We can do everything from our phones these days. Like I said, today’s consumer expects access to the information they need, when they need it. The customer can engage with you 24/7 from any device. ![]() Let’s look at a few ways going paperless improves the customer experience and strengthens customer relationships. Or if they have to call your office during normal business hours to get it. The most detailed information in the world is of little use to your customers if it’s all on paper copies of quotes, work orders, and invoices filed away somewhere in your office. How Going Paperless Improves Customer Experience ![]() He needs details now and he can’t wait to call your office tomorrow morning when your first staff person arrives at 8 am. He finally gets some desk time – at 9 pm, and wants an update on the work that was performed by your techs earlier that day. Imagine a facility manager or building owner who has been running between meetings all day. Your customers’ expectations are similar when it comes to engaging with you. (You can thank companies like Netflix and Amazon for this on-demand mentality.) Remember when you used to have to watch the local news to get the weather forecast? Or better yet, when the Weather Channel made everyone’s lives a little bit better when they brought us weather every ten minutes through their segment local on the 8s ? Today, you just open your favorite weather app on your phone, or, if you’re like my 5 year old, you just ask Alexa. In short, they expect access to the information they want, when they want it. If you focus solely on the administrative efficiencies, you’ll miss the bigger picture – the opportunity to improve the customer experience and drive scalable growth. Going paperless necessarily means capturing, organizing and communicating that information in a more effective way that meets (and hopefully exceeds) your customers’ expectations. ![]() However, these same companies find that moving the information online is worth every bit of additional effort when the ultimate goal is to make your customers’ lives easier. Pencil whipping paperwork is just faster. But once companies start making the transition, we usually hear that it takes their techs longer to fill out a form on a tablet or their phone than it did on paper. Going paperless definitely results in these and other improvements in administrative efficiency. They want to send invoices faster, save money on postage, and reduce tech phone time. When we talk to commercial service contracting companies about going paperless, the conversation usually starts with how they envision paperless processes will benefit their back offices by saving time and money.
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