Mobile apps. The Cloud. Internet of Things. Big Data. You are probably being bombarded with articles, blogs and advertisements that tout the advantages and importance of these ideas and technologies. We have certainly talked about them here as well in our blogs about Sage 100 mobile apps. According to all of the hype, new technology is going to thrust your business into the future with rapid revenue growth and skyrocketing stock prices. But as great as these technologies are, they cannot replace the one thing that is most important—keeping your customers happy.
Technology will always change. What remains constant is the value of having a customer focus. When you take your eyes off of the customer and just focus on growth, you cannot be successful. When you focus on the customer, growth will happen. By listening to your customers, you will learn what you need to create value for their businesses. By listening and responding to your customers, you establish a relationship. When you have a relationship with your customers, your sales will increase. This is what will drive growth in your company.
Customer Service Should Be a Focus in Every Department
Unfortunately, the customer is not the focus in many businesses. Managers are too busy trying to improve productivity numbers, increase efficiency and streamline processes to think about their reasons for doing these things. While the customer holds a significant role behind the scenes, their stage time in operations can be limited (if they make an appearance at all). If you truly want to keep your customers happy and coming back for more, you need to place an importance on customer service in every department. Companies who are customer-focused in all they do, not only experience an improvement in customer satisfaction, but also see an increase in revenue and profitability.
Mobile Applications Can Improve Your Customers’ Experience
Now that we have put new technology in perspective, let’s look at how mobile technology, integrated with your enterprise software can improve your relationship with your customers. The greatest benefits that mobile technology offers to your customers is increased accessibility, flexibility and agility.
Sage 100 mobile applications make data accessible to all who need it.
Mobile solutions increase your ability to collaborate with all of your stakeholders—from vendors to employees to customers—no matter where they are located. It allows you to give your customers access to information about their orders, services and invoices. Not only does this increase customer satisfaction, but it also reduces the expense of support and improves efficiency.
With Sage 100 mobile apps, your employees have instant access to the customer information they need. Field service representatives, using a mobile app like Scanco Service, can know what is happening to a product order. They know when there are delays in shipping or other changes that effect the customer. At the same time, operations can be aware of last-minute changes in customer orders. Having access to accurate, real-time information is crucial for providing superior customer service. When your employees know that they are a part of the same goal—delighting the customer—they are able to play a powerful part in enhancing the customer experience.
Sage 100 mobile apps enable companies to be more agile.
Mobile solutions allow you to accelerate innovation and slash expenses. In order to truly engage your customer, you need to listen to them. And then you need to provide innovative products and services that provide value to the customer. When you are mobile and have real-time data, you can react quickly to changing customer expectations and build and test ideas faster.
Sage 100 mobile apps provide enhanced flexibility and scalability.
With Scanco Sales and Scanco Service integrated with Sage 100, you can collect customer data, analyze it and use it to create better products and build solid customer relationships. Mobility gives you the flexibility you need to be responsive to changes in customer requirements.
As you struggle to grow your business and keep up with the latest technology, it can be easy to lose sight of what is most important. Remember that the technology is just a vehicle to to help you successfully keep your eye on the customer.