Delivering service excellence

In today’s ‘always on’ culture, customers demand instant service interactions across multiple channels. They expect you to deliver what was promised and have the ability to deal well with their problems or questions when they arise. Customers expect resolution-based communications that are conducive to their schedule and most importantly, via their desired channel of communication (e.g. social, chat, text, etc.).

To meet the service demands of their customers and deliver excellent service, organizations need to think about service in a whole new light, and understand four key service effectiveness dimensions:

Service Effectiveness Dimensions

Service Strategy
What is our overall service strategy? What are the key goals for our service organization? What are the experience enhancing services we provide to our customers?

Service Enablement
What capabilities does our service organization need to have in place in order to be more effective and customer centric? How do we interact and engage with other parts of our organization?

Service Execution
How do we respond to and engage with our customers? How do we proactively identify issues? What opportunities do we have for improving the engagement process?

Performance Management
How are we measuring and monitoring the effectiveness of our services team? What data and tools do we have available to monitor the effectiveness of our services team?

Service Transformation
Baker Tilly helps companies evaluate and assess their organization across the four dimensions of service effectiveness. Our services include:

  • Comprehensive service function evaluations and alignment
  • Assessment and strategic planning
  • Service program management office (PMO) establishment and stakeholder alignment
  • Service capability prioritization, initiative creation and ROI analysis
  • Process redesign and optimization across field and customer service silos

By leveraging next generation technologies and implementing robust business processes integrated around the customer, your organization can achieve:

  • Stakeholder alignment across all pre and post sales functions
  • Customer centric delivery models
  • Omni-channel collaboration
  • Personalized service experiences
  • Defined customer journeys
  • Enhanced customer loyalty

Is your organization transforming its service functions to meet your customers’ service demands?

How to reinvent service effectiveness through customer care: Part 1

How to reinvent service effectiveness through customer care: Part 1

80 percent of consumers are more likely to do business with an organization offering personalized experiences. Learn how service effectiveness has evolved with changing technology and client expectations, as well as what businesses must do to remain competitive.

Read more >

Our Take

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“Creating positive service experiences is the best way to build customer loyalty and create brand evangelists.”

— Erich Bergen, Growth Strategies Director