2. The technology doesn’t support your customers’ needs
Your customers want lightning-fast information delivered accurately and regularly. The challenge for many companies is the inability to access real-time information and communicate with customers effectively. With outdated, segregated systems, accessing basic information about an order can be a challenge.
Here’s a scenario: The sales team attempts to track down a product update from separate systems, or it must take an extra step to request information from the production team. By the time the team has the information at hand, it already could be out of date and the customer made to wait. Outside processing can be like sending a product out into the abyss, not knowing when it will come back. Employees feel inept and lack confidence in the system, which eventually translates to poor customer satisfaction.
With the right technology, tracking products, accessing customer data, and delivering reports can happen with one click. If your current systems require your team to take several steps or to create workarounds, you could end up with a customer satisfaction problem.
Keeping customers is one issue, but what about attracting new business? When quoting involves unique metal processes such as cutting, bending, burning, and shearing, the ability to deliver accurate quotes and guarantee delivery times is essential. You gain customers’ trust quickly if your team has access to real-time material costs and inventory levels to build fast, accurate quotes. If this isn’t the experience of your customers, it’s possible that your technology is holding you back.