Quantcast

The Customer Journey: How to Capitalize on Critical Moments

I rely heavily on the internet in my day-to-day life; don’t we all? When I moved house, I selected a broadband provider who could offer me a good deal and a high internet speed. But the onboarding processes was atrocious – I had to wait a whole month before I had access to the internet. This meant no Netflix or on-demand TV, I couldn’t use my laptop or tablet and had to do all my browsing on my mobile phone, so I used up all my data and had to pay extra on my phone bill that month.

Needless to say, I was not impressed. Unfortunately, the contract was a fixed 12-month contract. But as soon as that time was up, I switched providers, still bitter from the shoddy onboarding process and stung by a price increase after the first 12 months ended.

 

Make or break: Get customer engagement right 

Poor experiences such as this can cut short companies’ relationships with customers. This puts pressure on businesses to find new customers, which usually costs more than repeat business. People also share their experiences of poor service on social media and elsewhere (I certainly did), so there’s a risk of harm to your reputation.

These main points of customer engagement – quoting, onboarding, servicing and renewal are all critical moments in the customer journey. A bad experience can be extremely damaging. Conversely, when you get these moments right, you create the basis for long and profitable relationships.

This was proved by Bizagi customer, Eidsiva Broadband, one of the largest fiber network providers in Norway. Eidsiva automated their online customer broadband activation process, which was previously conducted mainly via the phone. Additionally, they provided automated SMS alerts to customers to provide awareness touchpoints during the onboarding process.

As well as improving their customer engagement, the business saved three man-years of work by automating processes and enabling a key structure for employees to follow. This ensured productivity and compliance throughout the customer journey.

“Improving the customer experience is the main thing that we have seen from Bizagi but also the fact that we have processes being followed. Before we made routines but people would just go back to their desks and do it the old way,” said Silja Hjelmstadstuen, Head of Process at Eidsiva Broadband.

 

Take an agile approach

Eidsiva is not the only company taking action to improve its customer engagement. Bizagi’s 2018 survey of over 500 business leaders found that 70% of organizations are focusing on delivering better customer experiences in the next 18 months.

Proactive customer engagement should embrace digital and enable customers with a seamless experience across web, mobile and IoT devices with near-instant responses. Forrester Group found that 41% of customers expect a response within six hours. And a fast response rate can help to generate higher revenue – a study of more than 500,000 interactions found that customers are willing to spend more with a business that responds quickly to their inquiry. You need a secure digital platform to speed up the time it takes to complete forms and eliminates manual, time-consuming tasks such as printing, mailing, scanning and faxing.

By mapping out the key points in customer journey and then modeling processes against this, you can ensure that it can support both scheduled and unscheduled interactions with customers. You can take things a step further by using Digital Process Automation to cement these operations and ensure they’re followed correctly every time.

But to ensure the best possible customer experience, these processes should be built on an agile platform. This will help you model the best possible processes to impress customers and then make amends to the processes in line with customer needs as and when it is required. This rapid response can be a real differentiator for businesses in a competitive market.

digital master.JPG

Know your customer 

Customer information is vital to providing good service – it allows personalization and contextualization based on their interests, behavior and location. Siloed information is a common cause for concern, but your data doesn’t have to reside in one place, as long as you can have a holistic view of all the information. There’s no need to rip and replace IT when you can access the information you need in the way that you want.

Rather than taking a rip and replace approach to your legacy IT, you can wrap it with a more agile process platform that’s still able to draw that vital customer data out of your older system – or write data back to it. A flexible platform that consolidates your information is a fast, cost-effective way to get the customer-centric capability that you need to thrive.

It’s also important to consider how you make these customer insights available to your people. It’s technology that enables great experiences for customers. But in many cases, it’s people who deliver them. You need a digital platform that’s intuitive and accessible. So, colleagues and partners can turn information into action.

For example, should your customer have a negative experience, your colleagues are armed with customer data and automated analytics so they can speed up response time and proactively fix issues, which is another vital component when providing sterling customer service.

According to Forbes, more than half of customers today say they’ve switched companies solely because of poor user experiences. So, ensure that you’re doing everything you can in those critical moments to guarantee the best customer experience possible.

This article is based on a larger research report. So if you’d like to learn more about how to digitize your customer engagement strategy, why not download our complimentary report: ‘Make your Breakthrough in Customer Engagement.’

Breakthrough_Customer_Engagement_ebook.jpg

Banking

Banking Fraud Prevention: System Silos Create Gaps for Criminals

Agile & Low Code

Jump to Lightspeed: How to Use PaaS to Drive Transformation Velocity 

Banking

[Infographic] 3 Processes Ready for Automation in Banking

Use Cases

How CBC Orchestrated Their Distribution of PepsiCo Products

Banking

Loan Origination: The Benefits of Automating the Process

Banking

5 Ways to Empower Banking Employees with Automation 

Infographics

[Infographic] Bridging the Gaps in Banking

Use Cases

4 Ways Tatweer Petroleum are Using Automation to Optimize Operations

Banking

Perfecting the Customer Experience in Banking

Digital Process Automation

Ease the Strain of Supply Chain Disruptions in the Energy Sector with Low-Code Automation 

Manufacturing

3 Ways Unilever International Achieved Agility at Scale 

Banking

Banking Automation: 4 Essential Tips to Transform Your Bank

Agile & Low Code

Why You Need a Cloud-First Strategy 

Banking

3 Ways IT Leaders in Banking can Drive Transformation

Banking

How AgFirst Bank Ensures Compliance with Automation

Banking

3 Processes Ripe for Automation in Banking

Use Cases

Automating the Vendor Management Process: Benefits at 5 Key Steps

Banking

Transforming Approval Processes in Banking: Real-Life Examples

Manufacturing

What is Supply Chain Sustainability?

Process Modeling and Mapping

How to Find and Fix Bottlenecks in Your Supply Chain 

Process Modeling and Mapping

What is Process Improvement? Methodologies to Help Your Business

Manufacturing

Want a Resilient Supply Chain? It’s Time to Automate Manual Processes 

Manufacturing

[Infographic] Supply Chain Orchestration: Fixing the Gaps in Your Operations

Manufacturing

Supply Chain Automation: Use Cases for Every Point in Your Logistics Network 

Manufacturing

How to Build a Connected Supply Chain

Person at desk building business process map in Bizagi Modeler on laptop Agile & Low Code

3 Low-Code Use Cases: How Low-Code Platforms Can Accelerate Digital Process Automation 

Woman looking stock market Data on smart phone Banking

6 Lessons Learned from 6 Years of Using Bizagi at Stone Coast Fund Services

Intelligent Process Automation

5 Intelligent Process Automation Use Cases to Inspire Your Automation Project

Robotic Process Automation

IPA vs RPA – What’s the Difference?

Use Cases

16 Real-World Business Process Automation Examples That Sparked Success

Digital Process Automation

Why Your Shared Services Center Needs Automation 

Agile & Low Code

Low-code and No-code Platforms: Which Approach Should I Use?

Process Modeling and Mapping

Process Documentation Examples: Tools, Use Cases & more

Agile & Low Code

[Infographic] Low-code vs No-code: What’s the Difference

Agile & Low Code

The Citizen Developer Revolution: How to Enable and Support Developers

Digital Transformation: Technology

What is Hyperautomation and How Could It Help Your Business?

Man wearing headphones working on laptop at desk in empty office Finance Solutions

The Benefits of Audit Automation: Real-Life Examples

Use Cases

AP Automation: Getting Started with Accounts Payable Automation 

Process Modeling and Mapping

Process Mapping vs Process Modeling: What’s the Difference?

Cardboard boxes on a conveyor line in distribution warehouse Use Cases

Automation Success Story from Deutsche Post DHL Group’s Shared Services Hub

Agile & Low Code

Low-Code Automation: The Benefits

Manufacturing

Supply Chain Automation: 4 Benefits it Brings to Your Organization

Infographics

[Infographic] Automate to Innovate in Manufacturing - 3 Essential Strategies

Finance Solutions

What CFOs Really Think About Automation in Finance

Process Modeling and Mapping

What is Process Mapping? Benefits and Examples of Process Maps

Business Analysis and Strategy Digital Process Automation

What is Business Process Automation (BPA)?

Confident smiling businessman using smartphone in office Intelligent Process Automation

Process Automation ROI: How to Calculate Yours

Workspace with Blank Computer Screen Agile & Low Code

What is Low-Code Automation and How Could it Benefit You?

Digital Process Automation

Automation Predictions for 2021 and Beyond

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Process Modeling and Mapping

What is Process Modeling? 6 Essential Questions Answered

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Insurance

Transforming the Insurance Claims Process: Real-Life Examples

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Finance Solutions

5 Reasons for Automating the Procurement Process

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Banking

Loan Origination Automation at AEON Credit Service Asia (ACSA)

Digital Process Automation

3 Ways Process Automation Can Aid Your Business Recovery

HR & Employee Experience

[Infographic] 3 Processes Your HR Department Need to Automate Now

HR & Employee Experience

4 Ways to Deliver Change Management for Process Automation

Depressed frustrated trader tired of overwork or stressed by bankruptcy, sad shocked investor desperate about financial crisis or money loss, upset businessman having headache massaging nose bridge Business Continuity

4 Technology Priorities for Enterprises Preparing for Economic Downturn

Digital Transformation: Technology

The Building Blocks You Need for Digital Transformation

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Robotic Process Automation

How to Use Bizagi and RPA to Achieve True Digital Process Automation

Insurance

5 Insurance Processes Transformed by Digital Process Automation

Insurance

Insurance Peer Review Just Got Easier, Thanks to Process Automation

Governance & Compliance

5 Governance, Risk and Compliance Automation Templates You Can Use Right Now

Manufacturing

Smart Manufacturing: How Geesinknorba Increased Production Efficiency by 45%

Insurance

4 Important Wins from Digital Transformation in Insurance

Banking

Intelligent Process Automation: Bizagi and RPA in Action at Bancolombia

Banking

3 Ways Bizagi Transforms Wealth Management Organizations

Insurance

Tackling the Frankenstack: Legacy IT Evolution for Insurers

Digital Transformation: Strategy

Digital Transformation Strategy: Get it Right & Become a Digital Master

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Healthcare

3 Ways to Ensure Data Security in Healthcare

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Healthcare

Telemedicine: Meet Customer Expectations in Healthcare with AI

Digital Transformation: Strategy

[Infographic] 3 Ways to Tackle the Tensions Around Digital Transformation

CREATOR: gd-jpeg v1.0 (using IJG JPEG v80), quality = 82
Insurance

Rescue Insurance Policy Administration with AI & Process Automation

Governance & Compliance

[Infographic] 4 Ways to Reduce Risk & Keep Your Business Compliant

Insurance

Insurance Claims Process: Don’t Leave Your Customers Waiting

Digital Transformation: Strategy

Digital Operations: Transform your Business in 6 Simple Steps

Customer Experience & Engagement

[Infographic] 3 Ways to Transform Your Customer Engagement Strategy

Insurance

Customer Experience in Insurance: How to Accelerate the Digital Transformation

Customer Experience & Engagement

Contextualization: The New Rules of Customer Engagement

Governance & Compliance

Governance and Compliance: Mitigate Risk in 6 Simple Steps

Insurance

Insurance Onboarding: The Key to Lasting Customer Relationships

Insurance

[Infographic] 5 Steps to Digitally Transform Your Insurance Company

Governance & Compliance

Why Agility is The Key to Regulatory Compliance

Use Cases

Lotus Notes Migration: Modernizing Your Applications with Bizagi

Banking

Blockchain: The Fuel to Energize Your Financial Services Transformation