According to Forbes, it costs you five times more to gain new customers than it does to keep your existing ones.
With this revealing statistic in mind, it makes sense to do all that you can to provide an exceptional experience for your customers when they do business with you.
Customer expectations are rising, placing businesses under increasing pressure to perform better and faster.
At the heart of this performance is information flow. How well your organisation’s day-to-day processes and systems interact has an enormous impact on efficiency, customer satisfaction and ultimately profitability.
Out of these three factors, customer satisfaction is the most crucial. If your processes and systems cause delays, errors or confusion for customers, many will not wait around or give you a second chance - they will go elsewhere.
Improve Customer Satisfaction with Workflow
Workflow automation can greatly improve your company’s ability to deliver what your customers want, when they want it.
The way your organisation interacts with clients contributes to your unique point of difference and bolsters your competitive advantage. So, workflow automation can help you to ensure the ‘what’ is done correctly, but also to package the ‘how’ in such a way that will give you the edge in the market.
Here we explore three key ways that process automation can benefit your customers:
1. Increased Efficiency
It might be an old adage, but it still rings true today: time is money.
Workflow automation provides valuable real-time insights into what works and what doesn’t within your existing systems, helping you identify ways to streamline, refine and improve.
It also facilitates optimal information flow throughout your organisation, leading to greater consistency, timeliness and accuracy of everyday functions.
Workflow automation enables your business to act quickly and flexibly every step of the way - from answering an enquiry, to processing an order or following up post-sale concerns - so your customers always feel their needs are being met.
2. Better Communication
Communication methods may have evolved, but customer expectations have not.
A major cause of frustration for many customers is unclear, inconsistent or inadequate communication. Customers are increasingly looking for ways to simplify their lives and save time, but they still want to be kept informed.
Workflow management software provides an effective way to standardise your customer service process to ensure consistency and demonstrate reliability.
It can also guide customers through your business process, providing regular touch points that give them confidence in your service and make them feel valued by your business.
3. Digital Optimisation
Digitisation has already streamlined many aspects of today’s business world.
However, there is potential for even greater benefit when an organisation digitally optimises more than one variable in their business.
One of the greatest advantages of workflow automation is it’s flexibility. You don’t need to be limited to document-related tasks.
It can be applied to every touch point in your business including financial, accounts, sales and support. This will ensure your customers receive consistent and responsive service, whether they are filling out a form, talking to a staff member or paying a bill.
Customers also enjoy the flow-on benefit of optimisation where a company can focus more fully on ways to improve and deliver better service.
The Ultimate Driver of Business Growth
Automating your business provides a range of operational and strategic benefits.
It eliminates many of the bottlenecks that exist in traditional manual processes, improves efficiency, communication and gives management the real-time data needed to stay competitive.
The two stand-out benefits and perhaps the ultimate drivers of business growth are:
The ability to anticipate, respond to and satisfy your customers’ needs.
The ability to deliver in a consistent way thus building greater sustainability for your business.
A happy customer is a returning customer and automated workflow helps to keep your customers satisfied.
Using Nimblex to make your organisation deliver better customer service
Whether you have a straightforward sequential workflow or a complicated workflow, we can configure an automation that fits your business and helps deliver exceptional customer service. We tailor our solutions to best represent your competitive advantage on how you like to work.
Find out more about how Nimblex creates automated dynamic workflows.