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The Service Revolution: Future of Customer Service through Cloud

Jimmy Fitzgerald, Vice President, Asia-Pacific & Japan, ServiceNow | June 24, 2016
To resolve the challenges that traditional CRM faces, collaboration and coordination between the various arms of the organisation is key.

2.      No more leaky boats

Customer service can function less like bailing water out of a leaky boat to prevent it from sinking, and focus more on plugging the holes to fix it for good. Instead of constantly reacting to incoming queries, organisations can use the insights from the software to figure out why these customers need help in the first place, and nip problems in the bud.

3.      Be proactive, not reactive

The coordination and collaboration that a cloud-based system lets organisations track and visualise the operational health of products and services in their customer base. Customer service and the other areas of the organisation can get crucial intelligence that traditional systems lack, mined from the platform through surveys and data analytics. This equips organisations to take corrective and preventive action to prevent reoccurrence. 

4.      Engage your customers how, and when they want

A self-service portal allows management of information, access to contextual knowledge and participation in social Q&A. This eliminates recurring work by automating common requests into a service catalog that can be shared, for instance; customers can then seek support through multiple channels - web, phone, SMS, email or video chat.

5.      Remove dependencies on outdated technology

A cloud-based service model harnessed the power of automation and integration, allowing organisations to operate faster and more efficiently. One of the key ways it does this is by removing dependencies on technologies like email and spreadsheets, which are cumbersome and becoming obsolete given the advances that service management is seeing today - driving employees to work smart, and not just hard.

All in all, the fundamental mandate of customer is to ensure a great experience for customers. By employing the enterprise cloud solution, companies not only tackle ostensible issues such as tracking the progress of a query in the system, or gathering intelligence concerning customer satisfaction scores. Ultimately, by empowering employees with smart infrastructure, we will drive an enduring culture of productivity and innovation within our organisations.


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