From tension to tranquillity
Technology isn’t just about solving today’s business problems, it’s about spotting those lingering on the horizon
Ever feel like you are chasing your tail?
It’s your regular morning commute. You’re standing at the train station and you receive an email – there is a pressing customer complaint that needs to be resolved immediately. You spring into action, but you’re so busy trying to fix it, you might be missing the larger issue: Putting out one fire only for another identical one to appear tomorrow.
Solving the customer complaint – fast
First let’s solve the problem at hand, then we can worry about the future. So it’s back to that train station platform and the tools you need in order to solve any customer complaint that might appear at 8:21 on a Tuesday morning.
To start, whatever device is in your hands at that precise moment, it needs to be running the full suite of apps that you have in your office, and that includes constantly updated versions of all your documents. Add to that the ability to plan and hold meetings with colleagues around the world, share documents where necessary, plus control and restrict access to who sees sensitive data. Oh, and being able to locate files easily without having to remember titles or where they are stored.
In short, you need to be able to bring your team and your data together and take swift action, all while standing on Platform 3.
Unlocking the full power of the Office 365 features is a major step towards achieving this – from Skype for Business to Delve, a more personal Office 365 tailored to your working habits enables you to remain agile and respond quickly to any customer complaint.
Problem solved. Exhale. But what about tomorrow, next week, next month?
Anticipating tomorrow’s challenges
How many times have you resolved a customer complaint only for something very similar, perhaps identical, to come up with another customer at a later time? There’s a solution for this: Prediction.
Next time you’re pulling together an emergency team meeting and sharing documents, let Power BI (running in Office 365) create ‘themes’ around particular complaints, finding patterns and generating early alerts for similar issues in the future. It gives you a much more rounded view of the kinds of customer issues coming in, and how best to deal with them.
Both today and tomorrow.
