The aim of supplementary services is to enhance the customer experience, or the non-financial costs experienced by the supplier. IT has been used to enhance the delivery of these, such as the applicationand portal. If effectively working, the portal can manage information elements of the customer, acting as a pre-service for the customer.
Recommendations for improved management of these services includes:
Implement a holistic service product strategy, across all supplementary services to better align corporate objectives of core and augmented services.
Blueprint the interactions between all services, in order to better review the customers interactions with all services, facilities and equipment. A blueprint tool will enable the supplier to review any failures or difficulties between the core and augmented services.
Furthermore, the blueprint will enable the organisation to manage and control individual elements and show any variation to the perceived service delivery process. Variations to this can then be more appropriately managed with contingency plans and assist to keep the customer feeling in-control and relaxed.
Use technology, such as the application to provide a pre-service to customers, in order to collect information to assist all supplementary services better.
This can be further enhanced with the use of a customer relationship management (CRM) system. Enhancing the service for…..
The post Management of Facilitating and supporting/enhancing services
Assignment status: Solved by our experts