All business owners intend to grow their business. But first, they must ensure customer satisfaction with an effective and reliable delivery of services.
However, as a business expands, it becomes harder to maintain the same standards across multiple outlets or franchisees. Without an effective means to communicate with outlets and gauge their adherence to the brand’s SOP, a growing business may soon find a huge dent to its once-stellar reputation for dependable service. After all, each outlet or franchisee can have its own interpretation of what constitutes as the standard quality of service. And it only takes one rogue outlet for customers to judge a drop in the brand’s overall quality.
When we speak of customer service, this means any point in the business process that comes in contact with customers. This includes the first call or email, receiving customers instore, delivering the product and service, or all after sales contacts. Customer service means being on top of understanding customer needs, designing the training programs that help to communicate the brand essence and auditing the success of brand service delivery. This also entails frequent & effective communication, monitoring and management of customer service failures.
Business owners today need to manage all these points of service delivery simultaneously. Having all these consolidated in one ERP platform can greatly reduce the instances of service failures, increase customer service consistency and quality, and allow the brand to grow in a sustainable fashion.
Tree AMS is one such technology made available to SME’s as a cloud technology solution. This technology helps businesses manage the various demands of expansion on a single dashboard. Being on top of the various business processes that affect customer touchpoints help ensure customer service consistency across its multi-point, multi-country business.
Tree AMS helps maintain excellent service delivery across all outlets and franchisees by facilitating connectivity. With just a one-time update through Tree AMS, all relevant outlets will immediately receive correct procedures or any updates on standard operations. Change for all outlets can take place in a matter of hours and days instead of weeks and months.
To prevent quality deterioration across outlets, businesses need audits to identify nonconformance in standard operating procedures. Tree’s audit system generates checklists specially tailored for each individual brand. Once gaps and non-conformances are found, business owners can take corrective action. At this stage, management may also use information gleaned from the audit to ensure major deviations from SOP do not happen again.
Through Tree AMS, data pertinent to growing the business are easily extracted and viewed. Information from all outlets is organized and analysed automatically to provide the user with a better picture of the brand’s performance. With this, management can track performance across outlets and make better decisions in the level of assistance to be given for each outlet. Furthermore, business owners can use this information to design strategies that grow the business further.