Are mechanised processes ruining your customer service?

Many people have bemoaned that technological advances signified the loss of true customer service. As such, in recent years many organisations have set themselves apart from the competition by simply enabling their customers to talk to a human.

They have good reason. A recent survey by Get App revealed that 37% of people value talking to a person over anything else when it comes to customer service. However, in the same breath there is no denying that a huge proportion of customers also want the speed, precision and flexibility that technology brings.

Ultimately, it’s a generation thing. If I asked you to write something down and your immediate reaction was to pick up a pen, you are probably over 35 years old and choose to pick up the phone when interacting with a business. If your instant response was to pick up your mobile and open a Notes app, you are likely to be of the generation that relishes the opportunity to manage your relationship with businesses online.

Although it is essential to provide a customer experience that meets everyone’s needs, at the end of the day, the millennials are, over time, going to become your core customer base. This is echoed by a study by Gartner which predicts that by 2020 a customer will manage 85% of the relationship with an enterprise without interacting with a human.

Despite a need to maintain human interaction, the statistics make it evident that technology also needs a place in modern businesses. Without it you are alienating an ever-expanding customer base. But how do you ensure you have the right technology?

Situations when your software could be damaging your reputation

Technology such as service management software should automate internal processes and improve the experience for both customers and employees. If it doesn’t, this is a concern that needs to be addressed quickly before it damages the reputation of your organisation. Signs to look out for are:

Efficiencies aren’t being achieved

Whatever software you have, it should make your employees working day more efficient and effective. In the case of field service management software, this is achieved by bringing information together in one place so that all relevant parties can access it at once, in real-time. Consequently, the efficiency gains convert into a more knowledgeable and responsive customer experience.

You cannot make direct improvements to the software

The purpose of any technology is to enhance a business and the service you deliver. This should be a continual process but if you are not able to manage the software yourself, when you identify an opportunity to further improve your service, you will be faced with delays and costly consultancy fees to make the amendments. Aside from the cost implications, each delay you experience is time that you could have been delivering a better service.

You cannot access performance statistics

Visibility is the window to improvement. Without sight of business and software performance you cannot identify ways to better your service. If you cannot see key metrics, you need to question why. Equally, the data you do have should be presented in an easily digestible format. Without this, the time you spend analysing the data counteracts the efficiency savings you achieve through the software.

The software is restricting company growth

As a business expands, needs and expectations also develop. If your software is inflexible you may be forced to create system workarounds to fit your new business requirements. As a result, inefficiency and frustration creeps in, all of which impacts the customer experience. Identifying workarounds is not a sustainable solution and sooner or later, it will start hampering business growth.

Employees are not using the software to it’s full extent

If software is difficult to use or doesn’t improve working life, employees will quickly lose faith and develop their own process. If this happens it defeats the purpose of integrating the software and costs and inefficiency will escalate.

The software de-humanises your service

We’ve all been there. You ask a question to a phone operative and they answer “let me see what the system says”. It is this mechanical approach that make our customers begrudge technology. It is vital that your software enables you to maintain the personality of your business and lets your employees still think for themselves. Your software should just create an improved workflow for them to confidently deliver a better service. In some instances, software puts so many processes in place that employees become robots and get bogged down in procedure and box ticking.


In summary, software is essential if you want to improve your customer and employee experience but process must not consume the personality of your business.

At Oneserve we recognise the need to get this balance right. We are driven by our people and this inspires us to be different from our competitors.

The service management software we develop brings you efficiency, visibility and flexibility. It does so through a user friendly interface which key members of your team can access to continually make tweaks that improve your service delivery – all without additional cost.

Discover more about Oneserve to see how you can achieve a smarter way to work that doesn’t take away the personality of your business.