A company's reputation is not governed by the media or research organizations, but by your customers - who are now also your end-users.
This is unprecedented and all aspects of any organization must adapt to it, now.
Highly respected analysts (eg, Gartner Research) have described this as highlighting the need for organizations to rapidly transform their CRM into SCRM - Social Customer Relationship Management - in recognition of the impact of brands, companies, products, services, etc being discussed real-time via (eg) Twitter, Facebook, etc.
To do so you must first understand the real experience of your end-users - how are your systems and services performing and delivering the end-to-end process as an experience by the end-user? Regardless of their location or time zone.
An organization's web presence is no longer simply an online brochure and contact form. It is becoming increasingly dynamic and interactive, complementing an organization's online presence in other forms.
Your online world performance needs to be understood as if it were any other service or application in your traditional IT landscape. Customers and clients are also your end-users.
|LEFT: The clear, graphical design enables you to quickly assimilate the status of all your services, enabling informed, proactive and positive dialogue with your customers/end-users.|
When customers/clients contact your service-desk or help-desk, your staff need to be fully informed regarding the performance of your systems and services. Servicetrace enables you to better serve your end-users - internally and externally.
- Prepare for the adoption of Social CRM
- Ensure your staff are fully-informed to deliver the very best customer experience
- Enable customer services to better collaborate with IT and CxOs
- Improve the efficiency of customer engagements - minimize wasted time
- Understand all aspects of how your customers and clients interact with the business - as end-users of the end-to-end process