Enhance Customer Experience
Expectations are changing, how are you keeping up?
At the end of the day, we’re all looking to better serve stakeholders. That could mean constituents, patients, shareholders, or actual customers. Some organizations attempt to improve the experience at a surface level without understanding that to make impactful change, information must flow seamlessly across your organization.
Your data has to be wholeheartedly trusted by your team. Your processes must be scrutinized to understand where you are causing friction for those you’re looking to serve. Something abstract like customer experience can feel overwhelming. Let’s dive into some of the best places to start.
How to Get Started
Understand Your Processes
Identifying friction points is critical to truly understand how your stakeholders are interacting with your organization. Through process mapping, we have helped countless clients better understand their current state. Lifting up rocks to see the creepy crawlies can feel painful, but sustainable change requires it. Our industry-specific process engineers lead discovery sessions to map, then re-engineer core processes, identifying time and money-saving improvements.
Improve Data Intake
How are you receiving information from your customers today? Far more organizations that you would think still rely on paper-driven forms and processes. Better data intake looks like moving away from day-forward paper processes by building custom digital forms or collaborating with one of our software partners, like Nintex, Bottomline, or Hyland, to shut off your paper at the source.
Aggregate Your Data
Normalizing and aggregating data across systems is one of the most impactful changes to prioritize. In order to power the seamless user experience we’re all chasing, you have to start by looking under the hood. What identifiers can be utilized across various systems to aggregate and normalize your data? Tactics such as data lakes or data warehouses can be utilized to bring this data together, drastically increasing the value it presents to your organization.
Connect Your Systems
A high level of aggregation can be achieved by directly connecting various systems. DataBank’s Development team specializes in building custom APIs and connections between disparate systems. This team has deep expertise in bring worlds together to make a smooth and simple user experience.
What hoops are your stakeholders jumping through to get information back from your organization? Customer portals are powerful activation points and allow for a single location to house your data intake while also granting stakeholders simple access to the information they need.
Automate the Little Stuff
Once you fully understand the processes and manual steps, you can identify an automation plan. Which steps, like invoice approvals or application disqualifications, can be automated to speed up the process and revert your team’s time to higher-value tasks?
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