September 22, 2009 by MSI
Just fifteen years ago the most innovative and tech forward companies were rushing to establish their brand presence online through the creation of a simple website. Today organizations in both the B2B and B2C marketplaces are investing significant time and money in self-service technology applications. Driven not only be a need for enhanced internal efficiency but also by customer preferences, companies are working to provide customers on every level the opportunity to manage accounts, receive status updates, and even chat live with a customer service representative 24/7.
Within the relocation industry service providers have continued to expand their investments in self-service options; an effort aimed at increasing the overall customer experience while not replacing or impacting the core personalized service. On the client side, corporate client contacts today seek a myriad of self-service options ranging from status activity and general information to reporting and even processing and tracking of employee exceptions. On the transferee/assignee side, individuals are seeking convenient 24/7/365 access to their individual file status updates, the ability to submit expenses online and the ability to contact their relocation counselor via secure chat.
As an organization we, like the majority of service providers in the relocation industry, are committed to continued investment in self-service technology tools. They improve our efficiency and our overall service to the client and the relocating employee. We provide personalized, high-touch services to both corporate clients and relocating employees and we now look to strike the right balance between on-line tools and the foundation of our service, which is our people and the individual advocacy and assistance they provide. What is the future of self-service tools and will it impact the effectiveness of service to the employee?
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