The ability of an organization to differentiate themselves from competitors is a key component of standing out among competing companies within their industry. One of the best ways to do this is to overhaul internal technology processes. There are many benefits to doing so, as described in detail below.
The Many Benefits of Overhauling Internal Technology Processes
The list of benefits to overhauling the internal technology processes is almost endless. First and foremost, it improves efficiency. The better technology works for an organization, the better that organization can work. Second, it offers significant cost savings, which can free up funds to find other ways to improve the client and customer experience.
Rebranding can also free up time. This is especially important when you consider that many employees claim the one thing they really need is more time. With this extra time they can better serve both consumers and clients, and they can offer better support for customers as a whole. In short, overhauling these processes allows organizations to focus on what really matters: growing their business.
A Key Example of What We’re Talking About
One of the best brand-supporting technologies that doubles as an integral part of a company’s internal technology process is the client sharing portal SecureDrawer. It helps companies not only strengthen their branding through increased security when sharing sensitive information, but it can also be tailored to fit in with any organization’s colors and branding, to assure that their image is consistent with the customers they serve.
Is Customer Service Overrated? You May Be Surprised
One of the reasons experts give for carefully considering a company’s branding is to improve the overall customer service experience. But is it really that important? You bet it is! A recent CEI study showed that more than 85% of buyers are willing to pay more for a product or service if they get better customer service.
Savvy retailers understand this and are finding unique ways to excel in a wide range of customer service orientated areas, including improving in-store experiences and providing free, simple returns. Technological advancements include the use of digital channels and are resulting in customers having higher expectations. Focusing on the satisfaction of consumers is paying off big for the major retailers.
Give Your Customers a Wide Range of Options
One role of document management software, SecureDrawer, and other similar technologies is to provide consumers with as many options as possible. For example, a DMS application allows users to access documents from anywhere they have an internet connection. Gone are the days when customers must sit by a fax machine and wait for confirmation.
While these technological advances make it easier to make contact with customers, it can also make the customers harder to reach on a personal level. They may only be a click away, but it’s common for consumers to never meet a single person from a business they’re working with. Making customer service a core value, and offering as many technological options possible, gives consumers confidence that they’re dealing with a company that delivers an exceptional experience.
A great example of what we’re talking about is the car-sharing company Zipcar. If their clients report that they’ve been in an accident in a Zipcar, the first thing the representative does is ask the user if they’re in a warm, safe place. This flies in the face of the old adage of taking care of the bottom line first. Consider the impression that every aspect of your rebranding has on a consumers, including how they’ll feel when they:
- See ads, social media pages, newsletters, mailings, and websites the first time
- Walk into your business
- Place an order online or on the phone
- Send a customer service request online
- Sign up for a mailing list
- Call you
- Return for another purchase
If you’re still not convinced that these things make a difference, consider that according to one study more than 50% of customers will recommend a company for great customer service alone.
The Importance of Value-Added Services
Utilizing DMS within your organization and with clients isn’t just a service—it’s a value-added service. What is a value-added service? It’s a non-core technological service that goes beyond the necessary phone calls, voice mails, and emails. It is a service that’s available to customers at little to no cost, and it serves a second purpose beyond its primary one: to promote a company’s business.
When companies add value-added services, they’re much more likely to build strong customer loyalty. There’s no question that value-added services offer a competitive advantage. When organizations utilize the latest technology, their experience is transformed. From giving consumers access to mobile apps, to provide virtual views of products, the ways in which technology can deliver value-added services are endless.