Using technology to improve customer service in your business

In today's highly competitive environment our customers are easily able to find several suppliers, who offer comparable, if not identical services, at similar prices.  This provides some explanation as to why customer service is increasingly considered the key business differentiator in today's market.  It plays a critical role in the success, or indeed demise, of an organization.


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Forcing customer service up the business agenda

Customer service plays an increasingly important role in both the private and public sector today and research by Touchpaper reveals that organisations face a host of challenges in the area, including more demanding customers, diminishing loyalty and fiercely competitive markets.  Faced with these pressures, Touchpaper's survey of 100 customer service directors reveals that 76 per cent feel more investment in technology could help deliver improvements in customer service. 

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Treating Customers Fairly

The results of a recent survey by Touchpaper of senior compliance representatives in the UK's mid-tier financial services sector organisations provided an insight into the critical issues and priorities surrounding the management of the Financial Services Authority's Treating Customers Fairly (TCF) principles.

The results showed that TCF was a high priority for the industry in general, particularly for retail organisations with high volume sales to high street customers. Results also showed that complaints handling was a significant area of activity. Many felt that it was a reactive way of measuring compliance with TCF and demonstrating results to the FSA.



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Freedom of Information

The Freedom of Information Act 2000, the Freedom of Information (Scotland) Act and the Environmental Information Regulations 2004 came into force on 1st January 2005. Public Authorities across England, Wales, Northern Ireland and Scotland are now required to log, manage and respond to requests for information (RFIs) from its citizens, regardless of citizen's age, nationality or location.



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Getting better value from local government IT

Touchpaper has long promoted the deployment of state-of-the-art tools and techniques to improve the quality of IT infrastructure support. It also enthusiastically promotes the ITIL (IT Infrastructure Library) standards, which ensure failsafe methods of managing complex IT environments. In instigating this study, Touchpaper has paid particular attention to the Audit Commission’s findings on current support practices in Local Government, and to its views on the capabilities of Councils to manage change in today’s dynamic environment. A specific objective of the study was to assess what kind of investments are needed in the coming years if Authorities are to succeed in meeting the Government’s target of 100% electronic service delivery by 2005.



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