The idea of a single view into the enterprise has existed for some time as a "holy grail" concept—not just for Customer Service teams, but for IT leaders, and managers looking for big-picture dashboards for better decision-making.
The trouble with realizing this concept has historically been an unreasonable investment in time and treasure to tear-down and rebuild vast enterprise systems. Today's fast-paced mergers and acquisitions activities only compound the technical challenges.
Because our team is 100% focused on Service organizations, we had a slightly different perspective—that has now delivered something of this long-awaited phenomenon. (At least as it impacts complex Customer Service Organizations.)
What does a Unified Service Management Platform look like?
The diagram below outlines how a unified service management platform can begin to provide visibility into customer-relevant data so that your Customer Service organization is equipped for maximum impact and success.
This type of solution can help your team better address all use cases, track and report on the KPIs essential to improved service, and tailor service provision at the individual customer level. This level of connectivity gives service and sales teams a holistic view across the enterprise.
A single view solves myriad problems.
Implementing a Unified Service Management Platform eliminates the need to have duplicate information in multiple systems. Current systems remain the “source of truth” for specific customer data but the integration allows the coherent usage of those sources and functionality across multiple systems.
Direct benefits include improvements such as:
- Support teams that can see the whole customer, not just an individual service/support request. This can have a profound impact on how issues are prioritized and resolved. Furthermore, this data can be used to “prompt” agents or drive workflows and system views.
- Gaining a holistic view of your service operation that can be used to preempt problems, manage hardware expirations, version control, and compliance.
- Providing definitive answers to questions such as: How long does a system outage take to resolve? What number of complaints does it generate? How does the length of a customer relationship relate to the number of support tickets generated? Who creates more tickets—a large or small customer? What is the ROI on our current service spend?
- Better enabling team members to support one another. Improving and speed customer resolution times. Providing management with a holistic view of the service operation to support proactive problem resolution.
Seeing is believing. Ask for proof.
If you are contemplating the value of a Unified Service Management Platform for your team, be sure you are working with a vendor who can back up their claims with case studies in environments like yours.
Vivanto's FLEXBridge™ solution is the key to pulling together disparate "sources of truth" into a single platform designed specifically for CS/CX organizations committed to excellence.
To learn more on about how Vivantio approaches a unified service management platform click here.
Or you can request a live demo here.