Modern technological solutions in customer service

Modern technological solutions in customer service

Along with the dynamic development of industry and business, the way of customer service also changes. In industries where a good customer/service provider relationship is the basis for successful cooperation, great emphasis is placed on specialised staff. It focuses on the development and rich competence of employees. However, as shown by numerous experiences of modern companies, effective customer service is not only based on comprehensive skills and high qualifications of employees, but above all on speed, efficiency and the use of modern technological solutions.
Dynamic development of new technologies, as well as universal access to mobile devices such as smartphones and tablets, creates completely new opportunities in the quality of customer service. According to the Aberdeen report, the number of smartphone users in the market is growing – at the moment it is a percentage of 60% of all mobile phone users. The number of available websites is also growing – as many as 46% of websites are designed to be displayed on mobile devices. Thanks to the use of modern technological solutions, the management of employees in the field becomes much more effective. In industries where there is a need to automate field operations and enable quick response to changing conditions, new technologies are an essential element of the company’s development. They make the tasks performed more organized and planned, and the right information and data are provided to the right people in real time. Application of this solution, first of all, does not generate additional costs, and significantly reduces the existing ones related, among others, to IT support. The use of technological improvements allows to keep full documentation of each element of the service cycle on an ongoing basis. Customer satisfaction increases, as the customer is informed about each stage of work and strengthens the positive image of the company and increases its competitiveness. Thanks to the application of such solutions, an employee who used to spend time on administrative work related to the handling of orders, can fully devote it to the customer by offering further services.
As shown by the practice of many companies applying modern technological solutions in customer service, they bring measurable benefits. – The service management system we have designed supports more than 6000 mobile devices. Using it streamlines and automates the process of planning, execution and settlement of service orders. The number of completed orders increases by up to 20%. As a result, revenues are growing. Our customers are seeing a 14% increase, member of the board of Intelligence, a company that implements the system. Additionally, thanks to the application of the system, it is possible to significantly reduce administrative and coordination costs by up to 30% and strengthen service management thanks to available statistics, reports and Key Performance Indicators. also enables integration with CRM, ERP, finance, accounting and fleet systems, thus maintaining consistency and completeness of data between the systems in the company, which is extremely important – he adds.
Modern systems enabling exchange of information and data in real time affect not only financial issues by reducing service costs, but also automate and optimize activities that were previously performed in an analog way. Something that until recently was tedious and time-consuming filling in paper protocols can be simplified to automatically and instantaneously generate reports with the customer’s signature. Reading service technicians’ letters, rewriting information about used parts, manual generation of reports and multiple photocopying of documentation are time-consuming, laborious and completely replaceable by modern IT systems. All data collected in the field during the performance of the service are in the system and can be processed more accurately, achieving business goals faster. An automatic benefit is an increase in customer satisfaction.
– When creating the system, we tried to use two key elements – the most modern IT technologies and our market analysis. In this way, we have developed a solution that meets the needs of small, medium and large companies managing employees who perform maintenance orders in the field. The system responds to the needs of all stages of performing service orders at the customer’s premises, including the initial process of registering service requests.
Modern technologies have a major impact on improving the quality of customer service. In times when service teams do not focus only on selected cities or regions, but operate throughout the country mobility, the possibility of

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