Telecom expense management (TEM) software is revolutionizing the customer service landscape. Gone are the days of not knowing which employees have access to company mobile devices. And gone are the days of having to spend wasted dollars on unnecessary wireless expenses. Let's take a closer look at how TEM software can improve customer service and other ways it can improve your daily operations.
Better Management of Employees
Have you ever came into contact with a business only to be directed to a specific employee? Once the employee picked up your call, you came to discover that you were actually speaking with someone who could not help you with your inquiry. With TEM software, it becomes easier for businesses to avoid this error. TEM software provides a visibility across the entire organization to determine which employees have access to the mobile devices they need to best handle a specific customer's inquiry.
Not only does TEM software allow you to pinpoint which employee has the adequate mobile devices to handle a customer's inquiry, but you in some instances, you may be able to identify the real-time location of such employee, which can greatly enhance the overall customer experience.
Take for example you operate a heating and cooling company. A customer in Louisville, KY calls in with an emergency request to have an air conditioner repaired. With TEM software, you can access information relating to your technicians' mobile devices, including the devices' service carriers. Let's say your technicians' service carrier is Verizon. Now you can log into your Verizon account and pull of real-time info regarding each technician's geographical location; this will allow you to contact the technician who is closest to the customer in need of an emergency repair.
Having this information at your fingertips is an excellent way to take full advantage of your wireless assets, including company mobile phones. You can easily determine which technician can most efficiently tend to certain jobs based on geographical location data.
More Money to Spend on Customer Service
It is also with TEM software that you are going to enjoy a reduction in your mobile wireless expenses. The data stored in the TEM software provides a bird's eye view of your mobile assets as well as their usage. If you are overpaying for service on certain mobile assets, you will be able to calculate how much service you actually need. You can then contact the service carrier and negotiate a plan that better suits your needs. In doing this, you can greatly reduce the overall cost of your mobile expenses.
Employees working in your procurement and IT divisions will be able to streamline the collection of mobile device expenses, including billing information. If any overcharges are taking place, they can be identified immediately and the appropriate service carrier can be contacted to resolve the error. When left unattended for an extended period of time, billing errors can cost you thousands of dollars.
As you start saving money on mobile expenses, you can then allocate it toward other pertinent core functions, such as customer service.
Imagine having an extra $5,000 a year to spend on customer service.
You can use these funds to implement customer service strategies that you were priorly unable to due to budget constraints.
Keeping track your mobile assets and all of the bills that come along with them can be a headache. When you have the right software in place, however, to track such assets and expenses, you can be well on your way to serving your customers better.
About the Author: Chantel Soumis
Chantel Soumis brings over a decade of knowledge in workflow enhancement through the use of technology. Chantel studied marketing communications and business administration at Franklin University and proceeded to work in a fast, ambitious environment, assuring client delight in the healthcare and pharmaceutical industries. Passionate about project productivity and streamlining workflows through the use of technology, Chantel strives to inform organizations of Valicom’s advanced telecom expense management software and services by mastering communications and messaging while delivering helpful information and supporting resources.