Plenty of metaphors can be used to describe a healthy company, such as “the well-oiled machine” or “the functional family.” The most effective and holistic metaphor to date, however, is “the human body.” The way that the various systems of the body work in concert to keep our forms fully functioning is nothing short of amazing. When it comes right down to it, this process centers around a singular idea, and that is communication. The brain receives and sends signals of pleasure or peril almost instantly, due to the body’s highly developed nervous system.
Apply this metaphor to the business world, and we can see why it is so appropriate. The business world is largely about growth through the mitigation of risk. The best way to thrive in this manner stems from a solid customer service strategy through effective communication. Luckily, SharePoint services streamline the dissemination of information that allows for effective discourse before major decisions are made.
Building Customer Service Theory
Understanding what is necessary for effective risk management builds the basis of good customer service theory. There are multiple factors that come into play, such as:
- Type of service being delivered
- Amount of data necessary for effective decision making
- Number of people who must access the Information
Considering these three points alone, the ability to create a good customer service strategy presents a significant challenge.
A novel approach to customer service theory hinges on the automation of a company’s “busywork” in an effort to allow high level decision making to be both accurate and, when necessary, reactive. Being able to call up comprehensive information on a particular issue is invaluable, but having staff spend hours inputting it manually wastes valuable time and money.
How SharePoint Shapes a Customer Service Strategy
Automation is key when dealing with massive amounts of data that must be correlated and disseminated throughout a company. Being able to pull in information through handy online forms, or picking out phrases and words from emails that fill out the fields of a service ticket quicken the pace at which this data becomes usable. SharePoint achieves this by maintaining a constant connection between user and server. If there are changes to the database, they are automatically synced and available for use by other workers.
Having a constant flow of information cuts down on waiting for statistics in order to make decisions and keeps everyone on the same proverbial page. Projects move faster because relevant data gets to the right people almost instantly, allowing proper strategies to be formed. Communication becomes the key to holding the process together, and SharePoint is its vector.
Scott Restivo has worked in the IT industry for over 20 years. A certified systems engineer, with CNE, MCSE, and CCNA designations, he consulted to major corporations and the military …read more
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