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Most organisations have numerous channels for delivering customer service and support. These interactions are becoming increasingly fast-paced as customers demand immediate help and problem resolution . The challenge for many organisations is a lack of integration across their communication services channels and applications. How can IT help improve your customer services?
There is a clear business imperative for integrating customer service channels. If a customer calls a support phone line, the more information agents have about the person and the query the better (and faster) the communication services will be. Moreover, customers use the phone for more than support; they use email and mobile apps, among other channels. The last thing they want to do is repeat a service or support request multiple times before getting an answer.
AI and chatbots for customer interactions may be in their early days of adoption, however companies who have deployed this communication services technology are already seeing great success with their customer engagement and retention. It is certainly worth investigating for initial, or “first-level”, service as it can potentially weed out simple requests, or help inform a customer unaware of a problem.
By analysing your specific needs and priorities, we’ll give you a realistic and practical recommendation on what’s required to accelerate your modern architecture.
Our Senior Consultants will help you evaluate and understand your options, so you can make decisions that benefit both your business and your employees, while mitigating unnecessary risk.
Combining Strategy, Transformation, Management and Optimisation, we identify and remove the obstacles to a successful outcome, before you even know they’re there.
Step 1: Recap and review
Together we’ll examine the steps you’ve already taken in IT procurement and review the parameters for the architecture planning you’ll need in place going forward.
Step 2: Shape the
plan
Future planning for optimal performance, focusing on effective communication and collaboration, device lifecycle and configuration management and security.
Step 3: Identify your requirements
This is where we clearly identify the steps you need to have in place to develop your Strategic Technology Roadmap to create a Modern Dynamic Workplace.
Step 4: Get the
report
You’ll receive a high-level report with our recommendations to accelerate your modern architecture, and the next steps for delivering your Strategic Technology Roadmap.
With a high-level plan in place, you’ll have a clear understanding on the business case, benefits, and high-level budget considerations for your technology platform to accelerate your modern architecture. And you’ll be ready to leverage the Cloud to deliver the services and applications your teams need.
How successful was your business transition to a remote workforce during the COVID crisis? Read how the National Breast Cancer Foundation was able to transition to a remote workforce environment almost overnight, and with 93% employee satisfaction.
There’s nothing like a one in 100-year pandemic to test how your IT operations are performing and how prepared you are for change.
