Every touch point with the customer is critical. Whether a phone conversation, bill, marketing piece, website or app the customer experience can have great impact on your organization good or bad. Servicing customers quickly and efficiently can equate to increased revenues and decreased operational expenses. Giving CSR’s the tools to quickly understand the customer relationship, take payments and administer customer accounts is paramount. Allowing customers to self-service their account and answer billing related questions 24/7 gives the customer the flexibility to get things done on their schedule.
Often information needed to serve customers is scattered in disparate systems and databases within an organization making it difficult for companies to quickly respond to customer needs. Aggregating CRM, AR, ERP and other databases into a consolidated view can provide a 360-degree understanding that can greatly improve the relationship.
OBRIEN is experienced in helping companies transform to improve customer service and customer communication driving value across multiple channels.