Technology Provider Service Management (TPSM) is a strategic solution that integrates customer care and operations teams. It focuses on streamlining service delivery and, hence, enabling technology providers to deliver exceptional customer experiences. Here is a brief guide to what you need to know about it.
Evolving Tech Provider Demands
The technology landscape is characterised by continual expansion and innovation. As businesses grow and develop, it becomes harder for them to retain their core focus. In particular, it becomes more challenging for them to deliver top-quality customer care.
One reason for this is that processes developed when a business was small do not necessarily scale up efficiently as a business grows. This is why businesses need to keep their policies under constant review and be prepared to optimise them as necessary.
Another important reason is the practical challenges of service delivery, particularly through multiple channels. Fortunately, this is an area where technology can help. In particular, implementing TPSM can greatly assist with the practicalities of customer service delivery.
Customer Service Expectations In The Tech World
Modern customers expect fast and accurate customer service, preferably over multiple channels and ideally tailored to their specific needs.
Customers in the technology area tend to be particularly demanding as they often have widely varying levels of IT competence. They may also be up against tight deadlines themselves.
To ensure customer satisfaction, technology providers generally have to combine intuitive self-service options with human customer support staff. Both channels have to coordinate not just with each other but with the wider business. Realistically, this level of orchestration can only be achieved with efficient service management systems.
Challenges With Traditional Systems
Traditional service-management systems often just replicate analogue processes. This means that they can be very effective at receiving requests. They may even do a decent job of triaging them. After that, however, they tend to struggle. There are three main reasons for this.
Firstly, their structure and operating processes tend to promote silo-based work rather than supporting cross-team collaboration. Secondly, they often lean heavily into manual processes. This leaves them vulnerable to human error (and to that error being replicated throughout the whole course of a process).
Thirdly, they generally provide very little to no visibility into processes and workflows. As a result, there is little scope, if any, to optimise them or even just to correct errors. This can exacerbate the consequences of the first two issues and lead to a very disjointed customer service experience.
Added to all of this is the fact that traditional solutions tend to have very high implementation costs. The cost (and upheaval) of moving to a new solution typically discourages businesses from making changes. They perceive it as safer to stay with the system they know, even if it’s far from perfect.
Streamlining Service Management With Tpsm
Technology Provider Service Management (TPSM) has been specifically designed to address the failings of traditional solutions.
The key difference between TPSM and traditional solutions is that TPSM is based on a unified data model. This ensures seamless, effective and transparent communication across diverse teams. It therefore helps to break down silos that hinder collaboration. In particular, it enables customer care and operations teams to work together as a cohesive unit. This in itself can vastly improve customer care and service delivery.
TPSM also has a feature set that was created with modern working practices in mind. For example, its Account Lifecycle Events Onboarding feature provides a structured and transparent onboarding experience for customers. This gives them a great first impression of the service and hence reduces the likelihood of them immediately churning.
The Future Of Tech Service Management
In short, TPSM not only resolves existing challenges but also sets up technology providers for future success. It represents a new frontier of integrated, customer-centric, and efficient service delivery strategies.
To find out more about the power of TPSM and how it could be used to benefit your business, get in touch with the team at Kaptius today and discover how a ServiceNow Elite Partner can help you realise your digital transformation!
Image Source: Canva
