Leverage technology to improve customer service and loyalty
Customer service is an important ingredient of the marketing mix. High quality customer service helps retain customers, thereby creating customer loyalty. While companies do understand the importance of customer service, they struggle to offer an experience that meets their customers’ expectations, at a reasonable cost.
Organizations are therefore leveraging IT to better handle customer service in an efficient and cost-effective way. With data management, analytics and insight-driven marketing, companies can improve their customer care systems by anticipating customer needs and tailoring business processes to serve customers, thus improving the efficiency of the business.
Here are some examples of how our clients have benefitted from leveraging IT to craft a good service experience and engage in a winning service relationship with customers:
Mortgage company gains better control over loan application process, thus improving efficiency and ensuring quicker responses to customer requests.
Leelo delivers 30 per cent boost in customer interactions.
Banco Espirito Santo delivers better value to customers across the world.
Al Hilal Bank enables rapid deployment of products, services and processes.
Elevations Credit Union reduces cycle times in the mortgage process by 80 per cent and increases members by 13 per cent.
Latin American insurance company improves speed-to-market and customer interaction with IBM Operational Decision Management (ODM)
Chinese Insurance Company (CIC) improves sales and services and reduces time-to-market and new product launch by 75 per cent.
Versicherungskammer Bayern (VKB) improves speed-to-market by 50 per cent and manual processing by 80 per cent.
Healthcare and Life Sciences
Presbyterian Healthcare Services uses IBM Blueworks Live to make employees 12 times more productive.
Smart Transport Research Center reduces urban roadway congestion by predicting traffic conditions and providing real-time access to travel information.
City of Dubuque alerts citizens to water waste, increases water leak detection and encourages water conservation.
Knoxville Utilities Board delivers better service through IBM WebSphere Portal solution and SOA strategy.