Customer Service Experience - Value to Both Customer Service & I.T. Managers
Without the technological advances that have automated and streamlined processes,
facilitated the consolidation and real-time use of data and increased the effectiveness of
communications, business would still be in the ―Stone Age – shuffling vast quantities of
paper around, having little insight into what customers really want and ever so slowly
responding to market conditions. Intelligent and timely adoption of technology is core to
every enterprise’s success and growth.
But delivering technology components is not enough, especially when it comes to meeting the
demands of the modern customer service organization. Gaining control of the service
experience to rapidly adapt to market pressures, increase customer loyalty, reduce service
costs and ensure compliance is imperative for every customer service executive. This requires
a technology solution that enables successful collaboration between IT and business and gives
business owners total control over service experiences.
There is a need for a customer service solutions that empowers IT and service organizations to
collaboratively design and adapts service experiences in minutes, not months, meeting the
needs of both customers and the business.
To enable efficient and effective customer service processes IT organizations continue to focus
on how technology can improve service delivery and the performance of both the IT and
customer service organizations. In its 2010 State of the CIO Survey, CIO magazine identifies
the top three imperatives to be:
• Aligning IT initiatives with business goals.
• Improving IT operations and systems performance.
• Cultivating a better IT partnership with line of business operations.
Today advances in technology, including service-oriented architecture (SOA), distributed
services, Web 2.0 and cloud computing offer a host of opportunities for improving the
customer service experience. While your organization may look at Web 2.0 and distributed
web self services to increase the quality and efficiency of your service experience, you cannot
simply leave your legacy information and systems behind. You need a Service Experience
Management (SEM) platform that can empower
• Your customer service team to take control of the service experience and gain the
business insight that enables the delivery of effective experiences.
• Your IT team to take control of the diverse set of existing customer service applications
and effectively leverage these during each service interaction without imposing a heavy
burden on IT resources.
• IT and service organizations to collaborate quickly and effectively change and improve
the service experience as new market opportunities and business demands arise.
Enterprises can finally gain control of the customer service experience to turn service
operations into profit centers. At the same time, IT organizations can gain a flexible, agile
business solution engineered
with today’s most important technology standards to provide a seamless fit with current
corporate architecture, reduce the burden on staff, effectively leverage current assets in
service operations, and develop new levels of collaboration with the service organization.
Learn more about customer service software solutions, agent desktop