Customer service activities touch every department of your company.
It’s generally accepted that it costs 10 times more to win a new customer than to keep an existing one. Winning customers and then keeping them loyal are critical business requirements. But what keeps customers loyal? As is usual with such questions, the answer is: many things. Price, quality, availability, previous relationship and even just the inertia of staying with a company they’ve dealt with for some time all play a part, though customer service is a decisive factor.
The multi-departmental distraction to successful customer service correlates with information access. When needed information isn’t readily available to everyone involved in your customers’ account success, loyalty erodes.
The IntelliChief Paperless Customer Service paper demonstrates how automating information capture, management and workflow of customer service processes successfully engages your staff companywide with each of your customers, validating and updating each account’s information and orders documentation with your enterprise resource planning system (ERP). The paper’s available at http://bit.ly/1enzegT.
