The role of customer service in organizations has probably never been as important or as difficult as it is now. Competition has spread globally, product life cycles have been reduced, and customization has become more common. The end result is that products and services have become quite complex, and, in response, firms have generated mountains of documents outlining how their products operate as well as policies and procedures detailing how to support them. Companies are trying to consolidate that information and present relevant data to users on an as-needed basis.
When it comes to data, organizations continue to struggle with two conflicting goals. On one hand, they want to collect and consolidate information to streamline their operations. On the other hand, data repositories often sprout up in an ad hoc fashion, so it becomes difficult, and in some cases impossible to make sense of an organization's millions and even billions of records.
To solve this problem, organizations first have to uncover the whereabouts of all of their data, which usually is scattered randomly throughout the organization. Next they need to determine how to integrate their various information sources. Finally, they have to find funding for the project. If the integration is achieved, which could be a multi-year process in large enterprises, the potential benefits are great: streamlined operations, lower service costs, and improved customer satisfaction.
Galaxy Consulting has 16 years experience solving this problem. We have helped many organization to organize their knowledge and thus increase their efficiency and productivity, improve compliance, and save cost. We can do the same for you. Contact us today for a free, no obligation consultation!