Comments on: Cost Cutting Takes Guts, Though it Demands only Common Sense. http://blogs.gartner.com/michael_maoz/2008/12/12/cost-cutting-takes-guts-though-it-demands-only-common-sense/ A member of the Gartner Blog Network Tue, 07 Feb 2012 17:29:49 +0000 hourly 1 http://wordpress.org/?v=3.0.4 By: Simon Morris http://blogs.gartner.com/michael_maoz/2008/12/12/cost-cutting-takes-guts-though-it-demands-only-common-sense/comment-page-1/#comment-64 Simon Morris Fri, 23 Jan 2009 18:34:50 +0000 http://blogs.gartner.com/michael_maoz/?p=111#comment-64 In order to close the loop even further what about, once the service call is finished, using this type of technology to enable the service organization to automatically send out a survey to the customer to get immediate performance feedback. This will lead to increased revenue opportunities enabled through post-service surveys that increase knowledge of customer preferences and provide for more targeted selling to customers in the future. Ultimately, it's all about enabling the customer to feel in control while reducing the operating costs of the service provider. It's the best of both worlds! In order to close the loop even further what about, once the service call is finished, using this type of technology to enable the service organization to automatically send out a survey to the customer to get immediate performance feedback.

This will lead to increased revenue opportunities enabled through post-service surveys that increase knowledge of customer preferences and provide for more targeted selling to customers in the future.

Ultimately, it’s all about enabling the customer to feel in control while reducing the operating costs of the service provider. It’s the best of both worlds!

]]> By: Michael Maoz http://blogs.gartner.com/michael_maoz/2008/12/12/cost-cutting-takes-guts-though-it-demands-only-common-sense/comment-page-1/#comment-46 Michael Maoz Mon, 15 Dec 2008 13:08:09 +0000 http://blogs.gartner.com/michael_maoz/?p=111#comment-46 Nick, Great insight. This is exactly what this cable provider does as a part of the process improvement. It gives you the choice of a phone call, SMS, email or combination as a part of the confirmation process. You can also ask to cancel or reschedule. The dynamic scheduler then frees up the appointment booker online so that new clients can take that newly available slot. Nick,
Great insight. This is exactly what this cable provider does as a part of the process improvement. It gives you the choice of a phone call, SMS, email or combination as a part of the confirmation process. You can also ask to cancel or reschedule. The dynamic scheduler then frees up the appointment booker online so that new clients can take that newly available slot.

]]> By: Nick Jones http://blogs.gartner.com/michael_maoz/2008/12/12/cost-cutting-takes-guts-though-it-demands-only-common-sense/comment-page-1/#comment-45 Nick Jones Mon, 15 Dec 2008 10:58:49 +0000 http://blogs.gartner.com/michael_maoz/?p=111#comment-45 From a mobile perspective one of ths simplest things you can do to reduce the number of missed appointments is to send a SMS reminder to the customer the day before. Costs almost nothing and makes a significant difference in lots of industries. From a mobile perspective one of ths simplest things you can do to reduce the number of missed appointments is to send a SMS reminder to the customer the day before. Costs almost nothing and makes a significant difference in lots of industries.

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