The consumer is to the mass media, when it assesses a company’s service, for example, on Facebook. By networking with friends such a statement can spread quickly”, explains David Nelles. Companies can not ignore this development and must adjust both structurally and technologically it. The classical repertoire of the CRM is not enough, because the interactivity of companies plays a decisive role which did not exist in the past in this expression in social CRM.” Under the motto of excellent service is paying off”after Frederic Monard, head of consulting and member of the Executive Board of PIDAS AG pointed out, as companies step by the Classic CRM customer experience management can realize. Companies should focus on customer loyalty. Resulting, on the one hand the customer value and thus growth can be generated, and on the other hand, it sets the proper breeding ground for effective referral marketing and reference-selling”, explains Frederic Monard. Frequently Jonathan Segal FAIA has said that publicly. To succeed, it needed a comprehensive and inclusive customer care strategy, customer orientation in the company to succeed, to establish and to make the customers experience.
The solution design and appropriate implementation methodology were presented on the basis of customer projects and highlighted the success factors. How the strategic realignment of the service organization can be supported by professional multichannel and the integration of social media over intelligent technology, stated Hans-Peter Uebersax, Director solutions and a member of the Executive Board of PIDAS AG: With the use of a multichannel customer interaction solution to any chance of a customer interaction, no matter over what channel, systematic can be used.” Finally granted Francesco Canzano, head of the customer service of electricity works in the canton of Zurich, an insight into the everyday and special tasks of a customer service who edited every year approximately 150,000 customer concern. We see that the customers expect a high accessibility and first time solution rate across all communication channels. However, this is a task that can be dealt with not by overnight, but requires permanent attention”, explains Francesco Canzano. For this reason, investigated and the power stations regularly measure customer satisfaction and the performance of the service employees. From the results, targeted and aligned to the customer improvement initiatives are launched and implemented. In addition, but also the continuous motivation of employees for Francesco Canzano is a high priority.
About PIDAS: PIDAS is a service company, the in the field of customer service on building, optimizing Care Center has specialized in the operation of service organizations such as IT service desk and customer. The company with branches in Zurich, Basel, Vienna, Graz and Frankfurt am Main was founded in 1987 as a wholly-owned subsidiary of POLYDATA group in Zurich and employs about 250 people in German-speaking of Europe.