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Managing a service business in a down economy

In the current climate, service organizations need to have ultimate customer satisfaction and retention. From your customers perspective this means the right person turning up, with the right tools and at the right time.

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In the current climate, service organizations need to have ultimate customer satisfaction and retention. From your customers perspective this means the right person turning up, with the right tools and at the right time.

Get this right and it’ll set any service business ahead of the crowd. It’s a cliché’, but look after the customer and they’ll look after you.

That’s why ClickSoftware and Computer Weekly have come together to produce an executive overview to help provide you with the information you need to turn your service business into a profit centre.

In addition to an overview of ClickSoftware’s ServiceOptimization Suite, read about Konica Minolta’s journey to achieving service excellence. Brent Mayo, Customer Support Manager at Konica Minolta talks in detail about the drivers behind Konica Minolta’s decision to select a solution that manages their mobile workforce, and the subsequent ROI they have recorded since implementation.

This executive overview will outline the current landscape regarding customer service technology and will demonstrate how to:

  • Close the gap between field service teams and service centres
  • Drive operational improvement and tangible ROI over the next 5 years
  • Improve service and drive business benefit
  • Build strategies to beat the recession
  • This was first published in September 2009

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