Improving customer service experience with records management

Improving customer service experience with records management

Written by Alma Causey on 17 April 2019

The customer experience (CX) is becoming a major priority for businesses, and yes there is such a thing as CX. Research shows that customers are now loyal to those companies that provide the best experience. The cheapest product no longer sways them; 86% of buyers are willing to pay more for an enhanced experience. So if companies want to stay in business, they are going to have to keep with the demands.

One way of making consumers believe in your company's capabilities and the value of your products is to improve the customer service experience. Though there are quite multiple ways to achieve this, one of the most straightforward techniques is through Record Management.

What is Records Management?

Records and documents are used interchangeably. What sets them apart is that a record is legal proof that something or some relationship exists or existed at a particular time. They include contracts, tax documents, legal notices, etc.

Records Management (RM) involves the creation, maintenance, use, and disposal of valuable information required for running operations within the business. It helps to organize and access various paper and digital documents. Not only is it important to promote the general efficiency of the company, but also to protect and store data appropriately, making sure that nothing is lost or overlooked.

How can records management enhance customer service?

You need to find the best possible way to cater to your customers - or risk losing them to the competition. Records management has the potential to boost customer experience. It makes sure that company employees have access to accurate information in a timely and cost-effective manner. Here you will find some of the benefits of setting up a good records management program:

1. Improves response times

Ask anyone, who enjoys being put on hold? Most callers hang up after 1 minute 55 seconds of waiting, 34% won’t call back. The longer the wait, the worse the CX. Having information at your fingertips helps to handle customer inquiries more quickly. And that can only be possible if all the records are in order and up to date.

2. Access to relevant data

Not only do employees need to respond quickly to customer inquiries, but they also need accurate and current information. Enhanced responsiveness allows the company’s representatives to focus on resolving the issues. The more they know, the faster the service, the better the CX. With all the relevant data available to members of sales and customer service staff members, decisions can be made on the spot.

3. Facilitates better decision making

Companies need access to relevant data to make the right decisions quickly. It’s one of the key aspects to staying ahead of the competition. But many times there is a vast quantity of information. Indexing and retrieval capabilities promote functions such as searching and locating files promptly. Employees can then spend more time with customers to resolve or follow up any complex issues proactively.

4. Various integration options

Record management technology can be easily incorporated with other existing applications to make the business stronger. The integration can make it simpler to access information or answer questions immediately. Many times, it’s beneficial to have CRM (Customer Relationship Management) or Contact Management Software tools from Salesmate to acquire every detail about clients, contacts, and customers.

5. Effective retrieval and disposal of records

Not only is it time-consuming to search for a misplaced record, but it’s a waste of working hours. Employees could focus efforts on productive work instead. Companies could end up losing valuable customers because of mismanagement. A well-designed records management system enables efficient record retention as well as disposal.

6. Minimizes the cost of managing records

Records management is a cost-effective way to store information. With the absence of redundant records, time is saved, efficiency is enhanced, and operating costs are reduced. And it allows you to boost your brand through improved customer service.

7. Improves the working environment

Mismanagement of records and unorganized filing systems frequently result in the loss of essential data. It takes a toll on employees by creating a poor working environment and lowering motivation levels. A good record management system reduces labour requirements by aiding in the organization, retrieval, and distribution of records. An automated workflow keeps the staff motivated.

8. Saves time, money, and effort

Maintaining an organized system of records isn’t easy. It takes time, effort, and money to print, file, store, and organize records, not to mention hiring additional staff to handle these responsibilities. With the implementation of proper tools, employee efficiency can peak, and a considerable amount of operating expenses can be cut. And in the event of a disaster, theft, or other loss, vital information can be effortlessly reconstructed.

9. Reduces paperwork

A significant amount of work has already transferred over to the electronic medium. However, there is quite a bit of paper still in circulation. With the implementation of a records management system, the number of duplicate copies can be significantly reduced. Only those which are essential can be retained until needed. This plays an important role in controlling the volume of records and evidently the space required to store them.

10. Preserve important information

A company’s records are a fundamental part of its future. It documents all activities within the organization, providing the base from which further decisions and plans can be made. At the same time, information is categorized into public and private records. Records management helps to protect sensitive, confidential data by granting access only to authorized users.

11. Complete documentation

A company must follow the rules and regulations at all times. Record management technology ensures that records are properly managed and retained while minimizing litigation risks. In the event that documents are missing, severe penalties may be enforced.

How to get started

To vastly improve customer experience, a company needs to develop an efficient and functional records management process. The first step is to convert data to the digital medium to promote uniformity. You may initially need to hire the services of a professional document conversion company to scan records. Upgrading technology (software and hardware) is next. Invest in a document management system and a scanner. Digital records must then be organized, redundant records removed, all records made searchable, and most importantly, allow records to be accessed from anywhere through the cloud. Streamlining tasks will enable you to reach out to customers at any time from any location. Remember, a satisfied customer is a loyal customer.

About the Author

Alma Causey is a Freelance writer by day and sports fan by night. She writes about tech education and health-related issues. Live simply, give generously, watch football and a technology lover.