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Article : When Service Is Your Business, Visibility Of Your Customer Information Is Critical

Neil Penny, Product Director at Sunrise Software explains why for Managed Service Providers (MSPs) one Service Desk product never fits all.

When was the last time you set up a mobile phone contract? If it’s been a while, then you may be surprised to know that the options are vast. You choose your phone, work out how many texts you might send, how many calls you might make and how much data you might use. Then, when you think it’s all done, you have to decide on the term of your contract and whether you want device insurance.

Now consider for a second the complexities of providing an effective customer Service Desk to the many thousands of customers who, like you, have their own highly personalised contracts and unique expectations. Complex? Absolutely.

This is an issue not simply confined to telecommunications companies, or to companies servicing retail customers. In these highly competitive times, MSPs (Managed Services Providers) in the B2B and consumer focused technology and telecommunications sectors are required to raise their game. Today, the need is for tailored product and service solutions in order to win and retain business and, of course, for effective customer support and service contracts.



This isn’t vanilla customer service - for the technology or telecommunications customer, it’s complex and it’s personal. If you’re in the MSP sector, then you will know only too well that managing diverse service contracts with attendant customer hierarchies and billing structures is complex. You need to be able to manage multiple Service Level Agreements (SLAs) and back-to-back third party agreements, and you need to be able to correctly catalogue all your products and services, keeping track of entitlements, renewals, credits, penalties and terminations.

There’s no "one size fits all" when it comes to effective support. There are many similarities between companies in the MSP sector, you all need incident management, customer contact details and SLAs. You all need access to technical details, such as product/parts information, service catalogues, and third party supplier contracts. But how you manage this information is quite unique. So too then, are your requirements from a Service Desk product to support this business critical area.

Most MSPs will have looked for software to manage all of this and correctly come to the conclusion that due to the sheer scale of the requirement, there simply isn’t the perfect solution out there. Field service management solutions manage calendars and job allocation very well, but they don’t do the complicated stuff like managing contracts, service catalogues and alerting when penalties are due.

What MSPs really need is a system with an ITIL(R) (Information Technology Infrastructure Library) background from a software vendor that understands their specific requirements and speaks the same language. Not for nothing is ITIL, now in its third iteration globally recognised as the standard by which to manage IT. Given that IT departments within large organisations are effectively acting as an MSP to the business, it makes sense that the solutions they use to manage customer service would be a good basis for a solution suitable for MSPs managing external customers. It is important that the base product is comprehensive enough to deliver all the standard functions with plenty of flexibility to also provide the unique functionality that each MSP requires.

 

Take Endava, for example, a company that delivers full project lifecycles, from application delivery and testing through to support, hosting and managed services for some of the world’s leading companies. This customer list includes pension corporations, who need their IT systems to provide accurate information one hundred percent of the time. There is no room for error. With such critical functions at stake, a failure to meet service level agreements can result in severe penalties.

In such a dynamic environment, the expectations placed on each and every department are high. Delivering an effective service to customers is top of the agenda across the whole company and in particular its Service Management operation.

It’s safe to say that, in the MSP arena, customer service is a key capability that is high on the Board Room agenda. So much so that, in 2012, more US companies were appointing Vice Presidents of Customer Experience than any other role - a notion further substantiated by an Institute of Customer Service report earlier this year, which valued the true cost of bad customer service at a staggering £10.5 billion per year in the UK alone.

While many companies talk about providing great customer service, for organisations providing tech products and service the depths of information required in order to provide a joined up response require a step change in Service Desk software. One company that understands this only too well is Mobile Workforce Management company Cognito. They are in the business of helping organisations to deliver good customer service, so their own customer service team has to be at the top of their game.

The company's solutions enable organisations to deliver consistently superior service at a lower cost by using their SaaS Service Delivery Platform. This is integrated with handheld applications to operate intelligent workflow, scheduling, tracking, parts management and reporting capabilities. It also ensures that their customers’ back-office systems can be updated in real-time. With each customer having a unique solution, this MSP’s customer service team need to have a rich seam of information to hand, as well as all the standard functions required to respond effectively and knowledgeably if they are to ensure that their own customer service experience is a positive one.

In addition to these two examples, we are fortunate to be working with a wide range of MSPs including Callstream, ANS Group, UKN Group and Cobweb. Each has their own unique blend of products and services, and a broad spectrum of customers to support. The one thing that they do have in common though is their absolute need to have all the right technical and often multi-tier service contract information to hand in order to provide effective customer service - whether by phone, email, online or even in the field at a customer site.


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: Monday, March 2, 2015

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2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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