Read how self service technology and workflow can turn your end users into your greatest advocates – and save businesses time and money in the process.
When people have questions, they want answers – fast. If you don’t get back to them, they either: suffer in silence, make their irritation plain, or give what could’ve been a plum opportunity to someone else.
Think about the recruitment firm that didn’t get back to you on that so-called hot position. The letting agent that failed to send you renewal information on your tenants until the very last minute. The HR manager who didn’t report back immediately on your application for a salary raise or extension to your maternity leave.
Businesses don’t intentionally set out to treat customers this way. Not keeping customers in the loop comes to that same old thing: a lack of time or resources. We can’t honestly expect our HR teams to send individual replies to a company with hundreds of employees, or for a recruitment agency to email updates to thousands of applicants. We can’t afford to throw more manpower at the problem. But what companies can do is empower customers to locate the information themselves. And that’s where self-service comes in.
Giving people what they want
Self-service is a broad term describing the process of giving customers – whether that’s employees or consumers – what they want. Through the use of technology, such as a business process management platform, businesses can connect all the parts in a process: documents, data, information entered on social media platforms – and make it accessible in such a way that the end users can administer and manage the information to get the answer they want.
Utilising workflows, self service becomes an interactive and dynamic entity allowing for information and documents to be shifted from customer to agent, agent to approver and back to client – all from within one secure online portal, accessed in one swift tap from the desktop or mobile device.
This is a win-win for customers because:
- Answers can be found anytime, anywhere online – no need to send an email or make a phone call.
- They always know what’s going on: workflow, combined with automation,enables template answers (e.g. “thank you for your application – successful applications will be contacted by January 1st’) to be delivered via SMS to to large volumes of people, increasing engagement and enhancing a company’s professional reputation
- Enquiries can be made into a single entry point, designed to make the outcome quick and easy for the person reviewing it
- Information is more visible: customers (employees and suppliers) can access password-protected, consistent and up-to-date information from a single and easy to use hub – from marketing brochures and sales sheets to internal policy documents and customer contracts.
This helps businesses because:
- Less time is spent reviewing and responding to enquiries
- Less money is spent updating and reviewing data that the customer/employ can administer themselves.
Overall benefits of self-service include:
- Easier access to information
- Better communication with clients and staff
- Increase in data accuracy
- Less time spent emailing, phone calls, etc
- Increase in internal governance
From HR to insurance, media agencies to construction: anyone with clients to manage can benefit from self-service. Today, over 1000 users at insurance group Willis Towers Watson use the LEAP platform to manage the end-to-end policy management process.
Using LEAP, your staff can access key information through a single secure portal, instigate the flow of data and documents around the business, notify people when tasks need to be done and empower end users to update and record information anytime, anywhere. It can even integrate with your existing systems such as CRM. Find out more about LEAP.