TALKING
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Key functions that
Service Management
solutions must offer
Service-centred industries face two key challenges in their pursuit to success; becoming
more responsive, and delivering accurate, reliable services at speed. Research reveals that
customers are twice as likely to report a bad experience than share about a good one.
This means that services must be delivered on time, as required, and in excellence to avoid
watching customers walk out the door. Jane Thomson, Managing Director at EOH Infor
Services (formerly Softworx), says that, to be effective, Service Management solutions
must offer five key functions.
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