What do the following sentences have in common?
- “I wish I had been put on hold a little longer.”
- “It’s too bad I got paid for my services on time.”
If you guessed “They’re both things that have never, ever been said in the history of humanity,” you would (probably) be correct. Waiting is no one’s favorite pastime, and chances are you’re going to try to avoid it the best you can. On that note, it’s also probably safe to say that slow business processes are never going to draw people to your organization, and they may even drive them away. Because of that, you could miss out on a lot of business opportunities.
While the modern world is becoming more and more tightly networked through social media, customer testimonials and reviews are growing in importance. To prospects, your services might look the same as your competitors, but it’s the recommendations of other people that could potentially set you apart.
When customer service is a game changer and your business is on the line, casting it by the wayside can have substantial consequences. Many people picture customer service as smiles and friendly greetings, but employee disposition isn’t the only thing that counts. If your business processes are slow and outdated, that can be just as frustrating to customers as a grouchy employee. By streamlining those processes, employees can access information easier and faster to more quickly and accurately answer customer queries, and by providing online forms and portals, relations with your organization become more convenient and hassle-free. When you make yourself pleasant to do business with, people will come back and maybe even bring their friends.
Customer relations aren’t the only important relationships at stake when it comes to the efficiency of your business processes. Vendor management is another example, and it, too, can affect your bottom line. Accounts payable departments are often riddled with paper-intensive manual processes that create bottlenecks and slow down productivity, resulting in late fees and frustrated vendors.
Vendors appreciate customers who are diligent with their responsibilities just like customers want and even expect the same from businesses they’re purchasing from. Optimizing and automating accounts payable processes does more than save time and reduce the costs of paper processes – it also allows your organization to take advantage of early payment discounts and build positive vendor relationships with consistently on-time payments. Vendors will want to keep you as a customer and may even cut you a deal to do so.
Solutions like content management and business process automation bring a lot of organizational benefits, not the least of which is improved customer and vendor relationships. By eliminating efficiencies in your processes, you are not only saving money and increasing productivity, you are drawing more repeat customers and capitalizing on vendor discount opportunities.
To learn more about how you can improve operations and reap the benefits of a business process solution, check out our free case study below.