With a smooth and efficient organization, providing fast and relevant services is the hallmark of agile companies, which are more adaptable to market changes than other companies. Learn how!
90% of CEOs believe that agility is very important or extremely important to their success, and 93% of agile companies report that profit growth from the third quarter of 2019 to the second quarter of 2020 far exceeds the performance of other companies.
Therefore, it is no secret that agile companies are leading the way in business efficiency, which is especially true considering the current situation. But what is their particularity? ” There are basically three, Andrea Ciavarella, Sales Director of European Customer Service Solutions Serve immediately Europe, Middle East and Africa: They effectively manage internal processes, cultivate an innovation-oriented corporate culture, and ultimately involve customers in their thinking about product construction and development. »
Achieve agility
79% of companies are still at the beginning of their agile journey. For those companies that have been successful, they usually have one or more tools, centralized and integrated in the same platform.
« The company’s internal processes, especially in the execution of customer relations, are horizontal and belong to multiple departments.They are in a unique arrangement work process Make them smooth and efficient », designated Andrea Ciavarella. Especially because of these integrated solutions, the company can automate certain low-value-added but necessary tasks and refocus the work of the agents on its core business. ” Agile companies master digital transformation in front and back offices “, Andrecia Varela added.
In addition, for agile companies, ” Symmetry of attention between employees and customers is crucial », stick to Andrea Ciavarella. Therefore, by placing employees and customers at the center of the organization, agile companies seek to be a source of innovation and advice, and remain vigilant about each other’s needs, ensuring that they provide products and services that are directly related to customer expectations.
Agile over time
Therefore, becoming agile is the best way to execute and provide a quality customer experience. But how do you maintain this agility over time? ” Agile companies often benefit from cloud platforms to avoid obsolescence of their tools “, Andrea Ciavarella said, he further pointed out: These workflows can also be expanded as needed; always following the logic of symmetry of attention, by placing users and customers at the center of their systems, companies can ensure that they remain agile. »
Between 2019 and 2020, 59% of agile companies in Europe achieved outstanding customer retention performance, compared to an average of 18% for all companies. A good reason to be agile and stay in this state!
To learn more about the agility achieved by the customer relationship workflow, see the service demos and customer stories on the ServiceNow website.
Source: Comparative Agility Survey, IDC, October 2020
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