Continuous service improvement spans a broad range of initiatives, all designed to improve the omni-channel retail consumer experience.
Serve your customers better
It’s important to ensure solutions implemented by PCMS remain in-line with the evolving needs of your business. Not only will this improve efficiency within your company and existing processes, it also leads to a better customer journey. PCMS help you to adapt processes to improve the service you deliver to keep up with the changing retail landscape. We drive this through day-to-day service delivery and ensure the methodology forms part of our normal practice and is not an afterthought. Continuous service improvement spans a broad range of initiatives; from implementing mechanisms that increase the volume of incidents resolved at first point of contact, through to streamlining administration and management processes with your third parties. By implementing continuous improvement solutions, the PCMS Service Desk helps retailers maintain an excellent level of service to consumers.
Continuous Improvement services include:
- Reduction of repeat calls through route cause and trend analysis
- Improvements on the service management processes
- Knowledge transfer and co-operation with the customer and third party resolver groups