“Prioritise the channels that you know your customers want to use ”
DENIS PYTEL SOLUTIONS ARCHITECT , ATLANTIC TECHNOLOGIES
glide through the build . Too many projects get stuck in build because they didn ’ t invest enough time and resources throughout the design phase . Developers have too many questions when designs are vague ; this slows down the build and can lead to mistakes that are not noticed until later testing , when they are expensive to resolve .
“ Work with a technology partner that is focused on getting you early wins . The sooner the project starts to deliver value , the better – even if features are limited in the first iteration .”
Think about service channels “ What kind of channels are you currently using ? Is it phone , email , live chat , self service portal – and what channels do you want to have ? Remember , more isn ’ t always better ,” says Pytel firmly . “ Prioritise the channels that you know your customers want to use , and make sure the experience is as high as possible on each . In today ’ s environment , that also means making sure customers do as much as possible in the channels they enjoy and minimising the need to switch between them .”
Customer centricity “ Every decision should be made with the customer in the front of your mind ,” says Pytel . “ Too often , businesses make a decision that ’ s easier for them without giving a thought to how it will impact the customer . Think about creating the best possible experience for your customers . Choosing the easiest route , or the one that is most scalable , will be irrelevant if customers decide not to use your services because of their experience .”
Pick the right technology “ It might sound obvious , but it is important to choose a technology platform that can fully integrate with your existing ERP and other
94 June 2022