Service Management, what is it?
Service Management aims to supply standardized and qualitatively measurable services to your company and its customers. It combines governance systems, processes, and resources to design, adapt and deliver quality services to your internal or external stakeholders.
Service Management focuses on supplying value to the customer and the overall customer relationship. These services allow customers to do business with your company or business unit without worrying about the underlying technology or resources required to achieve their desired outcome. For a comprehensive overview of Service Management’s key elements, we found the linked UC SANTA CRUZ article of great help.
Service Management Example
As mentioned above, Service Management aims to improve a company’s customer service processes and ensure successful delivery. Let’s have a look at an easy example to drive this definition home.
Let’s look at a generic customer complaint process of a customer who may not be experiencing a suitable delivery of a service or product they may have with your company. Service Management allows you to plan a more suitable response to such complaints that might often occur. The basic premise of the service in question is to ensure that the customer’s concern is addressed timeously and results in the customer being satisfied with the transaction.
As the organization providing the support service, you should have a defined process in place to guarantee that the event is properly logged and that enough information from the complaining consumer is recorded. The issue must then be classified and distributed to the appropriate resource for further investigation or remediation. When dealing with service requests or incidents, Service Management’s responsibility is to help avoid service faults or wasteful processes.
By decreasing the need for consumers to contact the services department in the first place, initiative-taking Service Management within the business can help reduce customer service requests. Proactive training and effective communication of service management deliverables and standards are used to accomplish this. When service management isn’t up to par, businesses are more likely to suffer the consequences of poor service management and unnecessary process errors.
Always remember that a poor customer service experience can deter customers from returning and, in the end, drive them away.
In conclusion, using a service management framework helps deliver and standardize service delivery within the organization, improving customer experiences while reducing cost and complexity.
Customer Service, what is it?
Now, where does customer service fit into Service Management?
Customer service is critical for customer loyalty. The successful delivery thereof guarantees customer satisfaction. Customer service is an act of supporting customers in the enablement and support of your products or services. The main goal of proactive customer service is to encourage lasting customer relationships.
Customer service is not just about talking to customers on the phone or replying to their email queries. It includes all the aspects of coordinating the interactions a company has with its customers.
Excellent customer service is the result of providing your services in a specific and organized manner, which can be accomplished through the Service Management framework. The use of Service Management technology aids in the standardization and delivery of these procedures consistently and efficiently.
Using a no-code tool to dynamically alter your process flows significantly reduces the time it takes to adjust and launch service. Thus, through the application of technology, your customers will have a better experience with your services and are more likely to use them.
In conclusion, delighted customers lead to more growth, sustainability, and increased revenue for good by simply prioritizing customer service through the effective use of Service Management!
For more in-depth information on our Service Management capabilities, see our Service Management page here. You will find great examples and solution capabilities to help navigate your Service Management journey forward!
Alternatively, get in touch so we can discuss how you can leverage Service Management today via our platform to deliver better customer service.