In our current business world, largely digital by now, fast, error-free service is a must. Customers expect immediate answers to their questions and quick solutions to their problems. Unfortunately, many companies struggle with an invisible enemy: poor information management. When employees cannot find the right customer information or the most recent document within seconds, customer satisfaction is at risk. Long searches for information lead to slow responses, sometimes to incorrect answers, and most definitely to unnecessary frustration - internally, but also with the customer. This can cause customers to decide to switch to a competitor that does have its information flows in order.
Many organizations underestimate the impact of their information management problems. This is unfortunate to say the least, because the implications can be quite dramatic. Consider the following list of possible consequences of poor information management:
To avoid these problems, your organization must create a well-thought-out information management plan. To create such a plan, you must go through at least the following three phases:
Good customer service, an important prerequisite for a high customer satisfaction score, starts with a well-organized internal information management system. Companies that have their information management in order respond faster, make fewer mistakes and thus increase both their productivity and customer loyalty. Want to increase customer satisfaction with your service or product? Then start with the basics: more efficient information management.