How to choose the right customer service management solution
for your industry?

Across the globe, companies are undertaking various technology-driven initiatives. The main reasons include boosting sales, productivity and creating customer experiences. The results are quite positive! Seeking the right platform to meet your business motives is perplexing. A generalised solution may not pacify the purpose of implementing it. Re-inventing your processes with digital enablement demands an appropriate thought-provoking decision.

This post aims to help out the professionals from all sectors. Here’s an out-and-out analysis covering the touch-points and advantages of a bespoke integrated customer service management solution:

The shift towards technology for this sector indicates a major transformation. The two basic areas of focus are the management of workforce and the digital customers. The productivity-boosting smartphone applications empower the engineers with mobile enablement. Smart scheduling and synchronisation, they can execute more jobs in a day. More features include safety check-ins with the lone worker, auto-routing and real-time updates.

Multi-channel contact centre software solution assists with customer queries and service requests. It helps the organisations to increase their availability across different platforms. Proper analysis and reporting are beneficial for preventive actions and high customer satisfaction.

Coordination and timely care are the two main drivers of the medical sector. Managed care for patients needs to be a personalised, protected and truthful affair. In particular, customer relationship management technology influences healthcare in handling patient cases.

The software application synchronises patient case history with all electronic documents. The concerned healthcare professionals have all the access to patient records. Modern solutions for case management and data management enable the medical organisations to meet the compliances, analyse the records, ensure automated alerts and reminders, organise every piece of information centrally and increase the level of trust in mapping patient journeys.

Government organisations are compelled to be on their toes to serve citizens. Statistics by McKinsey suggest that “Capturing the full potential of govern­ment digitisation could free up to $1 trillion annually in economic value worldwide, through improved cost and operational performance.” We have already seen successful initiatives like gov.uk to digitise the administration. It aims to make relevant data accessible from anywhere.

Building citizen community is one of the major moves for government organisations. The digital citizens appreciated the use of online channels and self-service mobile applications. It governs the access to services, information and online payments with ease. On another hand, automating desk operations balances the costs and service delivery.

The fast-moving consumer durable goods industry is always under pressures of fierce competition. It is one of the sectors requiring innovation in every aspect to please the customers. The prime requisite of these organisations is having an efficient complaint handling process.  Otherwise, they are bound to lose the disappointed customers.

Customer service management solution helps the executives to attend all types of complaints. It includes functionalities to send gift cards, trace the issues and address queries. Further, the team can analyse collected data to strategize their marketing plans. Also, customer self-service applications are useful to stay connected with them. Apps are a medium to notify, assist with purchases, register complaints, and carry out surveys for feedback. A company can target them with a personalised approach using branded apps.

Computerising business processes for facilities management is not new. But, its scope is expanded to a much broader sense now. Digitising the facility operations adheres to flexibility and mobility requirements. The immense effect of technology for FM eliminates the use of paper. It reshapes the working processes and data organisation. It coordinates managing moving workforce and assets, reducing repair costs and increasing efficiency.

Workforce management applications simplify task scheduling and dispatch synchronised with the desk administration. It is possible to assign urgent jobs and communicate their concerns. Supervisors can track workers productivity and task progress. FM is also focused on ensuring efficient resource utilisation and increasing asset life. Asset management software channelizes all the sources of information into a single place. The modules regulate inspections, preventive maintenance; trigger proactive actions and data analysis.

Construction industry involves bulk of processes, investments, people and documents. It is one of the sectors that have yet completely embraced technology. But, the benefits have made a profound impact on the decision-makers to consider it. Construction software streamlines project management and governs service contracts in an effective way.

The cloud solution for construction management assists the executives to document contract lifecycle. It manages submittals, transmittals, RFIs and captures change requests from contractors and stakeholders. The software makes it easy to handle projects within given timeline, budget. It provisions staffing the workers on job sites with an effortless ideology. The organisation can assess risk and uphold the standards of service delivery.

Regardless of the industry, every organisation seeks a platform that meets their business process and fiscal limits. We, at iTouchVision, have worked with a mix of companies from different backgrounds. That has helped us to help them face the market challenges with the power of the right customer service management solution. With consistent efforts and continued dedicated tech-support, a company can outgrow itself. Feel free to consult our experts for the best advice!