Service Excellence - Make your customer service future-proof
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Service excellence is an important differentiator in the technical services, industrial, manufacturing, wholesale and retail sectors. You want to exceed the expectations of your customers, but how can you deliver an exceptional customer experience and ensure that customer enquiries are handled correctly? Or increase the number of first time call resolutions?
Of course, you can achieve the highest quality of service by preventing malfunctions and complaints, it’s all about foresight and predictability.
For example, using smart machine learning and data models, you can set up predictive maintenance and technologies such as CTI links (integration with your switchboard) to give your service representatives instant access to all relevant information when a customer calls.
Artificial Intelligence could be the most important element when it comes to taking your service quality to the next level. Data can pinpoint typical malfunctions, determine complaint patterns and calculate which technician is closest to the customer and how long it will take them to get there. This is what we understand by service excellence today.
Smart devices generate more and more data
Collect, analyse and combine data: this can yield a lot. For example, combine information about faults with weather conditions, so that you can capacity plan for the future, based on weather forecasts.
Always in contact with customer and machine
Equip your assets with sensors. This means that a maintenance engineer need never arrive on a job for nothing, but will always be on time. This also gives companies the opportunity to offer customers other types of maintenance contracts.
Virtual Reality and Augmented Reality
Another trend is that of Augmented Reality and Virtual Reality. Particularly as a result of the challenges in the field of personnel, we see that these technologies are becoming more and more tangible.
Servitisation: from product to service
We also see more and more companies that no longer think in terms of products, but in the provision of a service or availability. We call this 'servitisation'; it means that the value shifts from product to service.