Service-quality improvements need to be thought through in advance and managed.
Jim Hendershot is a director with Capstone Consulting Partners and has over 25 years of experience in large-scale customer care, systems implementation and strategic business management.
Customer information systems (CIS) are almost never justified and implemented to realize dramatic gains in quality of service. Revenue improvements? Yes. Rates management flexibility? You bet. Delinquency and write-off improvements? Sure. Statutory pressure, including introduction of deregulation? Maybe not as often these days, but still true. Technology consistency, supportability, and application integration? Absolutely. This means service-quality improvement needs to be thought through in advance and managed.
External Customer Service Quality
External customer service quality is probably the most talked about area of service quality delivery, and there are several meaningful standards already in use that can be measured prior to implementing a new CIS and managed closely through going live and stabilization. First, the easy ones: