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Article : Delivering Great Customer Service – The Challenge For Service Providers

Customer Experience may be the buzzword of the decade but delivering a positive one remains a challenge for many organisations and never more so for Service Providers (SPs) supporting diverse and demanding customers.

We live in an age where customer expectation is high - when we buy something online we expect an instant response. The same when logging a problem online, or requesting a new password - if we don’t get that immediate response we assume that there is an issue. It’s a fact that communicating with customers and keeping them informed, is of paramount importance if you are to deliver the great customer experience that service companies aspire to.


Over Servicing - At Your Cost

The MSP sector knows only too well that when providing technical products and services you need to manage complex and diverse suppliers with different customer contracts to provide a joined up service. Customer service is a key capability that is high on the Board Room agenda - the cost of delivering a poor customer experience is high.

The challenge when running a business is how to provide a great service to your customers profitably. You need to ensure that you do not ‘over service’ the loud customer at the expense of the quieter, more profitable one. Customers vary considerably, and with different Service Level Agreements (SLAs) for different customers, it’s vital that you control your supply chain, manage your third party contracts and liaise with the finance department to make sure accounts are up to date to deliver the best service.

Different Contracts, Multiple Suppliers - A Tricky Balance

Of course, looking after your existing customers is just one part of the story. At the same time you want to expand your business, upgrade current customers as well as manage customer churn and acquire new customers. Managing these challenges effectively or not impacts both cash flow and the bottom line and can make the difference between success and failure.


Keeping The Plates Spinning

So how can you keep in control of all these aspects? Forward thinking SP organisations are adopting a version of the Service Integration and Management (SIAM) Model, or platform approach, whereby they can co-ordinate their supply chain and manage suppliers in a collaborative and effective manner.


A Service Integration And Management
(SIAM) Approach

The key features of an effective Service Integration and Management model are being able to define different service requirements for critical and non-critical services or customers. For an SP, the ultimate benefit is that it ensures that customers experience the right level of service for their particular contract, at the right cost to the business.

A SIAM approach ensures that at the point where service and support are delivered to customers, all related data, contracts, processes and workflows are consolidated into a single service management platform so that the right service levels and actions are invoked. This will include managing the suppliers who issue the hardware to the customer, or authorised partners who carry out repairs off site or at the customers’ premises and even delivery service companies.

The team is responsible and accountable for the integrated services that are being delivered back to the business. The central service team typically acts as a central point coordinating across the multiple suppliers and internal departments, specifying service management processes and procedures to be deployed across the organisation and ensuring that they are followed.


Adopting A Platform Approach To Service Management

The platform approach provides another option to customer service management. In this scenario, diverse departments such as IT Service Desk, HR/Payroll, Customer Service, Facilities, use the same software, tailored to their individual requirements, while being part of an organisation-wide system.

Both SIAM and platform approaches have a focus on a central system that can support workflow, performance and service management, billing and payment. Furthermore both approaches support the idea of collaboration across the enterprise.

Both methodologies support key principles that underline the basis for providing excellent customer service. With integrated systems and workflow, all staff that are in contact with the customer have access to one set of data. Even if the customer needs to be passed onto a different department to book a service call, arrange a delivery or change billing details, they do not need to repeat their information, other than for security reasons.


Consolidation Makes Compelling Business Benefits

From both a customer and Service Desk point of view this data integrity is a major benefit. With access to one central set of data, information can be updated in real-time, which means customer changes and requests are dealt with and confirmed on a single call. On a practical basis, operations are streamlined and the elimination of duplicate handling of data saves considerable time.

With greater visibility (subject to security controls and permissions) data can be viewed organisation-wide – by sales, accounts or operations - rather than residing in numerous silos where it is difficult to access. In addition, audit trails and comprehensive reporting support queries and better informed decision making.


Winning Solutions That Win Customers

With seamless connections between sales, support and accounts, customers are assured of a swift and actionable response. The customer feels loved, that their business is valued and has confidence that the repair/ replacement or changes requested will be actioned.

In addition, with the right information to hand, agents handling customer calls are empowered to act. With the right information, they may be able to offer a disgruntled customer an early upgrade or additional benefits (for example more data) to their contract, thereby retaining a customer who otherwise might have been lost.

Such processes and workflows ensure that key activities are carried out to meet customer delivery expectations or repair timelines ensuring that Service Level Agreements can be adhered to and costly penalties avoided.

However, it’s not just about current customers. A savvy SP can also extend the use of a Service Desk platform to provide a pipeline for new business. A request for help or new product or service can be logged within the system and tracked through to resolution. This enables a company to see what potential new business is coming as well as the likely timescales and then prepare accordingly.

The question is not whether an SP should be focusing on customer experience but how. And with a choice of technology platforms that can support operations and deliver the important metrics and service, now is the time to act.


About Sunrise Software:
Company LogoSunrise was founded in 1994 and is an independent provider of Service Management solutions for internal and external facing IT service operations. In 2003 they launched Sostenuto, a process driven, entirely browser based solution. Their customer base includes blue chip and public sector organisations.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, June 25, 2015

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2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

7.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)
 

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