Process automation is already a reality in companies of different sizes and fields of activity. Naturally, this model also came in activities related to customer relations. Customer automation management is one of those initiatives created to improve communication and service.
This aspect affects several areas of the business and has a direct impact on profitability. For this reason, it is essential to promote practices that help to consolidate this relationship with the market and add value to the customer.
Continue reading this post to learn more details about the subject and its main advantages. Check it out!
What is customer automation management?
To understand this concept, we must think about all the steps taken in customer service. This process begins with the submission of the proposal until payment of the invoice when the product is delivered.
All of these activities are part of a cycle called Order to Cash, which encompasses everything from ordering to receipt of revenue. Therefore, it makes sense that in order to receive as quickly as possible, it is in your company’s interest that this cycle is completed quickly.
It is in this scenario that customer automation management can be introduced within the organization. Let’s assume that for a company in the industrial sector to receive requests from its customers, it depends on e-mail.
This is a time-consuming activity, as it requires manual action by a team member to conduct this conference. Wouldn’t it be simpler if this industry had an automated platform on which its customers could register their orders?
With this type of transaction, it is possible to have information such as:
- technical specifications;
- quantity of goods;
- date of need or delivery;
- preferences regarding batch size.
This is just one example, as one of the benefits of customer automation management is the possibility to optimize the entire supply chain.
How important is this process?
Automating customer service tends to be seen as a solution for companies looking to optimize this transaction. Its objective is to limit manual actions so that the supply flow is maintained without interruptions.
We are talking about an integrated tool that provides the appropriate functionalities for order processing, distribution of goods and management of accounts receivable.
Its objective is to eliminate errors that could affect the invoicing of orders, the receipt of products and generate dissatisfaction among customers.
What are the main advantages?
In the daily life of a company, time management is one of the main factors for gaining efficiency. For this, the team cannot rely on manual entries to perform its functions.
It is in these conditions that most errors are made, which leads to rework, delays in service and causes of increased costs. With that, the automation systems:
- reduce operation costs;
- make the process more efficient;
- eliminate redundant and repetitive tasks;
- generate increased customer satisfaction;
- minimize the incidence of errors and inconsistencies;
- expand flexibility to deal with urgent demands; and
- allow the team to engage in strategic activities.
It is important to recognize that, in order for your business to continue to grow, it is essential that the search for innovation is part of the company’s culture. Without the team’s commitment and commitment, not even the most advanced tools will achieve the expected results.
Therefore, consider customer automation management as part of an evolution process in order to increase your competitiveness. This is the first step to minimize risks and improve service.
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The VMI Portal is a portal of news and information on systems of collaboration between suppliers and customers, which is growing continuously. The idea is to promote and disseminate the concepts of Supply Chain Management (SCM) and Vendor Managed Inventory (VMI), among other topics.