Achieving excellence in service delivery is one of the objectives that successful companies constantly pursue. However, ensuring that processes and people are properly coordinated to deliver the best service is not always an easy job, especially if you do not have a good Service Management strategy.
There are many things that Service Management can do for companies, one of the most important is to ensure that workflows are optimized to provide services that make customers happy. Do you want to know how it does it? Read on and find out more.
Optimal Service Delivery: A Primary Goal in Today’s Businesses
Service delivery can normally be defined as a process focused on getting the company to provide internal or external customers with a product or activity that meets one of their needs. However, beyond that, a good service delivery requires the addition of value. The better the delivery, the greater the added value, and therefore higher customer satisfaction.
Market competitiveness has made service delivery an essential component of any business today more than ever. Because with such demanding and volatile users, one of the determining factors that makes an organization stand out from the rest is the quality of its service.
What Makes a Service Delivery optimal?
There are some elements that contribute to the generation of an excellent service delivery, some of the most important are:
A strong service culture
The development of a service culture implies an evolution in the way employees and the company in general perceive what service delivery is.
This new culture demands that the human, rather than the product or technique becomes the center of everything, in order to implement strategies that promote a relationship of services based on the understanding of customer needs.
This also involves creating new standards, redefining processes and setting new standards focused on achieving a superior service delivery system.
Considering that the members of the company are the main ones in charge of producing the services, it is vital to create in them a real commitment.
Constant training and smooth communication flows are some factors that can contribute to the development of more committed employees. As their skills are recognized, and they are provided with an enriching work environment, they will be able to achieve an ever higher level of productivity and motivation.
A service delivered under the highest quality standards is obviously a guarantee of satisfied customers. To achieve this quality, companies must develop products under the best market practices and taking into account customers’ real needs.
The customer is a vital part of the creation and provision of the service. From this point of view is that organizations must create its business strategy. The customer is a co-creditor of the product, it is his perception that determines whether the service is good, whether it meets its objective or whether it needs to be improved.
Basing the strategy on the customer’s experience allows companies to create a culture of continuous improvement; in which evolution and innovation are some pillars that maintain the competitiveness of the business.
What is the role of Service Management?
After reading the previous points, you surely asked yourself: How can I make my company reach them all? Well, it’s simple, through Service Management. Service Management is nothing more than a set of resources, strategies and organizational capabilities whose objective is to provide services that add value to customers.
To achieve this, Service Management makes organizations implement a life cycle approach that includes design; quality testing and all other necessary processes leading to actual service delivery. Service Management optimizes service delivery because:
#1 Helps evaluate customer needs and behavior
It is quite diffcult for a company to devote itself to satisfying the needs of an entire population. Especially taking into account that each user is different and that the notion of client can vary, ie by using this term we can refer to both an individual and another organization.
Taking this into account, Service Management promotes the evaluation of customer needs and behavior; usually with the help of a technological tool. The objective is to achieve an adequate segmentation that helps to define services aligned with the business; in accordance with the client’s needs and that provide real value.
#2 Demands constant monitoring of delivery performance
It is not enough to believe that a service is good. You have to prove it. In order to do this; it is necessary to monitor both the performance of the company’s activities and the perception of the client. Numbers are an excellent ally when it comes to knowing customer’s level of satisfaction; if the product is being delivered on time, or if the organizations needs to make some changes in the service life cycle.
In the case of the last point, monitoring also helps to determine whether employees carry out processes correctly; and if not, to create new strategies that optimize workflow and encourage continuous improvement.
#3 Empowers process automation
Service delivery demands the execution of an enormous amount of tasks and processes; many of which become repetitive and tedious. Performing these repetitive tasks often decreases the productivity, accuracy and motivation of company members.
To solve this, Service Management encourages the use of solutions that automate processes; to give employees the opportunity to concentrate on more complex activities that demand more creativity from them.
In this way it gives way to innovation, giving employees greater freedom to generate fresh and profitable ideas for the business. And that’s not all, the integration of tools improve the way in which tickets are created, reports are made and in general how the members involved communicate. This translates into happier and more committed employees.
Do you want to find the best Service Management tools? We have what you are looking for. At GB Advisors we offer you the best software solutions and quality advice from a team of highly trained professionals. Contact us and start optimizing the performance of your business.