Businesses today operate in a hyper-competitive atmosphere, propelled by constantly evolving digital technologies. Engagement levels between customers and businesses are undergoing paradigm shifts; customers’ expectations and attitudes are placing tall demands on customer service and service delivery management.
Survey findings suggest 90% of US organizations view customer service as the factor in deciding whether to do business with a company. It is interesting to note that 89% of consumers are more likely to make a second purchase (from a company) after the first positive customer service experience. Managing quality customer service delivery is essential.
To run a successful service-providing organization and ensure effective service delivery, it is essential to constantly deliver customer-centric service. Loopholes-free service delivery management models and their flawless execution are key in managing quality customer service delivery in an uber-competitive market.
Effective service delivery consists of:
Let us take the example of how Columbus, an experienced IT services and digital transformation consultancy, does this. The company appoints a dedicated, single point-of-contact service delivery manager for each of its customers, who is responsible for handling that customer’s –
Other crucial responsibilities include:
Continuing with Columbus’ example, the company’s service delivery managers implement this for each of its ColumbusCare customers by conducting three types of governance meetings. The aim is to regularly inform every customer about how Columbus is performing on meeting its obligations whilst managing effective service delivery
A detailed account of each governance meeting is as follows:
I. Strategic governance meeting, which includes:
II. Tactical governance meeting, which includes:
III. Operational governance meeting, which includes:
ColumbusCare service delivery managers provide customers exclusive access to a personalized ServiceNow portal that allows them to check the status of service requests and incident cases.
Conclusion
Customer satisfaction is the deciding factor for companies focused on growth. A crucial element in delivering this satisfaction is making sure customers are content through regular customer satisfaction evaluations. Based on the received feedback, service delivery managers must be able to adjust the service delivery process to ensure that it is more seamless and hiccups-free. To know more, write to us at us-marketing@columbusglobal.com.