How to improve customer experience and fulfillment consistency
By Matt Beran
Today’s internal business users are more demanding than ever. They see the intuitive set of online tools used at home, and expect that same level of customer experience in the workplace. It makes sense. Easy access to information is what they need to get their job done quickly and effectively without any hurdles to request services or report issues that get in their way. Anything outside of what employees are paid to do is a distraction that not only affects job satisfaction, but reduces productivity and the overall profitability of the company as a whole.
Think about it: If you are a sales executive, your job is to sell goods/services and you are incented to do just that. You don’t want to be searching around for “which phone number to call” to get support for a broken printer while facing a deadline on a critical proposal that has to go out. All customers, internal and external, desire a great ordering experience, fast delivery and the least amount of interruption.
In order to keep these customers happy, we need an approach that will support not only the business needs of the foreseeable future, but also those of the unforeseeable future. This means prioritizing enterprise exibility, where evolution in service delivery can continue quickly, without so much negative impact to the experience of the customer.
Learn how to deliver complex services and solutions while still looking organized and consistent.Download Now
For decades, global companies have spent volumes of energy researching, developing and formally sourcing projects to procure solutions to automate, manage and report on key organizational processes. These projects vary greatly, from operational support systems including IT Service Management (ITSM), Enterprise Resource Planning (ERP), Customer Relationship Management (CRM) and Human Resources Information Systems (HRIS). Typically, these projects involve highly specialized software packages to run key business functions.
This type of project often requires the deployment of a chosen solution set or application which either forces a major upgrade of an incumbent system ; or a “rip and replace” of existing fulfillment platforms in favor of new, industry leading commercial applications. Sometimes, the cycle is as short as a year and is repeated in some fashion not long after go-live.
Read the rest by downloading!Download Now