Operational Efficiency Core To Profit Margins For Companies Into Services Business

No, we are not in the board-room to chalk-out optimistic improvement plans and then

forgetting most out of that in an ever busy and demanding work-schedule. We are here to bring in a real change in the way customer service is delivered most efficiently, to the profit of the company and satisfaction of the customers.

Here you go..

1.Build a centralized customer service delivery system and define service processes around that

2.Create an end-to-end communication platform that facilitates real-time information flow amongst everyone responsible for customer service delivery & performance

3.Ensure a readily available and well-distributed knowledge & resource base

4.Ensure a hierarchal customer service management process with clear escalation mechanism

5.Clearly communicate the acceptable performance score against each SLA and KPI to the service manpower at all levels

6.Empower your service force with the right set of tools that facilitates correct & quick resolution of the customer issue

7.Maximize efforts at the back-end to ensure first-time fix to majority of the customers

8.Ensure availability of optimum service inventory and other resources to support customers Just-in-Time

9.Create a professional & reputed network of customer service locations [service partners]

10.Invest in automating/upgrading the service management assets and infrastructure as per the market demands and latest industry trends

11.Keep investing in training and enhancing the service force technical & soft skills

12.Create a mechanism to collect Voice of Customers [VoC] and measure customer satisfaction levels

13.Acknowledge & Reward the field service force on their achievements

14.Enthuse strong relationship building skills amongst all customer facing people

15.Utilize customer service insights and feedbacks to build unique offerings for customer groups and increase opportunities for cross-sell and up-sell

16.Keep analyzing & measuring your current operational efficiency and benchmark it against most efficient customer service providers in your domain

There are volumes to talk about and many more ways to bring in operational efficiency. The best way is to start with very simple, practically feasible and financially viable solutions. Several researches, whitepapers and fact sheets done by the industry experts and veterans clearly show that bringing in operational efficiency by adapting to the right customer service systems and processes can increase profit margins of the company by more than 10-15% without any additional burn to the customers pocket. What more can we think of in these lean industry growth outlooks? Even sales margins are leaner than this!

by: Rakes Kumar

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