In Aberdeen’s Trends in Customer Service 2012: Multi-Channel Edition (November 2012), only 39% of organizations reported that they had been able to drive improvements in customer satisfaction over the previous 12 months. An even lower percentage indicated success in enabling higher rates of loyalty and retention. This is not a recipe for success. Service is
Within today’s competitive environment, where customers are more empowered than ever, organizations are looking to differentiate themselves from the competition and reduce customer churn through improvements in customer satisfaction. A recent Forrester survey found that 86 percent of decision-makers rank their customers’ experience as one of the top strategic priorities, and that 68 percent want
Today’s customer support and IT service organizations are charged with supporting ever-more complex environments that include multiple channels of communication to a seemingly limitless number of devices and systems—all while keeping support costs down. To meet these conflicting demands, service organizations are turning to remote support solutions. But as these remote support systems grow in
Customer service has evolved from a reactive activity viewed largely as a cost center-based tactical necessity, to a proactive management task that can in many ways set a company apart from the competition. At the same time, the channels by which customers receive support are growing and fragmenting very rapidly. The telephone is still the
Finding well-qualified applicants for open positions is vital to your company’s success. But recruiting can be a time-consuming task when a single job opening can generate hundreds of applications and curriculum vitae. Perceptive Content, including document management, imaging and workflow, automates the process, allowing you to find the right people more quickly. And because the
Insurance companies look to managed print services to provide a competitive advantage. For insurers of all kinds, growing the business has become a zero-sum game. Every customer gained by one carrier is a customer lost by another. That’s because virtually every customer who wants insurance coverage and can afford it already holds a policy. To
Customers want their claims settled quickly, easily and accurately. Claims-management workflow solutions empower insurers to do all that and more. Keeping insurance customers satisfied and loyal is no easy task. In fact, research shows that many insurance customers are unsatisfied with their carriers. In auto insurance, for example, one in five customers would consider switching
For insurers, on-boarding new customers has always been a complicated process. New business and underwriting systems that consolidate paper and digital forms, unify records and verify information can help. Deciding whether to cover a new insurance customer is far from simple. Before a decision can be made, insurers must collect, coordinate and review a variety
Automating logistics workflow eliminates paper challenges and empowers employees to accomplish more in less time. Manual logistics processes can be time consuming and inefficient for manufacturers and their most important asset – their people. Missing or incomplete paperwork hampers productivity in busy areas such as receiving docks, delivery departments and other points across the supply
Cummins is the world’s largest independent manufacturer of diesel engines and related products. The company reported 2010 revenue of US$13.2 billion and serves its customers through 550 company-owned and independent distributor facilities and more than 5,000 dealer locations in 200 countries and territories.