We are not alone in feeling that life has become more technology-based. Organizations, too, are aware of the change and are trying to face it by developing new systems, making services accessible over the internet, reducing the number of physical branches and centers, and more. Rami Jaulus, NGG CEO, speaks of the process shaking up companies
The use of social media and the internet in general to gather information and make comparisons reduces customer traffic in companies’ stores and branches and the scope of phone calls for attaining information. The growing customer preference for self-service, even when it comes to setting up appointments, as well as for making a purchase or receiving some type of service, reduces the need to arrive in person at stores and branches. At the same time, the sense of security in internet consumption and the accessibility of online bank and credit card services are on the rise and strengthen the self-service trend.
All of these reduce the need for manpower in managing the relationship with customers and heighten the need for service providers with a high degree of specialization. Customers approaching a service provider are already informed and expect much more from company reps than they did in the past.
Services are transitioning to technological means. Great system and technological development affect the types of positions in the information system divisions. At the same time, external service providers are developing. These supply customers with solutions they don’t have at home, such as applications, websites, digital campaigns, and so on. All of these are consumed by companies via expert service providers. General service providers in companies are disappearing and their place is being taken by greater expertise and specialization.
Several real life examples:
Banks are reducing the number of branches and regional headquarters they’ve been operating.
Insurance companies are working directly via phone hotlines and websites, rendering large parts of the agents’ job redundant.
Car companies provide access to information and selection of an automobile via the internet, and allow customers to make appointments, monitor vehicle performance, access online identification, and more.
Decrease and specialization of service providers:
The number of service providers is dropping. Those who remain are the experts in their fields. While the scope of the call centers has not yet gone down, the teams are more specialized. It is already apparent that there is a change in the type of incoming calls.
Companies are moving operational activities to special centers in order to reduce the deployment of their services. They are also working to computerize most activity in order to reduce unnecessary activity.
Technology makes it possible to move paperwork over to computerized means and for customers to sign on screens. This reduces the actions needed for execution of a sale.
The bottom line – everything in the organization is shifting:
- Service is moving from the forefront of the organization to behind the scenes.
- Services are moving from human to computer execution.
- Jobs are being redefined. Some are being split while others are being phased out.
- Accessibility of services is shifting to digital and telephone platforms, and from the telephone to digital.
- Organizations are reducing costly geographical deployment, reexamining their physical spread, and changing its nature.
Everything is shifting and everything is changing.