ThrottleNet

Managed IT services, support and cybersecurity

Using Technology to Improve Customer Experience

employee access

Give Your Customers an Amazing Experience

Customer experience has always been important to successful businesses, and especially so today. As we grapple with the chaos COVID-19 has caused, companies are identifying new opportunities to delight customers and win more business. With people increasingly turning to software and online services to meet their needs, businesses need to leverage the appropriate technology to serve them. While completing this new digital transformation, companies should take the opportunity to create an amazing and memorable customer experience. Adaptable businesses will be able to survive and thrive even in the wake of a global pandemic.

Seven Ways to Improve Customer Experience with Technology

Building a strong business technology foundation so you have the opportunity to operate, communicate, and serve your customers online. When business leaders are struggling to see the big picture, thinking about the following seven facets of the customer experience may help.

1 – Continuity

Can your business roll with the punches and maintain continuous operations when circumstances change quickly? If your technology failed you when employees transitioned to remote work, it’s time to implement secure remote access and equip your team with the appropriate devices and software.

2 – Communication

Modern customers expect to be able to get in touch with you easily and conveniently. When they reach out, they want to make certain they are heard. Minimizing wait time for responses and resolutions makes people feel cared for, especially when there are systems in place that keep them updated along the way.

Leverage technology in a way that prepares you to listen and respond effectively via email, phone, and online outreach channels. Leverage tools like the cloud for things like documents, forms, and templates. Use VOIP phone systems to route calls, monitor communications, record calls, and more. Facilitate good customer communication by giving your employees accurate and up-to-date customer and business data. Follow through with clear and effective communications during the entire customer experience.

The goal should be to unify your communications systems so they can work together and power up your business efficiency and service quality.

3 – Software

Depending on the nature of your company, your software needs may go much deeper than communication. When you work with a trustworthy and experienced MSP, you’ll get access to the right tools and advanced integrations that bring it all together. An MSP can also help you customize your software to configure it for your specific business needs.

4 – Security

Some consumers are still nervous about moving their customer experiences to the digital realm. They are wise to be cautious about security. Outsource your cybersecurity if that’s what it takes to build trust and make everyone confident that your customer data is safe.

5 – Training

Employees should feel confident and comfortable with the technology systems they rely on to do their jobs. Customers get uneasy when the staff is struggling and getting frustrated. Better tools, role-based configurations, and effective training will eliminate headaches

6 – Business Data

Protecting data is only part of what the best MSPs in St. Louis can do. Better IT also produces better data in the first place, which allows you to refine business processes and improve customer experience.

7 – IT Recovery Solutions

Do you remember the time your company was down for a minute but got right back online? Probably not, because there’s nothing to remember. Downtime that lasts hours or days, though, is much more memorable for employees and customers alike.

Gartner has estimated that downtime costs businesses an average of $5,600 per minute (over $300,000 per hour), and that was back in 2014. Now it’s even more important to address problems and bounce back quickly. Every minute matters, so make sure your IT support team has a good backup strategy and disaster recovery plan.

Best St. Louis MSP to Improve Customer Experience

When you’re focused on improving customer experience, the right technology can make all of the difference. Here at ThrottleNet, we’re consistently rated as the top MSP in St. Louis because of our ability to work across a variety of different industries. No matter your specific business needs, we’ll find a way to improve customer experience in a way that helps you win more repeat business. Contact us today, and our experts will put together a customized plan for you.

According to a recent study done by Ivanti, in many cases, network access is not always removed when an employee is terminated or leaves the company. This can cause concerns with the high risk of both data theft, and sabotage.

Many times, previous employees of a company take sensitive data from the previous employer to a new employer and conduct malicious attacks once they are terminated. With regard to new employee onboarding, approximately 85% reported not having access to all the proper resources needed to complete their work when first joining the company.

Access Rights

Compliance with employee’s access rights also can cause trouble with the on-boarding or off-boarding process of a company. Access rights to secured data and applications tend to take a while to be removed, leaving the terminated employee left with what has the potential to be sensitive data. Changes of access rights also tend to be slow to apply, if they are applied at all. This can make it difficult for new employees getting their daily tasks completed.

When a group of individuals was asked if they knew a former employee that still has access to company systems, over 50 percent said yes. This leads to risks of data leakage, cyberattacks through unmanaged accounts, and malicious data theft. Some of the reported causes of these IT issues were due to poorly defined processes, such as automation problems and a lack of resources.

Helpful Tips to Avoid Any Issues

  1. Make sure your company has a specific process to handle employee changes, such as when employees are terminated, leave the company, or are newly hired
  2. Document workstation requirements
  3. Develop a detailed process for handling security access to internal systems to ensure the process is as timely as possible
  4. Partner with IT professionals who can provide you and your company the resources and processes you need to avoid any issues

Working with IT professionals can make your life much easier when dealing with new and old employees. ThrottleNet can help ensure your company’s sensitive data isn’t going to be taken with the employee being terminated. Contact ThrottleNet today to keep your company’s data and applications secured!