A single moment of truth: Remote customer satisfaction
Jul 26, 2014
Providing a ‘single moment of truth’ on the status of an installation, for example, or with the progress of a fault repair, aids remote customer satisfaction and peace of mind.
Uniform user experiences, however, have been few and far between where, in the corporate world, conservative attitudes and vested interests appear to have acted as barriers to change, writes Janet Watkin at Ocean82.
Many executives are tasked with driving up productivity and reducing costs to cope with increasing competition (as well as user demands for better value). And they hope that ICT (Information & Communications Technology) will be the catalyst that unlocks the latent demand for speedy, secure and reliable access to relevant information by anyone, anywhere, anytime.
Today the mantra “No network, No cloud” is commonplace. Transformation is under-way to provide users with a unified digital experience to bring agility and flexibility right to the fingertips of business people.
A survey, conducted by Ocean82, with users in multi-national enterprises, shows consistent levels of dissatisfaction with service providers on ‘internal co-ordination’ and ‘ease of doing business.’ Such process failures by service providers causes frustration, impacting network downtime and service continuity, which is what users hate to experience, especially when it is coupled with uncertainty as to when service might be resumed.
In many harsh and remote environmental locations, connectivity itself becomes the top priority and, it is often very costly. In Brazil, we know of service providers laying cables along mine shafts to allow its clients the same level of speed and security as in any major city of the developed world. Such willingness to partner clients, to allow remote connectivity to data VPN services, extends coverage and confers competitive advantage in niche sectors. Others are ‘bolting’ the internet to the data VPN to connect remote business sites on a pay per user basis.