PIDAS Determines Trends In Service Organizations

Stability and functionality for software in the customer service critical Basel, the 9 may 2013 suggests the increasing importance of customer service as a competitive factor is also the requirements settled in, providing enterprise software and service provider in the field of customer care. The current PIDAS customer study 2013 provides interesting evidence. The service company with offices in the entire region of the roof specializes in the area of customer service building, optimization, and the operation of service organizations in the business and IT environment. Now, PIDAS published the results of their international study. The trend is quite clear away from the generalist in the field of management consulting and to specialized niche experts who are familiar with the complex subject of customer care. This is a central insight of our investigation,”explains Werner Hoppler by PIDAS. Companies that want to improve their customer service effectively, find consultants and service providers here have developed a solid expertise increasingly.” As essential properties, which must have a service provider from the perspective of the companies surveyed, the feature was competence”mentioned most frequently. Practice and the personal contact to the consulting firm the decision-makers in the customer service are also very important.

Also the degree of individualization of services as well as trust between companies and consultants are very important. The manner of communication between service providers such as PIDAS and a company that wants to increase its service quality, is also critical,”Reinhard Paul summarizes. This hardly surprising because only a service provider that communicates professionally with his customers, can occur credible as an expert for service organizations.” The study asked what characteristics from an enterprise perspective software must have, which is designed to support customer service delivers some surprising results. As the most important feature here called the functionality with a value of 9.4 on a scale from 0 to 10.

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