How IT Solutions and Service Providers Help Their Customers
For years, IT solution providers have been touting how a company can benefit financially from software-as-a-service and other IT software solutions.Lists twelve advantages that include reducing expenditures, mitigating risk and simplifing upgrades. It’s easy to see how companies can benefit from these IT solutions. However, are these IT solution services just reducing costs to the company or are they truly providing better value to customers?
Yes, making a company run more efficiently can have a positive impact on customer relationships. In an example case study, a Ukrainian bank leveraged a customer relationship management IT solution to better serve customers. Not only did this solution reduce costs, but it also enabled the bank to serve more customers and even maintain better relationships with its existing customers. The bank provides an excellent example of how IT solutions and services can improve customer satisfaction.
Increased Customer Service Capacity
No one enjoys waiting in lines at the bank to withdraw funds. With 6000 branch offices and over a hundred thousand customers, Oschadbank had to be able to serve as many people as quickly as possible. To address these needs, the bank deployed an IT solution that enabled customers to deposit funds through multiple channels. One addition was a call center that could handle up to 200 simultaneous lines. Another was an online portal that allowed customers to deposit their funds. The case study sums up how effective this solution was. “In…the system’s first 24 days, Oschadbank operators served 117 thousand depositors, not including 30 thousand clients who used the self-service feature on the web portal. “
Why should this IT solution make bank customers happy?
- They faced a reduced waiting time at the call center because a large portion of them used the online portal.
- Customers were given the power to conduct their transactions online without the help of a call center representative.
Easier Customer Appointment Scheduling
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Inc. reports that many companies are still relying on pen and paper to schedule appointments. This can be time-consuming and prone to error. It’s easy to lose a paper notebook or use the wrong system to take notes. With an IT software solution, scheduling is dramatically improved because it can be integrated with other systems.
IT solutions can alleviate the burdensome task of scheduling by giving call center agents insight into the appointment process. The customer relationship management tool deployed at Oschadbank allowed call center employees to prepare non-conflicting work schedules across 450 branch offices. 1750 tellers were organized and assigned appointments through this system. While non-conflicting schedules may seem like a major benefit to the company, it also benefits customers.
Scheduling appointments can be troublesome for customers as well. They may have to leave work for a noon appointment or get to work late after an early appointment. Waiting at the bank for a scheduled appointment does not make customers happy. They want to be in and out quickly. Non-conflicting scheduling through an IT provider helps enable seamless scheduling. This IT solution also helped customers remember their appointments through personalized SMS and email messaging.
In short, the IT software helped customers by:
- Making sure that a teller would be ready to serve them at the appointed time.
- Sending reminders about the appointment so that the customer wouldn’t forget it during a busy day.
Improved Customer Relationships
When a customer calls about a recurring issue, IT solutions and services can help call center reps to resolve it faster. In the Oschadbank deployment, the customer’s information was automatically called up for the call center rep by matching the phone number with the customer’s information. Any customer issues would be immediately displayed so the rep could take action to resolve them. Manual searches for customer information, which take time, are no longer required.
Customers benefit from IT solutions through faster response times to issues. Call center reps have immediate access to their information, so customers don’t have to wait while they “look it up.” Some IT solution deployments also offer integration of different methods of resolving issues. For example, a customer can ask about an issue through a web portal or the company’s Facebook page. The IT software routes these inquiries to the right rep and provides the information they need to resolve the issue. Customers are more likely to get their needs addressed quickly with appropriate IT software in place.