Self Service
Solutions for online self service and e-commerce become still more important tools to meet the customers’ expectations for service and supply: 24-hours service, personalised offers, shorter delivery times and the possibility to follow the progress of the case. Demands, which can be met, only if part of the customer service is transferred to the customers.
Utility in E-commerse and Self Service
Solutions for online self service, booking and e-commerce can be found in a wide range of companies. However, it is a fact that the utility of the self service solutions in form of increased number of customers, service improvements and efficiency gains vary a lot from solution to solution. The prerequisite to meet the expectations to the solution is that the solution is adjusted to the company’s internal processes as well as to the customers’ requirements.
Actual utility of self service solutions is gained only when:
- The company’s business processes and workflows are thought into the solution
- There is an integration to the company’s existing IT systems
- User-friendliness is paramount
The Criteria for Success is the User’s Utility Experience
The goal is to enable the customer to be served in one procedure and via one digital channel. For the users of the self service solution there must be one clear incentive to use the solution again – if not, they will seek other service channels, or at worst try if they have more luck with the competitor.
The consequence being that apart from the investment and the running operation of the self service solution, the company also have to maintain the manual service channels in the same extent as earlier. Doing so the efficiency gain related to the realisation of the self service solutions will fail to appear, and it will result in increased costs. As a serious effect the customer may be lost.
Sirius IT's Solutions
In Sirius IT we have long-term experience developing solutions for:
- B2C e-commerse and net shops
- B2B e-trading
- Online self service and booking
- Self serviced case management
Our work with self service solutions cover much more than the technical implementation. The user-friendliness of the solution, user roles and user rights, integration with back-end systems, login and security, optimising business processes and much more are at least as important elements in the final solution. Thus, our services comprise the entire value chain from assisting our customers with planning and designing a solution to development, integration, implementation, operation and maintenance and the ongoing further development of the application.
We take great effort in understanding the full delivery from the customer’s point of view and ensuring focus on the value, which the solution must add.
