Acquiring interest from a customer takes a significant investment of time and resources for the company, but those efforts can be wasted if your business does not integrate a successful service delivery management system to coordinate the elements of the sale. With the right system in place your company will provide better customer service, faster product delivery and increase the value of each customer.
These seven elements are some of the most important aspects of a successful service delivery management system, and should be a part of any system you adopt.
Element #1: Interdepartmental Communication
A service delivery management system must be able to share information between departments with minimal input from the user. Proper systems automatically migrate data from customer information sheets created by the sales staff to the billing department, fulfillment office and other parts of the company to reduce the time that it takes to get from a customer order to payment on that order.
Element #2: Dynamic Updates
If the system syncs between departments, it needs to update dynamically, so any changes show up immediately in the customer's information. This way departments don't have to wait hours or days to get current information.
Element #3: Sales Pipeline
Good salespeople are made, not born, and your service delivery management tools can help you mold your sales force. A guided pipeline provides everyone on the sales staff with the tools necessary to move from customer inquiry to closing the deal. You can also monitor the progress of a sale by checking in on where it's at in the pipeline.
Element #4: Upselling Tools
Not every person on your sales staff is intimately familiar with every product or service that your company offers. Upselling tools in the service delivery management system prompt employees to make larger sales by showing them complimentary products or services that a customer might want, based on that customer's purchase history. In doing so, the total value of the customer increases with every purchase.
Element #5: Bundling
Much like upselling, the ability to offer bundled products or services through your system makes consumers feel like they are getting great value for their money. Bundled purchases save the customer money over buying the items piecemeal, but it increases the total value of every purchase for a minimal investment of time or energy from the sales staff.
Element #6: Automated Alerts
Once a company grows beyond a handful of employees it's extremely difficult to micromanage them and make sure they are meeting deadlines and project milestones. Automated alerts within your service delivery management system tell you right away when an employee failed to fulfill preset requirements for a project, and that allows you to step in to adjust the deadline or assess the progress of the team.
Element #7: Checklists
To succeed in project management, you must be good at defining the various stages of a project and setting timetables for work to be complete. Inside your service delivery management system you should be able to create project checklists for any activity that your employees do, from discussing a potential sale with a customer, organizing inventory or drafting notes for a project. Checklists become the guideposts that your employees need to stay on track, with the benefit of giving you a concrete way to measure progress on a multi-stage project.
Effective service delivery management improves your business by reducing the amount of time between inquiry or pitch and the close of a sale, coordinate large projects, speed the delivery process and offer customers a more satisfying experience. These seven elements are essential parts of good service management systems and should be included in any system that your company contracts.