Each phase contributes toward this blueprint’s key deliverable: the Strategic Roadmap.Phase 3: Build a Roadmap to Future State.Phase 1: Define Project and Future State.Use Info-Tech’s methodology to produce an IT strategy for Customer Service:.IT is in a permanent reactive state, only engaged post-purchase to fix issues as they arise and to offer workarounds.Strategic system-related decisions are being made without the inclusion of IT. The relationship between Customer Service and IT is strained.The organization would like to use modern channels and technologies to enhance customer service, but it is unclear whether IT has the infrastructure to support them. ![]() Without a robust IT strategy for enabling remote, contactless points of service, your organization will quickly fall behind. COVID-19 has accelerated ecommerce, rapidly evolving customer expectations about the service they should receive.Senior Research Analyst, Info-Tech Research Group Executive Summary This move necessitates a concrete IT strategy for coordinating what the organization’s future state should look like and agreeing on the technologies and software required to meet this state across the entire organization. Organizations that quickly mature their digital Customer Service will come out the other side of COVID-19 more competitive and with a stronger reputation. Customer patience for poor digital service has only decreased since March 2020, leaving organizations with little to no runway for ramping up their IT strategy. Unfortunately, organizations have no time to waste in resolving these issues. These cracks may include low resolution and high wait times through the contact center, or a lack of analytics that fuel a reactive environment. However, the pandemic also revealed severe cracks in the IT strategy of organizations’ Customer Service – no matter the industry. Your organization needs an IT strategy to meet this demand.Īs the pandemic closed brick-and-mortar stores, the acceleration of ecommerce has cemented Customer Service’s digital future. Analyst Perspective The future of Customer Service is digital. The IT and Customer Service functions are both transformed from a cost center into a competitive advantage.ĭevelop an IT Strategy to Support Customer Service E-commerce is accelerating, and with it, customer expectations for exceptional digital service.Streamlined and optimized Customer Service processes that drive efficiency and improve Customer Service quality are established.The right technology is established to support current and future Customer Service needs.Ensure that technology is implemented with a solid strategy to support the initiative. The more rapidly businesses can launch applications in today’s market, the better positioned they are to improve customer experience and reap the associated benefits.Solve your own problems by enhancing core or “traditional” Customer Service functionality first, and then move on to more ambitious business enabling functionality. ![]() Current state analysis can impede your ability to see future needs and possibilities. When transformation is called for, start with future state visioning.Poor collaboration and execution may strain the relationship further. Pain/Risk: The health of the relationship between IT and Customer Service may determine project viability.Challenge: The extent to which business processes can be mapped down to task-based Level 5 can be challenging depending on the maturity of the organization.The requirements are bundled into logical IT initiatives to be plotted on a roadmap and strategy document. Scope: An ABPM-centric approach is taken to model the desired future state, and retrospectively look into the current state to derive gaps and sequential requirements. ![]() Strategic system-related decisions are being made without the inclusions of IT, and IT is only engaged post-purchase to address integration or issues as they arise.
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