Firm Management
Account Management Customer Service – New Light on Loyalty
The cost is 10 times more to win a new client than to keep an existing one. Once you win them, what maintains their loyalty? The multi-facets of account management client service consistently factor substantially.
Oct. 11, 2017
The cost is 10 times more to win a new client than to keep an existing one. Once you win them, what maintains their loyalty? The multi-facets of account management client service consistently factor substantially.
Effectiveness depends on access to the right client information, all the time. Both in being proactive, and with resolving client issues, accomplishing either often requires accessing information that’s spread across multiple departments and business systems. Your representatives may need to look up order history, locate invoices or statements, verify facts and then, perhaps, email copies to client. If this information is stored in a mix of paper format, unlinked business systems, or on staff’s desktop and mobile devices, it will involve looking through numerous disengaged paper and electronic file storage locations.
That process is prohibitively time consuming and impedes resolving client issues, along with any new business activities. Not having documents readily available can irreparably damage relations and erode loyalty.
There’s new light on loyalty with account management customer service. You can add real-time, dynamically-populating document management capabilities to your enterprise resource planning (ERP) and line of business systems, all linked together with shared information accessible through an enterprise content management (ECM) program. This will give your entire team the ability to immediately view all related documents per client and transaction, along with analysis capability to spot trends of difficulty and opportunity.
Your team can create, capture, manage, archive, retrieve and distribute documentation directly from your current system’s screens. A flexible workflow tool within ECM allows documents to be dynamically routed (internally or remotely) for reviews and approvals in a secure manner, based on your specific business processes.
ECM provides these capabilities via direct business system integration, adding paperless process management directly to all systems throughout your organization.
Consult with an ECM provider to facilitate a transition from your manual document management and workflow to a paperless process management environment. Let them assist you to minimize the time it takes to resolve client issues, improving satisfaction, loyalty and opportunity. It’s a two-way path, both leading in beneficial directions: your client’s contentment, and their commitment to you.