One of the biggest trends in business world is customer service. Forrester Research has declared that we have now entered the ‘Age of the Customer.’ In this customer centric era, businesses have to learn to put their customers first and make their customers’ lives easier. The result is a widening gap of success between the companies who are customer focused and the ones who aren’t.
At Lanworks, we have always been committed to our customers, especially because the bulk of our offerings are service driven. One of the ways we consistently do this is by balancing service offerings with the industry trends when making recommendations.
Last year, in an effort to create a more comprehensive and thorough experience for our customers, we decided to take things to the next level. How? Quite simply, we aligned with one of the industry’s best Professional Services Automation (PSA) tools.
The Benefits of Professional Services Automation
The transition to our new system wasn’t easy, since it also necessitated changing our accounting system, but with everyone’s cooperation the change was successful and well worth it.
We made the switch to a PSA because our main goal was to add more value to our customers. As anticipated, the change yielded some positive results not only for our customers, but also for Lanworks.
Firstly, we have better visibility and manageability into our customer projects and their day-to-day service desk tickets. Our PSA also allows us to generate automated reports for our customers in order to better track the services we offer. This is a feature that was well received by our customer base and has helped us improve on project delivery and time management, areas most professional service firms struggle with. The new PSA experience has made a tremendous contribution to our business and has helped us improve on the service we provide our customers.
Secondly, our customers have access to their information and service package, all under one roof. With many of our customers being strapped for time, having instant access to their ticket items and records is a valuable part of their experience with Lanworks.
Through this service, our customers can access a secure web portal, which allows them to collaborate with us on tickets and projects 24/7, 365 days a year. Our customers can also add service tickets as problems arise, monitor their projects in real-time, or view their most recent invoices. Having all of these features in one place saves our customers the time from having to manually find each piece of information.
Our customers can try the PSA via the Customer Portal, and can contact their account manager for secure login credentials and more details.
For more information on the IT services we provide businesses, contact us today!