Service

Data Integration means Business Elevation

Boardrooms have been abuzz with ‘Data lakes’ and other digital transformation terms for years now, their lustre fading over time as organisations fail to achieve their lofty aspirations with the technology. However, with increasing tech savviness these tools are quickly becoming realistic competitive advantages in the service industry. Integrated systems that manage and track customer data are enabling service providers to respond to consumer demand much more quickly than competitors struggling with various unwieldy systems to complete the same task.

Service providers of the future will use entirely integrated data pools to provide an up-to-date, fully complete picture of their customers. Achieving such a feat requires significant investment and project management talent but failing to do so means losing your loyal customers to more agile rivals.

The future is data – are you ready to integrate?

The Magic of Predictive Analytics

In an age of instant gratification, now more than ever consumers expect and frankly demand speed and efficiency in their transactions. Organisations are now going beyond simple quick transactions, anticipating consumer demand before it even arises. Is it magic? Of course not.

By utilizing artificial intelligence and predictive analysis, digitally advanced service providers can profile their customer base to develop new and innovative ways to match their needs and tailor their product offering to achieve the highest likelihood of sales and satisfaction.

To remain competitive in the modern market, service providers cannot rely on traditional standards of quality service, they must now look to leverage the data they capture to make smart decisions about consumer behaviour, mitigate potential frustrations and make the first move to stay ahead of the competition.

Digital Excellence

As hyper-competitive international markets expand and online transactions become the priority for consumers, it is more critical than ever for organisations to achieve operational excellence in order to protect their margins. The digital transformation of operations enables companies to manage their resourcing strategies more accurately than ever before, reducing waste and optimising material usage to get the highest possible return.

The latest technologies to enhance operations are highly specialised, and companies must invest today in their people as well as their systems to get the greatest benefit from these tools.

The Right Man (Or Machine) For the Job

It has long been accepted that the cost of human capital will always be significant in service-based companies due to the requirements of staffing in shops and contact centres, but is this true? Harnessing modern technology enables service-providers to streamline their customer journeys, with alternatives to humans such as AI bots becoming increasingly effective through the application of machine learning techniques.

Equally, constantly advancing technology presents new opportunities for growth and development of expertise among teams, creating development paths to retain skilled employees in the long-term.

To remain competitive, service-providers need to leverage advanced predictive tools to manage demand, while taking full advantage of advanced computing technologies to reduce customer contact and improve self-service, all the while upskilling employees to create a powerhouse team of the future.

Do you have all the tools, people and skills you need to deliver a new-age customer service strategy?