Providing immediate access to customers’ service needs
Providing a Streamlined Experience Across All Channels
Advancements in technology have changed the approach and expectations of customer service. Providing a means for speaking to someone when needed is still an essential service that many businesses must provide, but self-service has emerged as the preferred choice for many people. This self-service approach means granting customers the ability to quickly access and receive information without direct involvement from businesses. This is more aligned with new expectations for companies to provide a streamlined experience across all channels. This means that the website, mobile app, customer portal, and physical location should all be in-sync with one another. Companies that can successfully accomplish this will receive high customer satisfaction.
Portals give the customer immediate access to their service needs and businesses benefit with a reduction in support costs. Customers are granted 24/7 access to make purchases and payments while businesses are open to many more opportunities for generating revenue. When portals are planned and implemented appropriately, they have a positive impact on an organisation’s productivity and IT customer satisfaction. A good self-service portal delivers tangible benefits to service desks, end users and the business as a whole.
Building an online charity donation and payment portal
An increasing number of businesses are recognising the benefits of reliable and dedicated portals for improving the company’s overall brand image. Not only that, companies that want to stay ahead of the game need to adapt to the new ways of communication than just following the traditional rules that have defined customer service in the past. Portals provide customers with instant access to information, allow personalisation, and save valuable time and organisational resources. Consequently, 60% of businesses expect to implement portals within the next 12–18 months.
With more than twenty years’ experience partnering organisations to deploy digital initiatives, Arrk continues to lead the way in helping companies select and deliver innovative technology applications. Our user first approach centres our delivery methodology, which is a developed, proven and refined approach to solving complex business and technology problems, FAST.
Our broad, flexible methodology and toolset are capable of being adapted and shaped for a wide range of different Customer needs, whilst retaining at their heart a set of consistent, fundamental core principles.
We can help organisations address strategic change through our trade marked delivery pillars:
Discover & Design
Using our EmbArrk™ discovery methodology we comprehensively define and document the business requirements, which are then used as our guideline to scope and shape the required customer solution.
With our Agile@Arrk™ development methodology, we combine flexible software engineering practices and expertise to deliver as fast as possible using our distributed development teams.
Our software deployment services reduce the release time and makes the process error free. During this phase we consider not only the installation and configuration but also the environment we are deploying to.
Support & Evolve
Maintenance and evolving development ensures solutions are kept healthy to deal with changing technical and business environment and fines tunes all elements to improve system performance and to address vulnerabilities.
Improving Your Customers' Experience
Arrk has a track record of success in self-service portals that drive efficiency, reduce operational costs, encourage employee retention, and improve customer experience. At the heart of our offering are three core portal offerings:
Customers have never been so connected, across social media and beyond. A dedicated portal allows you to engage with them 24/7. Responding quickly to customer demands increases satisfaction, improving retention. Signing enquiries off faster also helps reduce support costs.
You value the relationships you’ve built with suppliers. Offering a central access point keeps them engaged and happy. That relationship is a two-way street. Having partners share information using your portal reduces your admin burden. A competent supplier portal is also a shop window for your business. Including a registration process is a great way to land new suppliers.
Intranet / Employee Portal
Better internal communications begin with a bespoke intranet. Your virtual home should be your employees’ first port of call. The information they need is now just a click away, at any hour of the day, by web or mobile. Personalisation makes it a unique experience for each employee. Where one sees training options at log in, another is reminded to update staff details.
For more information on how Arrk can help your organisation, contact our team today.