Reputation can make or break a mobile services business.
What makes this such a challenging area to master is the way that customer and client expectations have been changing so rapidly over the past decade.
This change has been driven by the emergence of digital communications with on-demand and real-time services replacing the traditional paper-based approaches.
When people look to buy a product or service, they expect to experience a fast, simple and dependable digital process. They don’t want to fill forms or scan paper documents or post letters.
Paper is associated with outdated business practices, with dusty offices filled with relics from a bygone business age - fax machines, photocopies and printers.
Consumer driven demand
A recent study by DocuSign found that 88% of UK consumers expect to be able to sign agreements digitally and 59% thought the use of paper processes created an outdated impression of a business.
It’s these kinds of views which are driving digital transformation - which helps to explain the rise in online shopping and the 2,481 UK retail stores which closed down in 2018.
This same kind of digital shift is something that all mobile services companies are having to tackle and it’s playing an increasing role in forging customer and client relations.
It’s why the switch to a digital management delivers benefits that go way beyond efficiency savings - it’s what is now required to meet the expectations of today’s business environment.
Here are some of the ways this works:
Demonstrating customer focus
If you’re not offering clients and customers the fastest, simplest and most convenient ways to interact then what does that say about your business?
Paper-based processes - the need to manually fill forms and post paperwork - is something that’s increasingly associated with inefficiency and bureaucracy. If there’s a digital alternative - people will take it.
The switching to digital management allows a company to provide a service that’s in tune with people’s expectations and the digitally connected way that they live their lives.
Delivering a reliable service
To be able to build a reputation, you need the basic ability to deliver on what you promise. Goods and services need to arrive at the right time and place, with minimal hassle.
A digital approach helps to ensure this kind of reliability with real-time monitoring providing the kind of management visibility that’s not simply not possible with paper-based communication methods.
A digital approach allows potential problems to be identified early and ensures that everyone within a mobile working team is ‘on the same page’ they know what needs to be and if anything changes, they’ll know about it instantly.
Improved handling of feedback
A major part of building a reputation is the ability to identify issues before they turn into nasty problems. A paperless operation enables this kind of proactive approach with customer feedback integrated into the workflow.
The ability to rate services via a smartphone sends is quick, simple and tells the customer that they matter. It also provides invaluable data on areas of a mobile operation that may need to be improved.
Trying to get this kind of feedback when using a traditional approach is notoriously hard work. Customers will rarely take the time to fill out a paper forms unless there’s some kind of incentive.
Smarter customer support
A paperless approach means that business information is stored in a digital format. With cloud-based tools and management systems, this means that information is instantly accessible.
This is a game changer when it comes to customer service and the ability of teams to respond to inquiries with fast, accurate information.
A well-handled complaint has the power to boost a company’s reputation whereas a poor response runs the risk of negative online ratings, reviews and social media messages.
Providing a transparent process
Delivering mobile goods and services on time is no longer enough. Customers in today’s digitally connected world want the reassurance and peace of mind that comes from being able to follow the process.
It’s something that’s now expected, thanks to consumer services such as Amazon and Uber where each step of the delivery process can be followed in real-time. A paperless approach to mobile working allows this kind of digital information to be shared with customers.
It helps to build trust and provides another way of showing that your business is focused on the needs of its customers and clients.
The benefits of a digital process go far beyond simple efficiency savings. It helps a mobile services business to meet the expectations of an increasingly digitally connected world. In doing so, it plays a vital role in building company reputation and maintaining a dependable service.