Technology

Under the spotlight to achieve ROI

There has been a lot of pressure on the technology industry over the last few years. This sector has been under the spotlight to achieve ROI following the implementation of new technology. This has never been more the case than in the contact centre arena where there are numerous examples of CRM projects cited as failing to deliver to the expectations of the organisation. Furthermore, with the fall of the dot com era, where a large number of technology companies were actively involved, many companies went out of business and considerable consolidation took place, limiting the market to a few key players.

At the same time customers for technology companies have been facing a difficult economic position and while often not cancelling investment in technology, have at least delayed projects. Pressure is on the IT Director of every company to get more out of existing technology investments by spending less.

Survival of the fittest

It is interesting to note that while some companies, such as IBM and Microsoft, continue to grow and return healthy profits for their shareholders; others are making heavy losses. Those companies that will survive and grow in these times are those that can differentiate themselves and demonstrate that technology investment will provide a bottom line return. As with every industry, product differentiators are few and far between, so companies are focusing on improving the customer experience to gain loyal customers.

Exceeding the expectations of the customer

For technology companies, the primary point where they interact with their customers is through their help and support desks. Those companies that can increase efficiency whilst providing excellence in customer service will be able to maintain loyal customers. How many companies spend huge amounts in time and expense to gain a customer, only to subsequently lose them through poor customer service?

Working side by side

Excell is very much part of the technology industry and has experienced the issues that face others first hand. Using the lessons learned from our own experiences we have helped a number of organisations in this sector increase their competitive advantage, acquire and retain customers and improve profitability. We have a clear understanding of the issues facing the technology industry and working with an organisation, can create a solution that will deliver results.

To view a selction of Excell customer case studies, visit our Case Study pages