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Tag Archives: success

Sophisticated CRM Now at the Core of Customer Success

April 2, 2021   CRM News and Info

By Jack M. Germain

Apr 1, 2021 5:00 AM PT

Over the course of the past year, adjusting to the challenges of the pandemic on business has made the customer relationship management system an essential tool for maintaining and growing a customer base. As a result, CRM platforms have evolved into something more than just a digital Rolodex to manage customer contacts.

A key aspect of succeeding in customer management tasks involves addressing the customer experience. Brands and retailers need to become customer-obsessed in 2021 in order to improve the customer experience, suggested Jennifer Conklin, sector lead of unified commerce at Capgemini North America.

With most workers continuing to work remotely, CRM has become an important tool for managing relationship risk. Financial firms have to deal with market and operational risk, consumer retailers have to focus on supply chain risk, and all companies have to keep an eye on economic risk.

Relationship risk is no different, and the role of the CRM is right at the center. Diverse fulfillment methods are key to customer experience (CX) success for merchants this year.

Marketing now must focus on four key trends — contactless customer experience, omnichannel shopping, personalizing and changing customer journeys, and voice commerce, according to Conklin. That litany is what marketers can expect as the new normal in 2021 for CX and commerce trends.

“With safety still top of mind, a contactless shopping experience will be very relevant in 2021. Because health and safety concerns are a priority for most consumers, voiceless technology offers a safe, touchless alternative,” she told CRM Buyer.

Fixing a Broken CX

Improved functionality is at the heart of improving the customer experience. That all hinges on taking care of functionality issues. This approach involves curbside pick-up, touchless in-store pick-up, buy online pick-up in store (BOPIS), and its sister strategy: reserve online pick-up in store (ROPIS).

These are all shopping options that meet the customers where they want to shop. Merchants that make buying and pick-up easy and seamless will win in 2021, noted Conklin.

“It also depends on an organization’s level of technical maturity. Where are they in their digital transformation?” she said.

Some merchants were quick to pivot in 2020. Others were in mid-pivot when the pandemic began. That way their efforts could be accelerated and prioritized in order to meet new expectations, explained Conklin.

“However, the laggards will be far behind and still need to tackle basic optimizations like mobile shopping and fast page-load times,” she surmised.

How do they do that? It all starts with data to help achieve one holistic view of the customer which in turn provides a seamless experience across any touchpoint throughout the customer journey.

CRM’s Newfound Importance

CRM is becoming more important now than ever before, according to Manish Patel, Tier1 Financial Solution’s chief operating officer of its CRM business. Much of that results from the shift to the online business world.

“As industries become increasingly virtual and rely more heavily upon cloud-based technology, it is imperative that foundational products like CRMs provide the flexibility and accessibility that allows professionals to work from any location at any time,” he told CRM Buyer.

The appetite for more nimbleness in a CRM was already growing heading into 2020. But the pandemic accelerated the adoption of these capabilities, making robust platforms no longer a “nice to have” item but a “need to have” necessity, he added.

“Today’s CRM not only makes jobs more organized and efficient, but it mitigates a great deal of operational and relationship risk, particularly in what has become a completely distributed workforce for many firms,” Patel said.

Essential in Capital and Investment Markets

Capital markets and investment banking are areas where CRM is more important than ever. It is far more than just a contacts app for sales teams.

“A CRM needs to be more of a Swiss Army Knife of functionality when it comes to managing relationships. Sales and trading teams need to have real-time access to what has happened, what is happening, and what should they do next, along with the ability to manage events, in order to drive revenue-generating engagements,” Patel said.

Investment banking professionals need the ability to quickly identify the right buyers based on historical transaction types, interests, and current holdings. A premium CRM filters their preferences, which can lead to a higher success hit ratio when targeting buyers for a deal, he explained.

CRM’s Evolving Nature

Historically, a CRM system, at its foundation, has been a resource for storing and organizing client contact details. However, as the industry landscape has become more digital and more reliant upon data, CRMs have become an enterprise-wide data repository.

“Today’s CRM connects data and helps put context around information, giving users a 360-degree view of the client,” noted Patel.

CRM technology is becoming more sophisticated because that is what clients need in an ecosystem that’s getting more crowded, more complex, and more competitive. Firms have to manage a greater number and a wider array of clients than in years past.

This means that there are oceans of data that have to be organized. The expanded functionality has especially helped banking and capital markets professionals uncover new opportunities and provides more substantial insights to engage with clients, according to Patel.

“I think where we are seeing CRMs, particularly within the financial sector, evolve to is one of greater interoperability. Key data providers are integrating with CRMs to make data management more efficient and accessible and that will continue to be the case over the next one to five years,” he added.

More Than a Sales Team Tool

CRM systems play an increasing role across organizations. The platform is no longer just for sales teams.

“Vendors are also realizing the need to collaborate, partner, and integrate with other specialists to empower the increasingly virtual ecosystem,” Patel offered.

A CRM platform in many ways is the bedrock of any company’s technology stack, particularly among a distributed workforce. It provides so much functionality and workflow efficiency in today’s landscape that it is almost impossible to think how a company, even small and mid-sized startups, could function without one.

CRM platforms are serving as an intuitive digital dashboard that provides a complete, single-pane-of-glass view of a client. They manage not only all of the contact and deal information that sales teams have always needed. They also mitigate risk and allow clients to operate from anywhere, acting as an undisputed single source of truth.

“Firms should no longer have to dig through endless amounts of spreadsheets and an array of different platforms to align client information and make informed decisions,” Patel insisted.

What Merchants Need To Do

Technology researcher Forrester predicts that 25 percent of businesses will achieve significant customer experience gains in the coming year following the organizational shock of the pandemic, according to Durk Stelter, chief revenue officer of Linc Global. Teams that evaluate their crisis response and implement digital and omnichannel strategies to address gaps will recover their stride quickly.

“They are likely to find that consolidating and unifying around the right technologies will result in cost reduction and increased customer satisfaction,” he told CRM Buyer.

Improving customer experience is a partnership with CRM technology. Underpinning these changes is AI-powered automation.

It helps retailers process the vast amounts of data necessary to power at scale, the rich online experiences customers now expect. These involve e-commerce site analytics to GPS location information to real-time inventory status updates from local stores.

Interactions must be swift and consistent wherever shoppers choose to engage with the brand and deliver complete resolution. Automated online solutions must solve problems, not just deliver basic information. Otherwise, they can be perceived as time wasters that merely stall customers until a human customer service agent can take over, Stelter explained.
end enn Sophisticated CRM Now at the Core of Customer Success


Jack%20M.%20Germain Sophisticated CRM Now at the Core of Customer Success
Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other open-source software. In addition, Jack extensively covers business technology and privacy issues, as well as developments in e-commerce and consumer electronics. Email Jack.

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Another Success Story: Visiting Nurse Service of New York

February 4, 2021   Microsoft Dynamics CRM

Founded in 1893, the Visiting Nurse Service of New York (VNSNY) is the largest not-for-profit home- and community-based health care organization in the United States, serving the five boroughs of New York City as well as Nassau, Suffolk, and Westchester Counties. On any given day, they have more than 44,000 patients and plan members in their care, from newborn infants to our oldest seniors. VNSNY’…

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Another Success Story: McWane

January 21, 2021   Microsoft Dynamics CRM

McWane is a global leader in water distribution solutions and infrastructure that are integral to the function and development of plumbing and clean water works systems throughout the world. They conduct business throughout North America and the rest of world. They continue to grow their product lines to meet the needs for safe, long-lasting, environmentally friendly infrastructure…

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Another Success Story: Key Surgical

December 17, 2020   Microsoft Dynamics CRM

Key Surgical is a leading global provider of products used in sterile processing, operating rooms, and endoscopies. Their products support processes and procedures in hospitals and surgical facilities. With offices in the US, the UK, and Germany, they continue to expand and grow what is already the industry’s broadest product portfolio. Key Surgical is focused on providing an exceptional customer…

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Another Success Story: Amigos Library Services

October 23, 2020   Microsoft Dynamics CRM

Amigos Library Services is a member-led and member-focused cooperative whose mission is to unite libraries for action and strength in service to their communities. A not-for-profit organization dedicated to serving libraries, their vision is that members will view Amigos as indispensable for strengthening their ability to serve their communities. HCL-PowerObjects has been Amigos’ Dynamics CRM…

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5 Steps to Microsoft Dynamics 365 CRM Implementation Success

October 14, 2020   Microsoft Dynamics CRM

A lot of factors play a role in CRM (Customer Relationship Management) implementation success. Starting with research and going all the way through training, adoption, and ongoing support. If you are considering a new or updated CRM solution, such as Microsoft Dynamics 365/CRM,  choosing the right solution, the right partner, and the right approach will set you on the path to a successful implementation.xImplementationServicesfromBroadPoint 300x165.png.pagespeed.ic.VWCN7iOZaJ 5 Steps to Microsoft Dynamics 365 CRM Implementation Success

Here are five tips from our expert implementation team at BroadPoint:

  1. Manage your resources

Your resources include not only the supplies needed for your Microsoft Dynamics 365/CRM project. They also involve personnel involved in the project: system developers, project managers, business analysts, stakeholders, and end-users. The efficient and effective use of resources will spell success for your Microsoft Dynamics 365/CRM project.

  1. Define specific roles

All team members must understand and commit to their respective roles and responsibilities. A successful implementation will take effort from all.

A defined formal project team structure will give all stakeholders a clear picture of their authority and their responsibilities. Accountability will make sure the job gets done on time and on budget.

  1. Create a workplace for project collaboration

When your team works well together, their efforts will contribute to a successful outcome. Collaboration and cooperation are essential. Microsoft Teams is an ideal collaboration tool for Dynamics 365 implementation. Microsoft Teams allows project managers to hold meetings and present important information in an easy to access format. Project team members will have access to shared documents and artifacts and draw from a shared library of resources. Additionally, Microsoft Teams acts as the project’s home base and gives access to useful built-in Microsoft applications.

  1. Fill key positions

Most project teams involve representation from executives, project team members, and other stakeholders. You’ll need to designate a project manager, subject matter experts, functional specialists, technical specialists, software developers, and end-users.

Filling these roles and ensuring everyone understands their responsibilities is critical for project success.

  1. Keep communication channels open

It is impossible to overstate the importance of good communication. A project without communication and cooperation will be fraught with pitfalls and subject to failure. Every project, regardless of size, requires formal project communication guidelines to ensure smooth process execution.

Set communication expectations proactively for your Dynamics 365 CRM implementation. When developing a project communication plan, your team should agree on some fundamental issues such as:

    • How often and when your team will meet formally to discuss the project’s status
    • The optimal methods of communication
    • How project team members can best communicate accomplishments, obstacles, and project concerns?
    • How the communication structure will align with project roles and responsibilities
    • Who will be included in various communications (such as budgeting, task completion, and troubleshooting.)
    • What information will be included in status reports

A comprehensive project communication plan will ensure that everyone with a stake in the project is kept up to date and on track. Finding consensus around communication expectations early in the project will establish a strong foundation for overall success.

CRM implementation requires hard work, but hard work alone will not ensure project success. By prioritizing these best practices, your team can avoid many common Dynamics 365 CRM implementation pitfalls, including scope creep, team conflict, excessive additional expenses, and implementation delays.

If you need assistance with a Dynamics 365 CRM implementation, our team of project management-certified experts is here to help. We have successfully led clients across the U.S. through hundreds of technology implementations. Contact our team at BroadPoint and let us show you how to succeed with your software project.

By BroadPoint, www.broadpoint.net

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Happier Employees Drive Your Organization’s Success & Growth

July 24, 2020   CRM News and Info

The Key to Successful Organizations: Measuring and Increasing Employee Work Happiness

Jeff Sutherland, the author of SCRUM: The Art of Doing Twice the Work in Half the Time, says, “Happy people aren’t happy because they are successful; they’re successful because they are happy. Happiness is a predictive measure.” If you’ve read his book, you’re familiar with the idea that even a slight increase in happiness can deliver a big impact, both professionally and personally.

The pitfall of most organizations is failing to consider how employee happiness affects the workplace. While 2020 has been a difficult year for most companies with rising unemployment rates, layoffs and pay cuts, we would argue that now is the time to invest in a better, happier future for your employees. As many organizations are forced to rework the way they operate—i.e., shifting to remote workforces—the door has already been opened for change. Growth is often prompted by change and opposition, and our experience has taught us that authentic, long-lasting happiness comes through growth, leaning and progress.

 

Employee Work Happiness for the Win

Employers are at the helm of their company culture, so why not enable your employees to thrive and be happy in the workplace? In order to do this, it’s important to establish an employee work happiness baseline and measure improvement going forward.

AKA has fostered the SCRUM methodology within our organization and it has made a huge difference in our success and overall employee satisfaction. Does focusing on your employees’ work happiness sound like the best next step for your company? Here are 3 ways to get started with establishing an employee happiness baseline:

Individual Reviews

Many companies have annual reviews in place, but the way you go about these is key. Do you just offer a check-box style form that employees fill out annually or quarterly? Or, do you really take the time to talk with each of your employees about what they did well since the last review and where they could be better going forward? Employees can tell when you really invest in and care about their success within your company. Talking about career progress and taking the time to show you care as an organization and management team can really impact employee workplace happiness.

If you don’t already have employee reviews in place, start with a simple set of questions to determine employee happiness levels, expectations and details about their roles and positions within your company.

Company Surveys

Another way to get honest, constructive feedback about your organization is to initiate anonymous surveys across your organization. We are fans of anonymous surveys because they really give employees the chance to be open and provide feedback that they may not otherwise feel comfortable providing (more on this to come…). Form your questions around how employees are feeling, how they think your organization is doing and identifying which areas employees think you can improve.

Company Policies and Culture

Circling back to the part about employees feeling comfortable to give honest feedback—a safe environment enables employees to be honest and open. Employees who feel like they aren’t able to start a conversation about concerns they have, their work, their role within the company or their position aren’t happy employees. Not to mention, how can you expect employees to deliver their best work when they are afraid?

Implementing these three measures will pave the way to improving your organization’s success and your employee happiness levels. The desire of employees to engage, commit and strive to be successful will follow the improvements they see within your organization.

Employees Play a Role in Their Work Happiness, Too

 

Sure, you have an important part in fostering employee workplace happiness within your organization—but so do employees. As an employee, you can’t wait for your company to do everything; you need to understand it just as important for you to be proactive in working toward your happiness. How? Here are some things you, as an employee, can do to work toward both personal and professional happiness:

Important factors outside of the workplace for your overall workplace happiness:

  • Eating a well-rounded diet
  • Staying hydrated with water, not just caffeinated or sugary beverages
  • Move your body
  • Get the right amount of sleep to feel well rested, healthy and happy
  • Establish work/life boundaries—a balanced life is important

Important career-related factors for your overall work happiness:

  • Set goals: Goals need to be specific, measurable and meaningful. This can include new certifications, growing your skill sets and more.
  • Continue to learn: Ask questions and expand your knowledge
  • Take initiative to make changes to company policies by proposing improvement plans
  • Identify the tasks you really enjoy at work and find ways to do more of these tasks
  • Communicate realistic expectations to your managers and converse about what it will take to achieve specific changes

It may come as a surprise, but changes to the amount of money you make (watch this video) and your official title won’t necessarily make you happier in your career—or at least may not do so long-term (think: the Hedonic Treadmill).

AKA’s culture focuses on employee work happiness, and so can yours. Check out the available careers at AKA if you’re searching for an organization that cares about YOU.


ABOUT AKA ENTERPRISE SOLUTIONS
AKA specializes in making it easier to do business, simplifying processes and reducing risks. With agility, expertise, and original industry solutions, we embrace projects other technology firms avoid—regardless of their complexity. As a true strategic partner, we help organizations slay the dragons that are keeping them from innovating their way to greatness. Call us at 212-502-3900!


Article by: Matthew Case and Adolfo Ramirez | 212-502-3900

Matthew Case has worked with CRM for 9 years, specializing in CRM architecture, interface design, user adoption, and change management. As AKA’s Media Practice Lead for more than a decade, Adolfo has a history of successful CRM and ERP projects across Media and other industries.

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API Success: The Journey to Digital Transformation

June 16, 2020   TIBCO Spotfire
TIBCO API Success Nelson Petracek e1591989936284 696x365 API Success: The Journey to Digital Transformation

Reading Time: 3 minutes

Application programming interfaces, or APIs, enable external and internal consumers to seamlessly access, interact, and engage with a company’s data and functions. APIs essentially bind different parts of a value chain together even though the underlying components may be based on different systems, technology, or supplied by different vendors. 

The use of APIs can be easily seen in the marketplace through the web of interconnectivity developing between popular SaaS and PaaS providers, along with partners and the developer community. For instance, the customer service management platform Service Now can interact via APIs with the customer master data in your NetSuite customer relationship management (CRM) system so when a customer calls your organization, all of the caller’s correct details are readily available.  You know who they are and you don’t keep them frustrated on the phone for 10 minutes while you type in all their information.

APIs make the needed information readily accessible, promote the rapid development of new capabilities, and even greatly reduce the amount of rework required should you switch to a different vendor or datasource. Or, another example of the power of APIs is how your corporate travel site can “talk” to Trip Advisor (via APIs, of course!) to help manage your itinerary, share feedback on the hotel or airline, and help you sync travel plans with colleagues or customers. 

The Power of APIs

When companies have access to data and functions via APIs, it empowers them to make smarter decisions, improve customer satisfaction, drive innovation, and identify new areas of business. In fact, many businesses have identified APIs as their largest enabler of digital transformation strategies. According to Harvard Business Review, Expedia.com, for instance, generates 50% of its revenue through APIs and eBay, 60%. The benefits of using APIs are many, including enabling new digital products, reducing time to market, opening new partner opportunities, enhancing customer experiences, and preparing for the future. 

To reap the full benefits of all that APIs have to offer, your organization’s API strategy should reflect the key business drivers and goals upon which you are focusing in the market today. Say, for example, you supply a network of large companies with components. And they use an enterprise resource planning (ERP) system like SAP. Ideally, you would provide them with API endpoints so their order management system can talk to your order management system without any manual intervention, leading to automation and a lot of time saved. But how do you build an API strategy that will enable this digital transformation?

Developing a Successful API Program

Developing an API program is a significant undertaking that can have a profound impact on your organization. Because it can drive new products, new innovation, new customers, and new revenue streams, it’s not a task to take lightly. Even though APIs are important, many companies still struggle. We have found that it’s not enough to just start using APIs. In our experience, organizations that establish a comprehensive API strategy, whether the APIs are being consumed internally or externally, are the most successful.

For starters, you need to plan your API strategy like it’s a new business. That includes:

  • Aligning to the business goals
  • Identifying supporting technology
  • Measuring performance
  • Engaging your ecosystem

Aligning the business goals with the API program is important, as is identifying the appropriate use of technology and supporting architectures. KPIs are for measuring the success of the API program and ensuring that it is meeting the goals of the business. And engaging the ecosystem is important, whether this is for external API consumers or even internal API developers. It is important to know and understand your audience, what capabilities they need, how to support this audience, and how to build an effective communication plan for your program.

As you can see, building a successful API program is not just about technology. You need to define the foundation of your API program in terms of its strategy, monetization approach, target audience, goals, etc. And then evaluate and find an appropriate technology upon which you can execute the API lifecycle. Think about it. It’s like any other product that you produce. You wouldn’t launch a new product without a go-to-market strategy, would you? APIs are the same. They need nurturing and support to grow into their full potential.

In his new, easy-to-use book, “API Success: The Journey to Digital Transformation,” API and tech expert Nelson Petracek sets out the criteria, questions, and thought processes you need to consider to build and deliver a successful API strategy that is technology-agnostic. Petracek draws on his decades of customer use cases and interactions to layout a guide that your company can use to create and run a successful API program.

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The Key to Success in Choosing the Right CRM Partner For Your Dynamics 365 Purchase

May 27, 2020   CRM News and Info
crmnav The Key to Success in Choosing the Right CRM Partner For Your Dynamics 365 Purchase

When speaking with a potential CRM partner, you may feel you know exactly what to ask. After all, you know what you want to achieve through the implementation, and you know the budget your company can work with. All too often though, companies end up with a CRM partner that doesn’t deliver on their expectations, even though they felt confident in their ability to choose a qualified partner. How can you avoid that outcome and find the right partner for your company?

By asking the right questions from the start.

What do we mean by “ask the right questions”?  Organizations often fail to ask the truly important questions to their potential CRM partners, questions that can give valuable insight into whether they are a good fit. The fact is, every partner is ready for the common questions. Questions about costs, experience, and implementation methodology are simple and commonplace. Partners have plenty of experience answering those questions- and making the answers sound good. But deeper questions that force partners to think will uncover far more about their business practices and commitment to client success.

A great technology partner, one that is going to deliver on your goals and expectations, will welcome the tough questions. They will be eager to share with you what makes them unique. They will engage the services team to help provide you with complete, honest responses. So what are some of these tough questions?

You aren’t left to guess. 18 industry experts have contributed their insights and ideas to give you a list of 9 questions to ask your potential CRM partner. These questions can be the key to finding the perfect partner for your company. In addition, you will find warning signs to watch out for so you know when to start running in the other direction.

It is true, choosing the right CRM partner isn’t easy, but it can be done. To find the questions you should be asking, download the eBook “9 Questions Nobody Asks Their CRM Partner… But Should” at www.crmsoftwareblog.com/9Questions.

Then check our directory of Microsoft Dynamics 365 Partners specializing in CRM to find the right partner to start the conversation.

By CRM Blog Writer, www.crmsoftwareblog.com

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Epitopes.world taps AI to predict COVID-19 vaccine success

May 6, 2020   Big Data
 Epitopes.world taps AI to predict COVID 19 vaccine success

A team of researchers hailing from Harvard and Université de Montréal today launched Epitopes.world, an AI-powered, interactive platform designed to facilitate COVID-19 vaccine development. It’s built atop an algorithm — CAMAP — that generates predictions for potential vaccine targets, enabling researchers to identify which parts of the virus are more likely to be exposed at the surface (epitopes) of infected cells.

Project lead Dr. Tariq Daouda, who worked alongside doctorates in machine learning, immunobiologists, and bioinformaticians to build Epitopes.world, hopes the platform will reduce the time and expense involved in creating vaccine candidates. Fewer than 12% of all drugs entering clinical trials end up in pharmacies, and it takes at least 10 years for medicines to complete the journey from discovery to the marketplace. Clinical trials alone take six to seven years, on average, putting the cost of R&D at roughly $ 2.6 billion, according to the Pharmaceutical Research and Manufacturers of America.

CAMAP, which Daouda developed while obtaining his Ph.D. at the Université de Montréal, was originally applied to cancer immunotherapy. But its aptitude for learning immune system patterns made it an ideal fit for revealing viruses’ weaknesses.

“The COVID-19 pandemic stresses the need to accelerate the design of vaccines and therapies to reduce the human and economic impact of global pandemics,” said Daouda in a statement. “People infected with COVID-19 tend to have [fewer] immune cells, making it difficult to get enough infected cells to study them appropriately in a lab — and because they are so rare, labs are in competition with each other to obtain them.”

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Epitopes.world doesn’t synthesize vaccine candidates itself, but its predictions could be used to generate a list of epitope targets to test. The trained CAMAP model draws on a data set of 1.5 million candidate epitopes and their metadata, including approximately 78,000 from SARS-COVID-2 and SARS-COVID-1 (two variants of coronavirus) and 104,000 from normal human sequences — all of which is hosted on ArangoDB’s Oasis service.

To this end, a recent preprint paper published by researchers at NEC OncoImmunity and NEC Laboratories Europe describes work to identify COVID-19 vaccine candidates from epitopes. The team repurposed an algorithm similar to CAMAP to analyze COVID-19 sequences and isolate epitopes with optimal immune responses, which they believe could inform development of both current and future strains.

“Epitopes.world makes code the petri dish — utilizing open source technologies to connect machine learning to biomedicine to help accelerate learnings and findings,” said Daouda.

Epitopes.world — which also provides visualizations that allow researchers to plot results and use them for further research — is available on GitHub. A public API is available, and Daouda’s team plans to introduce new tools in the future.

In addition to ArangoDB, Digital Ocean, Explor.ai, and Slack are listed as sponsors. Both ArangoDB and Digital Ocean have pledged free cloud hosting and database management to the project.

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