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Article : The Top Three Ways to Drive Growth and ROI in the Services Industry

#contactcenterworld, @sagenamerica

The top three ways to drive growth and ROI in the services industry

By Paul Struthers, EVP & Managing Director of Canada, ‎Sage

What do an accounting firm, an advertising agency and a plumbing company have in common? They all strive to deliver an exceptional customer experience in a highly competitive, client-driven field—the ‘services’ industry. And from supply chain and inventory management issues to customer service and sales, today’s services companies, while seemingly different, face similar challenges when it comes to growing their business.

As the Government of Canada website points out, service industries are a vital part of the Canadian economy—accounting for more than 70 percent of Canada’s GDP. The Service industries sector, which is made up of companies that primarily earn revenue through providing intangible products and services, employed more than 14.5 million people in 2017—up from 14.2 million in 2016.

And with the competitive business landscape in Canada leaving little margin for error, services companies need to be able to seamlessly adapt to the dynamic landscape to stay competitive, meet constantly changing client demands and drive growth.

Yet many of these businesses get stuck on mundane, repetitive tasks that add few benefits to the customer experience. Too often employees are weighed down by tedious administrative tasks that prevent them from giving customers the right attention. This results in unhappy customers, slows down productivity, stifles flexibility and inhibits growth for the business.

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To ensure that they are getting the best value out of the services they are offering, services companies must remove much of the ‘heavy-lifting’ from their day-to-day business processes. Or at least explore solutions that make it easier for employees to focus on the most important thing—serving customers.

Then there’s the issue of regulation and compliance. Many service organisations are required to maintain strict compliance with policies and procedures. Some of these regulations may seem mundane to the untrained eye but failure to comply could lead to severe consequences, including revoked licenses and hefty financial fines.

In today’s competitive business world, service companies need to be flexible and efficient to thrive. Consumer demands and market needs are dynamic. Being able to meet these needs as they evolve, and ensure customer satisfaction, is the differentiator when it comes to customer loyalty.

To drive growth in the services industry, businesses should consider these three key points:

  1. Keep the main thing, the main thing

Above all, businesses must get the basics right. Any services business is about adding value to the customer and that must always be the focus. All the other benefits that come with running a services business are great but losing sight of the customer and failing to prioritise their needs will have adverse results. The customer and their needs must be front and centre. Everything else needs to support that goal.

  1. Keep it simple

Removing the complexity from running a services business can also enable businesses to grow faster and stay agile. With minimal investment and resources, companies will enjoy rich, integrated functionality that supports all of their core business processes. Furthermore, these processes can be easily adapted to fit bespoke business structures, roles and preferences.

  1. Invest in the right solutions

Services businesses must also ensure they are employing the appropriate solutions for the challenges they are facing. Many of the typical challenges faced by services companies often result from inefficient, outdated or siloed technology systems. For example, a company might have outgrown the capacity of its existing business management software, and inefficient legacy systems could be stifling growth potential. This can also lead to a lack of insight into the company’s operations – compromising profitability, competitiveness and growth.

According to a recent Forrester report, service companies can realise up to 197 per cent return on investment (ROI) within five months by implementing effective business management solutions. As well as receiving significant ROI within a short amount of time, services companies also reported strong improvements in financial management, purchasing, services and inventory management, customer service, and sales management.

There are also other, more unquantifiable benefits of effective business management solutions, like easier document management and improved access to business documents. For example, every vendor invoice can be scanned into a document management system with PDFs uploaded and attached to the records. Anyone that needs to see these documents can have access whenever and wherever without having to search physical cabinets. This results in services businesses being able to process transactions and respond to customer enquiries much more efficiently.

Canada is excelling at services, but by streamlining business processes, our service industry can prosper even more. Creating an efficient work environment will do wonders for your services business. Not only can it improve productivity and accelerate growth and ROI, it also enables businesses to focus on keeping the main thing, the main thing—delivering an exceptional customer experience.

#contactcenterworld, @sagenamerica



About Paul Struthers:
Paul Struthers is executive vice president and managing director of Sage Canada. He is responsible for Sage’s overall business in Canada, working alongside Sage’s cherished network of customers, partners, and accountants.

About Sage:
Company LogoSage is a FTSE 100 company in the North East. Even though we've become a global company, we're still rooted in the North East, with our head quarters in Newcastle where around 1,500 of our people work. 6.2 million companies around the world use Sage products and services across 100 countries. We’re a company that lives and breathes business. Not just our own, but our customers’ businesses too. What makes us different is our people and our passionate commitment to doing what’s right for our customers, going the extra mile and exceeding their every expectation. We do this because we care. Because we care about business. Because we want our customers to be successful and to be able to do things the way they want to do them. We live and breathe business. Every day. That’s what we do.
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Today's Tip of the Day - Crazy But True!

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

Published: Tuesday, April 24, 2018

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2020 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

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.
PH: +1 512-872-7565

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

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.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


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.
PH: 877-588-2292


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!
PH: +441617102740

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