The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
What's the difference between a short-term policy and a long-term strategy? All too often, it's the difference between some limited revenues and sustainable profitability. Folklore has a very apt phrase for it: “Penny-wise, pound foolish.” In more corporate terminology, “The exclusive focus on immediate gains may put long range profits at risk.” In an era where companies constantly talk of the need for 360-degree views of the customer, Customer Relationship Management and of the importance of customer retention, why is it so easy to find myriads of examples wherein valuable customer relationships are mismanaged and lost?

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It's time for a change, for something new to be added to the Contact Center Technology Suite. Currently, there are at least 70 manufacturers of what might be called Case Management Systems for customer contact centers. A good CMS resource is a requirement for any customer contact center that wants to be effective. However, the implementation and use of a CMS application, while it can help you to manage cases, will not guarantee effective management of the center itself. It's time for a change; are you ready to be a part of it?

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CEO's of SaaS companies are beginning to notice a couple of vital aspects of their customer support operations. Their first wake-up call is the realization that they can't afford to staff their support team in the traditional way. The economics of an incremental income stream profits-realization model has no room for a cost-center support operation. The second realization is that they don't need as much of a support team. But in the space between those two realizations, there is a significant risk of a lost major opportunity. The SaaS model can indeed have a dramatically lowered product support burden for the manufacturer. It can also offer a powerful transition into customer centricity for those wise enough to take advantage of it.

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The process whereby a company selects contact center technology tools, such as a case management system, is clearly broken. The deck is stacked against success. The functionality that is most needed, that would help centers to be run effectively and profitably -- and their customers to be properly served, is not even being offered. It's time for a change, a new approach. What the industry needs is a better way to select and deploy customer contact center management technology, one that will be focused on profitability and enable authentic customer centricity.

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