Bad customer service, what's the true cost?
ERP Assistance Ltd
Leading consultancy providing end-to-end assistance on implementation of Enterprise Resource Planning (ERP) solutions
Poor customer service is costing UK businesses ￡11.4bn a month in lost productivity according to research in 2023, with employees averaging one day a week dealing with problems.? So why can’t we get it right?
More so since the Covid lockdown, business budgets are stretched and one area where many companies have scaled down is customer service.? By cutting employee numbers, increasing deadlines for complaint resolutions, as well as introducing what are meant to be helpful website ‘chatbots’.
But despite all the above, if an organisation already had a robust ERP platform behind the scenes, this could really help to eradicate some if not all these issues.? All ERP/CRM software programmes have customer service modules.? These assist in sales order processing, customer relationship management, goods distribution as well as all financial elements.? By having a robust system for all these areas, it allows for effective sales forecasting, revenue management as well as real time data to identify customer buying trends and dealing with customer queries effectively and efficiently.?
Ever since the pandemic, it has become even more significant for customers to have access to online ordering.? ERP systems facilitate this.? Online ordering is linked to a business’ live inventory and allows for customers to order 24/7 whilst reducing pressures on account managers, call centre teams etc.?
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In summary, customer service is vast.? It is not just the face to face or telephone interaction between one of your team and the customer.? It is providing the customer with flexibility, quality, competitive prices, and efficient delivery.? When a business decides to implement a new ERP system, customer service is probably not at the forefront of their priority list.? The main reason for a business to make such a significant investment is normally to improve profitability.? But as highlighted above, the implementation of ERP within an organisation can and does have such a positive ripple effect right through to customer service delivery.
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