Building Stronger Customer Relationships through SelfCare
The ability of Service Desks to manage corporate and retail mobile accounts has grown more difficult by the day. Huge year after year Increases in the use of mobile devises -- and the reliance on them to conduct everyday business -- is taxing the ability of customer service personnel to keep pace. Nearly two thirds of employees now spend some of the workday outside the office, a trend that is only expected to grow. But while growth in the segment may be welcomed, the overhead cost of servicing accounts is enormous.
Carrier systems were not developed or intended to take on the complexities of today’s service management environment. The consequences of using legacy technologies to manage modern day problems are painfully evident and reverberate along the entire service chain: Longer inventory and scheduling delays. More errors tracking and recording transactions. And longer customer wait cues -- all of which can lead to account loss and lower Sales and revenue.
Axino’s SelfCare application reverses the drain on staffing and financial resources by eliminating outdated telephone and manual processes and creating a new channel to supercharge your CRM. The application’s automated workflows and tools enable Channel Managers to bypass Customer Service to better manage inventory, scheduling and fulfillment processes — and with far less resources. SelfCare’s automated functionality does the heavy lifting, allowing users to collaborate and share information and view operational status and issues in real time.
As a result, the time and cost it takes to accomplish everything from inventory checks, product deliveries and service and rate updates to vendor scheduling and troubleshooting are significantly reduced. SelfCare and its ‘real time anywhere, anytime’ capabilities also enable users to set up dashboards to view data and essential tasks at any given time. Plus, any changes or updates made to task lists, whether it involves scheduling, new phone plans or something else, are reflected immediately and designated users are alerted to the changes – significantly improving departmental efficiency and transparency.