Filed under: Intranets
Customer service is increasingly a point of contention for businesses that have barely differentiated products: banks, insurance firms, mobile and internet providers and many, many more. How well, or how poorly, an organisation acts on customer data and information can have a measurable effect on the business.
The intranet can be an excellent platform for hosting data and facilitating discussion on customer service insights, experiences and performance. Here are three examples.
Acting on sales data at Omron Europe
Omron Europe was a winner in the 2010 Intranet Innovation Awards. Its winning entry was the ‘Customer Ordering Indicator’ (COI) — a small, powerful utility that allows sales teams to keep track of client transactions throughout the business. The COI alerts relevant account managers each time their client attempts to purchase through another business division, has ordered a new product line and so on. Sales data, and corporate performance data, is presented right on the user’s homepage, allowing them at-a-glance information that’s absolutely critical to their own business performance.
[December one-pager by Alex Manchester, read the full article]