Digital Transformation Blog 06: Agile Customer Excellence
When Apple released the first iPhone ten years ago it set into motion a cycle of innovation and transformation that has touched nearly every business in the world in some way or another.
Apple disrupted the market not because their phone could make calls better than their competitors but because it put computing power in the palm of your hand. The size and scope of the opportunities the mobile revolution has created for businesses is hard to overstate. Perhaps the greatest impact of all is the way mobile devices have created - and continues to create - new opportunities for businesses to connect with their customers.
Today, mobile is quickly becoming the remote control for our lives. For businesses, it’s the hub of interactions across digital channels and physical locations, and it paves the way for more and better customer experiences in both the real and virtual worlds.
In this time organisations have realised that having a mobile workforce provides them with business agility; having access to company information and data at any time or location provides them with the ability to respond even faster to their customer needs – it provided competitive advantage.
In many sectors today, at a time of high employment, skill shortages and recruitment have become operational pain points to be endured. There are many solutions such as staff development and apprentice schemes but one answer to the problem is to recruit employees that want to work remotely from the HQ at different locations and provide them with the mobility tools that place these employees ‘virtually’ in the office.
We agree with Harvard Business Review when they say to thrive in this new landscape, brands must understand that ‘mobile’ no longer means just ‘smartphone apps’ as we should not underestimate the role of mobile messaging.
According to analyst firm Forrester, up to 75% of the interactions consumers have with mobile phones are ‘micro-moments’ - a mobile moment that delivers information through only a glance to let the consumer either process or act on it immediately.
Furthermore, this mobile messaging, with context and time, has a chance to rival the home screen as the go-to place for interaction.
Today customers demand fast response and customer service excellence (CX). With more and more business applications moving to mobile, front line staff can access the information they need to respond from any location. Contact centre and helpdesk team leaders can monitor performance and manage queues to optimise service levels on the fly.
As an example, Oak Innovation’s PatientConnect application integrates telephony with clinical record systems. When a call arrives, front line staff are presented with demographic information to assist with caller verification. This approach also simplifies identification and capture of new numbers. Accurate mobile contact information drives text reminders to reduce DNA’s (Did Not Arrive for an appointment) and reduces the cost of patient communications. For example, surgeries are able to migrate from letters in the post to text reminders for immunisation programmes.
Mobility is an inevitable part of consumer and business life, and companies must be willing to embrace business mobility and learn to harness its power to be competitive and successful.
Oak Innovation is a long-established software house focused on communication management applications. We work with business communication providers and technology partners to deliver recording, reporting and integration solutions designed to increase operational efficiency, support compliance and deliver an exceptional customer experience. We combine technical know-how and creativity to provide solutions that are easy to use and fit with existing IT frameworks.
Our vertical market focus enables us to create unique solutions for a wide range of industry sectors including healthcare, education, finance, recruitment and hospitality. Our team of U.K based software developers are on hand to support unique transformation projects.