Paul Hart and I sat down earlier this week and discussed some of the reasons why organizations invest heavily into implementing new software. Whether a company implements a CRM (Customer Resource Management, CIS (Customer Information System), ERP (Enterprise Resource Management) or BI (Business Intelligence) solutions the ultimate outcome must include:
- A reduction in operating expenses (enabling efficiency, reducing waste)
- Improving the customer experience (customer response time, customer concerns and reducing churn)
During our discussion we used the example of deploying IVR (Interactive Voice Response) technology a solution that automates customer centric business processes and relieves the pressure on live agents handling consumer calls. Using the IVR implementation scenario we had a candid talk how implementing an IVR will help improve operating expenses and improve the customer experience.