In any customer service ecosystem, three entities interact continuously — parties, products, and services. Managing their interdependencies, however, is often chaotic, leading to fragmented experiences and operational inefficiencies. Connected is a platform purpose-built to harmonize these interactions, delivering a seamless, intelligent, and efficient experience across the customer service value chain.

The Three-Body Problem in Customer Service

The chaos in customer service arises from three core issues:

• Information silos: Customer records often focus on purchases rather than actual usage

• Operational discontinuity: Processes and exchanges are scattered across teams

• Limited insights: Business owners are isolated by disconnected systems

These challenges have been amplified by the shift toward an outcome economy, where value is delivered through ongoing services and experiences. This transformation has changed customer service in several ways:

• Customer engagement now extends beyond purchase to actual use

• Workers are increasingly responsible for managing relationships and delivering services

• Business owners require insights across a full operational continuum

Traditional customer service solutions are ill-equipped for these new demands. They typically fall into three categories:

• CRM systems: Focused on sales and marketing outreach

• Customer support systems: Designed for low-touch requests

• Generic platforms: Intended for standalone applications

While these solutions are pervasive, they hide the high costs of implementation and adaptation, and their foundations cannot meet the fine-grained demands of modern customer service.

How Connected Solves the Problem

Connected addresses the three-body problem by blending relationship, service, and application management in a coherent, service-centric system.

• Relationship Management - Maintains information flow across all engaged parties

• Service Management - Scales efficiently to manage complex, high-volume operations

• Application Management - Accelerates the delivery of tailored solutions to meet business goals

The platform solves core issues across every layer of customer service:

• Eliminates information silos with a common data model linking parties, products, and services

• Reduces operational discontinuity through centralized automation frameworks connecting actions, collaboration, and communication

• Enhances the customer experience via a development framework that connects applications to business objectives

AI-Native Insights for the Modern Customer Service Ecosystem

As an AI-native platform, Connected augments, and accelerates feedback loops across functions, enabling continuous insights. It integrates information, operations, and experiences, allowing businesses to:

• Provide consistent and intelligent responses to customer needs

• Streamline workflows across teams and systems

• Deliver seamless, scalable service experiences across the entire value chain

With its ground-up, service-centric design, Connected transforms customer service from fragmented processes into a cohesive, intelligent, and efficient ecosystem.

Key Takeaways

• Customer service involves parties, products, and services as interdependent entities

• Traditional systems fail to resolve information, operational, and insight gaps

• Connected provides a unified, AI-native solution that eliminates silos, reduces discontinuity, and enhances experiences