Integration of core customer care processes into a single system lets you achieve the maximum feedback from customers. The business process of the company is a complex set of actions which creates certain benefits or value for clients. Even relatively small business process elements can include multiple stages of interaction with clients. For example, receiving and processing the customers’ orders includes:
- Direct contact with the client and receiving orders;
- Preparing or packaging of ordered goods;
- Planning, loading and delivery of goods.
If all your employees are competent during these stages of interaction, you will achieve the necessary result. That means that the correct product will be delivered to the customer. That’s the only way you can count on a positive customer impression and his future loyalty when choosing between your company and another company. Coordinated work on all points of interaction with the client at all stages of customer care – that’s the basics of qualitative service.
The main fault of today’s companies is the fragmentation of all business processes and the absence of appropriate control. Such an approach leads to the main internal problems of customer care. There is no universal structure in the organization of business processes, since the business is divided into marketing, logistics, finance, production, etc.
With such a state of affairs, the client has to interact with different employees at different stages. Fragmented actions in the workflow with the client results in decreasing flexibility of the company and a growing number of uncontrolled mistakes and related expenses. In the chain of customer interactions, the participants don’t see a united scheme, and that’s the main mistake.
A new system of organization of all business processes within customer care provides another approach – one in which employees, being in charge of resolving the tasks, will be able to see the whole path of interaction with the client. Because they must solve each part of the query, they have to consider the complete process.
Any modern business is a system of interrelating business processes. Competent managing of these customer care processes and continuous work on the optimization and perfection of available processes will guarantee a competitive advantage and company success. The task of an entrepreneur is to focus on the key indicators:
- Costs reduction;
- Work being done ahead of customers’ expectations;
Thus, efforts to optimize different business processes within customer care allow you to bring the company service to a totally new level. By implementing such practices, the company will be perfectly in line with the current challenges of the highly competitive market.