third parties you use, how you use them, and what safeguards the third parties have in place. The scope and requirements of a third-party risk management program are dependent on your organization and can vary widely depending on industry, regulatory guidance, and other factors. Still, many TPRM best practices are universal and applicable to every business or organization. 

Is your business at a risk of data breach? Are you looking to invest in cyber security? 

At DeLune IT we have just the solution to help you protect your business from data breaches and strengthen network security by continuously monitoring the security posture of all your vendors. Talk to us and we can set you up with the right solution to match your budget and requirements.

Zoom fatigue, Work-From-Home & Adjusting to the New Normal

Recent studies have shown that senior employees who’ve been with a company for 7-10 years are being hired by its competitors because they feel like their careers are a dead end. Tune in to our free webinar where we talk about how you can give your employees a clear career path that will help them grow further. And not risk losing them to your competitors

Top 3 Must-Have Tools for Education Institutes in 2021

Top 3 Must-Have Tools for Education Institutes in 2021

The education industry has made huge strides since the period of the traditional teacher-centric classroom. The Covid-19 Pandemic that led to worldwide lockdowns forced the education sector across the globe to take a giant leap in abandoning the age-old system of in-class learning, at least for the foreseeable future. 

This has led to explosive growth in terms of educational technology, giving rise to new and innovative tech applications that enable academic institutes to function in a far more efficient manner.

Although there are quite a number of existing educational tools and systems in the market, there are a few that stand out due to their efficiency, ease of use and adaptability.

Let us look at 3 essential tools that are a MUST have in 2021:

  1. School Management Software

School Management Software is a tool that enables schools to digitize educational and administrative tasks. It allows the administrators to manage all daily proceedings of the school digitally. It also offers a hassle-free solution for all school-related activities to be monitored via a single platform.

School management software can automate and optimize the workload of the teachers and instructors and offer easy monitoring of students’ academic progress. It is also helpful in simplifying the enrollment process of students into a school, together with tracking fee payments, processing invoices, alongside generating end of term reports.

Delune IT School Management System offers all these functions and more as it stores all student and faculty information in one place, making it enormously convenient for administrators to access them whenever required. 

Remote learning has made collaborating with students and sharing reports a challenge for most institutes. Delune’s SMS offers convenient means of generating reports, analyzing data and offering data visualizations to provide a more comprehensive view of the learner’s journey to the teachers and parents.

Additionally, the all-digital solution eliminates the need to utilize paper for record-keeping when it comes to attendance, enrollments, billing, etc. The relevant records are entirely stored on one app, and can they be accessed with the click of a button.

Designed with the aim to simplify the processes of educational institutions, Delune’s school management software offers the ideal future-ready solution for the administrative requirements of any educational institute.

  1.  Violence & Cyberbullying Prevention System 

The technological devices that come hand in hand with the remote schooling system expose children to new kinds of threats. While the traditional system was run under a teacher’s supervision, today, we are looking at a more individualized approach where the in-class instructor cannot monitor the student’s interactions with each other at all times.

As such, remote education has led to an increase in the number of cases involving cyberbullying and violence. Additionally, the solitary learning environment that comes with remote education can be detrimental to the mental status of a youngster from a socio-psychological point of view.

This is where platforms that offer online safety solutions such as Lightspeed Systems come into play. Such AI and cloud-based platforms provide an all-in-one solution to schools and educational institutes to address safety concerns related to remote learning. They conduct threat assessments through AI technology to scan and flag concerning indicators that may present imminent threats to student safety, including self-harm, cyber-bullying, suicidal ideation, and violence.

The system is designed to alert relevant authorities instantly and provide intervention measures before any incident occurs.

3. Student Feedback Provider

Students require constant feedback from their educational instructors to improve their learning. In the regular school environment, most feedback was provided instantly and in person. However, the currently distributed learning environment makes it difficult for teachers to provide instant feedback to individual students on their work.

Marking and grading papers and assignments shared via the Google Classroom environment can be extremely time-consuming, resulting in most teachers providing minimal feedback to students.

Incorporating a tool that can be used to provide voice feedback can be extremely useful to educators. Google Chrome extension Mote is one such tool that allows teachers and instructors to add voice comments on Google Docs, Slide presentations, spreadsheets, or on any application within the Google Classroom environment.

Using voice feedback not only makes it faster than writing it up, but it also provides a more personal touch to the students. It allows teachers to communicate their messages clearly without the worry of it being misinterpreted. Furthermore, Mote offers auto-generated comment transcriptions and the ability to save the comments in an online library for future use.

If your educational institution is ready to get with the times and incorporate a digital tool that can make the lives of your students and staff far less complicated, get in touch with the team at Delune IT so that we can help you through it.

The neatest solution for your cleaning company.

While much of the world has come to a grinding halt due to the CoronaVirus. Crime unfortunately has continued to march on due to pay cuts and in most cases loss of jobs. And for obvious reasons the B&Es ( or robberies in layman’s terms) is the most common type of crime since the pandemic hit us.

This has resulted in more people being cautious and suspicious of others hence stopped using essential services that require them to let others enter their promises. People would rather use most or all of their time off work to cook and clean rather than let their cleaning staff in mainly due to safety concerns.

In other cases those in management levels have trouble assuring their staff of the hygiene and safety of those who conduct outsourced services such as cleaning. Thus resulting in those of you who run cleaning services losing business and having to let staff go.

We at De Lune IT have the neatest solution for your cleaning company. One that would entice customers to allow your staff in there by, bringing you business. One that would make your Blue Collar business look and seem almost White Collar.

We have an innovative yet intuitive software for Commercial Cleaning companies, which is dedicated to simplifying operations and enhancing customer relationship management through digitalization.

Our platform enables you to digitize your cleaning contracts, manage the daily operational tasks seamlessly, and stay in control of your workforce while we support you in delivering consistent, high-quality cleaning services while growing your business. We remove the paper trail that these services usually leave through digitization thereby giving your customers the feeling of dealing with a truly professional business.

The platform includes features like time and attendance, inspection management, task management, quotation management, resource allocation, complaint management, and work order management. Delivered to you as a platform you can use on Android or Apple devices and your desktop.

Key benefits of using the platform includes:

  • Time and Attendance

Utilizing our Time and Attendance feature will allow you to rest assured that your staff is doing the work they need to do. You can autonomously monitor your workforce to ensure that all your contractual obligations are met.

  • Task Management

Ensuring that all your staff know what is expected of them through the simple click of a button. Our platform allows you to input your job specifications and customize each location to meet and exceed your client’s expectations. Making sure you never miss a task

  • Inspection Management

Allowing inspectors to know what they have to inspect and rate on a granular level adds an extra level of confidence for your clients and assures them of a job well done.

  • Work Order Management

Clients can report or request new work orders through a click of a button. Our platform will help you keep track, approve, generate quotes and allow you to allocate resources with ease through our intuitive web portal.

  • Quotation management

Allows you to develop, send and approve quotes through the web app allowing you to keep track of all the new business you are trying to garner.

  • Real-Time Notifications

To keep you informed at all times. Whether you are allocated to work on or inspect a specific site, assigned to resolve a complaint, create an extra work request. You also get notified of team activity, especially of when your workers check in to the site along with their mile distance from it.

  • Resource Allocation

Whether it be workers, inspectors, assets or operations managers, you can allocate them with ease through our Resource Allocation function. Ensuring that employees see only see what they need to see.

  • Feedback Management

Whether you have too many complaints or very few complaints, CleanPlan helps you organize, track, and get insights into the complaints you receive in order to address and rectify them rapidly.

  • Communication — Instant Messaging

Communicating with a geographically spread-out workforce is a significant challenge. Furthermore, communication may get lost in translation, forgotten or overlooked as they may occur on multiple applications. We offer a consolidated messaging platform that can be utilized by clients, workers, and management to communicate clearly and freely to get a job done. Thus, making it easier to establish expectations, set standards, and work towards improving your service.

  • Workforce Scheduling

Offers you the ability to not only control your employee’s schedule, it also allows your employees to have access to their schedule on their mobile phone. No more miscommunication or unsatisfied customers. Your employees will always be in the right place at the right time.

  • Reporting and Dashboards

You can generate the reports you want when you need it. Allowing you and your team to make well informed decisions and gain insight into your organization, In addition, if you want to share information with your clients the client portal will allow your clients to access easy to read dashboards, inspection reports and performance reports. You have the ability to customize their portal to show them the information that matters to them

  • Compliance Audit

This a feature that was developed in conjunction with our clients’ needs to ensure the safety of their staff during COVID-19.It is fast becoming the most popular feature in our platform. This feature ensures that your staff adheres to regulatory guidelines. Making it easier for you to establish operating procedures and respond rapidly to ensure the safety of your staff.

In our platform we have answers to every question that a client will ask you during these trying times. If you think this is too good to be true or want to experience our miracle product, click here to contact us.

Top 5 Pandemic-Friendly Business Ideas for aspiring entrepreneurs.

The ongoing pandemic has left many of us feeling like the rug was pulled from under us. With excessive concerns about health and safety to poverty due to lost jobs. While it looks like all hope has been lost we’d like to remind you of the saying, “Some good things fall apart, so better things can fall together”. This might look like the ideal break up quote but it could also be the promise of better times to come.

We have listed out 5 Pandemic friendly businesses you should think of starting:

  • Handmade products

E-commerce was already booming before the pandemic, but with most physical stores operating at limited capacity, selling online is the way to go for aspiring retailers. Crafters and artisans with newfound free time now have a unique opportunity to turn their passion and skills into a thriving business. Making sales could be as easy as a post on selected social media groups to eCommerce sites that have now sprung up.

  • Unique face masks

Most states have made wearing a face mask mandatory for public safety. If you are a pro with the sewing machine, you already have your next business idea sorted. Turn the plain cloth masks into something of a fashion statement with uniquely tailored face masks to match different outfits.

  • Pet products and services

The Covid-19 stay at home order has resulted in more people adopting pets in order to feel less lonely. First time pet owners have turned to online shopping to online retailers and services to care for their new advice. If you are a pet owner or animal lover, this one is right up your field.

  • Home Beauty Kits

With hair and nail salons shut down people have turned to the internet to make their Self-care Sundays work. DIY home beauty products and kits are a great way to capitalize on this trend. Industry experts say products that are focused on holistic wellness and self-care, such as facial products, essential oils and aromatherapy, are expected to see consistent demand in the foreseeable future. You can curate and source local products for a personalized box subscription experience, or create your own line of organic or natural skin and hair care items.

  • Commercial cleaning service

While cleaning and antibacterial supplies continue to fly off the shelves, many commercial cleaning services are finding themselves in higher demand than ever before.

Office buildings, restaurants and other public businesses are counting on these service providers to continuously disinfect their spaces and keep employees and patrons safe. As more types of businesses reopen to the public, including schools and universities, owners and building managers will continue to seek these cleaning services to stop the spread of germs and viruses. If you are looking for the ideal solution to start up your cleaning service click here to contact us, we have just the platform you need, and from there on it will be, get-set-go.

It is often during the most challenging times that there is the greatest opportunity to redefine yourself. So don’t throw the towel in just yet, try out your hand as an entrepreneur, who knows you might surprise yourself.

Job hunting during Covid-19: 3 really cool tips that could help you land the job.

Job hunting during the Covid-19 pandemic could be a roller coaster ride of expectations and disappointments on its own without the added stress of virtual interviews and strenuous screening processes that leaves you wondering where you went wrong. So if you are job hunting during the pandemic, consider this expert advice from recruiters and hiring managers.

Remote interviews are here to stay at least for as long as the pandemic does:

Get comfortable with the remote interview reality. For the foreseeable future, many job interviews will be online. That means you need to ensure that you look professional and engaging on the video call. You also need to strive to create an emotional connection with the interviewer — not as easy to do on video as in person.

  • Look directly into the webcam (and not at the image of the interviewer on your screen) to make eye contact
  • Dress professionally head to toe in case you need to stand up
  • Pick a clean, uncluttered background and avoid virtual backgrounds like baseball parks (in the case of virtual backgrounds, it gets really creepy when parts of your face disappear when you move it)
  • Nod and smile more often than you think you need to, (it helps to agree with the man/woman who just might your future boss)
  • Using your hands can also help establish a connection and indicate commitment as you only use hand gestures when you are seriously invested in something.

Mind the bots:

A lesser known fact is that most companies use bots for the initial screening of resumes and to short list potential candidates. Stumped? We were too. However, we have just the solution for it.

Understanding how these systems work is just as important as understanding what employers are looking for. The machines that ‘read’ resumes are targeting keywords that are relevant to the job to be filled. For the best chance of moving forward and getting your resume in front of a human, use wording from the job description in your resume — without making it a carbon copy of the job requirements, of course. That means you can’t go with the one size fits all kind of solution. Customize your resume to fit each job you apply to.

Remember, there’s nothing soft about soft skills.

Every hiring manager is emphasizing the essential value of leadership, communication, agility, and the other non-technical competencies. They put more emphasis on them because these are the skills that drive success.

Amid the stress and remote reality of the pandemic, soft skills such as flexibility, listening, and empathy have never been more important. Leaders who don’t like managing change are having a worse year than others. Showing demonstrable soft skills, which you can bring up in the course of discussing challenging projects and/or working relationships, can put you at the top of the candidate list.

Listed below are some skills you should consider demonstrating in your next interview — (think what story can I tell to show these skills?)

  • Communications
  • Empathy
  • Critical thinking/problem solving
  • Social/interpersonal skills

Do your online research to check out a few sample evaluations around the particular skill set. While you’re at it, research typical interview questions for the role. Hope all your research pays off.

However, if you are considering an entrepreneurial journey, having your own website is a really good place to start. If you think so too, click here to talk to us.