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Customer Service A Growing Priority, Study Says
InformationWeek
Implementation costs for customer-service systems range from
$5,000 to $1 million, with 25% of the costs going to
software, 24% to services, and 23% to hardware. Once a
project is completed, respondents said they spent 29% of the
total implementation cost annually on maintaining and re-
integrating the systems around software upgrades. Because
almost 80% of the respondents already have call centers
installed and 61% already use intranet services, the fastest
growth area will be self-enabled Web services, Input
predicts, with almost 40% of the respondents looking to make
that their next customer service project.
The report also examined the correlation between customer
service and ERP implementations, and found that 80% are
custom integrating the two systems and more than half (54%)
are using in-house resources for the integration. Only 40%
of the respondents would prefer to receive a customer
service system from an ERP vendor rather than a traditional
customer-service vendor, such as Remedy or Vantive.
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Insurance Providers: Improving Customer Retention through the Contact Center
Customer experience is a big deal for the insurance industry, and doing it right has never been more critical than now. In fact, Nationwide Insurance found that a 1% increase in customer retention increased annual premiums by $1 million. In order to master providing a consistent – and consistently positive – customer experience, insurance companies must rebuild their contact center operations around the customer. The problem? Desktop complexity in the insurance contact center, which is particularly prevalent in the insurance industry. Some insurance companies have more than 20 applications and tools on the desktop. That means that CSRs, who are supposed to provide quality and timely service to customers on each call, end up navigating through dozens of non-integrated applications. The good news is that implementing a unified desktop in the contact center will help insurers overcome all of the above-mentioned challenges, giving the CSR that fully integrated view of each customer. A unified desktop solution is the quickest and most efficient way to improve customer retention while reducing your cost of operations – it’s the insurance policy you need to keep your customers’ business for years to come.
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