Gary Jones, Head of Sales at Service Geeni, talks about how service management software needs to be more responsive and holistic to meet the expectations of modern customers.

Customer experience is becoming increasingly important. We all use smart devices and cloud technology to make our personal lives more manageable, so it’s natural that we’d want the same level of ease in our business interactions.

But meeting evolving customer expectations remains a challenge for many service driven companies, with poor communication and insufficient technology straining vendor-buyer relationships.

Cloud-based service management software provides the answer to this challenge.

Harnessing the power of data It sounds simple but the more you know about the people you serve, the easier it is to give them what they want. Everyone has their own unique requirements, so providing a one-size-fits-all service can lead to frustration. With the latest service management software, it’s possible to use data to glean a deeper insight into each customer’s needs, and tailor your service accordingly.

“Customers want a resolution as

rapidly as possible – often before they pick up the phone and talk to you.”

Furthermore, service management software allows mobile workers and back office staff to share information, in real time. So your front-line staff always have access to everything they need to do their jobs. This means tasks are finished sooner, and customers enjoy a better standard of experience. Nobody wants to wait a long time for support to arrive and multiple visits to fix one issue won’t impress anyone.

Service management software also keeps your customers updated, with alerts and customised dashboards. Because everyone has access to the same data, customers don’t get frustrated by having to share their information more than once.

Automation leads to a personal customer service Automation is providing real benefits to customers.


For example, response time is crucial when it comes to customer satisfaction levels. Customers want a resolution as rapidly as possible – often before they pick up the phone and talk to you.

The number of calls received by support centres can make excellent customer service difficult; particularly for non-routine calls. As such, implementing automated assistance is becoming increasingly popular.

By removing first-response responsibilities and mundane tasks, your service team can focus on providing a more bespoke service to resolve more complex issues; allowing you to create a more personalised customer experience.

Become more efficient By automating processes - and making it easy to simplify and streamline - service management software also helps your mobile workers become more productive.

For example, effective job planning is vital. By generating the ideal schedule based on job, geography, priority and customer, service management software can help you to increase your efficiency, optimise your workforce, and boost your sales. From planned work to critical fixes and reactive work, everything is optimised for you. So, your mobile workforce spends less time on the road and gets to your customers faster; with the right information and tools needed to do the job.

Moreover, no matter where your employees are, they can fill in automated forms using any mobile device with this information automatically synced with your back office systems.

With service management software, you also get access to valuable data and insights that let you keep track of your expenditure in real time. Not only can this help you to become more profitable, but you can also pass these savings on to your customers; generating loyalty and repeat business.

Today’s service management technology is an enabler that has put the customer at the very heart of their interactions with your business. Businesses that are not yet using software to boost customer satisfaction are likely to be left behind.

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