People + Process = Tech
Everyone has their own way of doing things, and the longer you’ve been ingrained in the same behaviors, the more difficult it can become to look across the business. Today, ServiceNow CSM gives business owners and managers a way to document a process flow for their entire organization, to give a holistic and realistic view into operations.
Inconsistency is an important contributing factor in rising customer service costs.
It’s difficult to control costs when everyone has their own process and idea of what success looks like. Employees find shortcuts; different sources of information are referenced; hand-offs are often missed, dropped, or lost; and customer service suffers for it.
For business owners, ensuring employee actions are correct without micromanaging is a difficult task. While some employee shortcuts may become costly, others can be beneficial, but how do you know which processes are the most frequently used, which are the least popular with customers and which are not aligned with other organizations in the company?
Cask has experience in CSM and CX. Our team is composed of not just leaders in implementing proven technology, but with individuals with experience in owning the business problems common in customer service and customer experience.The consultants at Cask have decades of experience running organizations and businesses that provide customer-facing solutions that work. Click To Tweet
Cask will help you identify your critical processes and create a workflow that incorporates consistency. We’ve walked in your shoes – from the business challenges to integrating with existing applications.
Together, we can help your business realize cost-savings, gaining visibility through real-time and trending reports.