The Data Value Less Talked About: Excellent Customer Service

For many organisations around the world, the most valuable asset in the business is data.

But when it comes to managing their most valuable asset, history shows that there are a number of typical issues and hurdles that arise.

These issues can include:

  • Maintaining consistency, versions and data flow via control mechanisms
  • Navigating complicated data entry systems
  • Sifting through fragmented data
  • Managing multiple sites or projects, particularly in remote areas, and
  • Dealing with knowledge gaps over a project life cycle due to high staff turnover.

When a mine site, environemental group or junior explorer sets out to get their data sorted, there’s one more issue they need to consider.

What type of customer service will they get from their data capture and data management provider?

 

The risks of less optimal service delivery 

Buying a product vs a service

 When appointing a data management provider, many business leaders don’t realise that they’re in fact only buying or renting the use of the product. Important and valuable support services may not be included and they’re unaware at the time how critical the support services are. This means they’re left with a product with potentially costly training and support for the set up and  ongoing management of the system.

Lock in contracts

 When contracts are locked in without the services mapped out, it can be very difficult to get out of the contract to move to a provider which delivers the services you need.

Visibility of fee structures

 If customer service isn’t built into your agreement upfront and you find that you need more support than was projected, it’s likely you’ll be paying extra for it. Transparency is critical and no one wants bill shock.

Slow response times

If data is one of the most valuable assets of a business, then support services need to be fast. If your provider has slow response times to questions or issues, there’s a negative impact to your business operations.

Rigid support structures

You may need a lot of support or you may just need a little bit of support. Scalability and flexibility is key. If the services you receive are rigid and not allowing for your unique circumstances, it may mean you’re achieving a less optimal outcome for your business operations by being forced into someone else’s box.

 

The benefits of excellent customer service

Deeper understanding of your needs

 Excellent customer service means having access to approachable, knowledgeable and patient providers who deeply understand the issues your organisation faces and has the experience to provide meaningful solutions.

Quick response times

 Accurate and immediate data is critical – that’s why the hallmark of excellent customer service is in delivering fast response times with solutions that can quickly eradicate any problems. When something goes wrong, you need someone you can call who can fix it quickly.

Flexible

 Every organisation is different and has a unique set of needs, infrastructure, people and experience. That’s why customer service that is flexible and can adapt to changing needs is paramount.

Reliable

 Reliability is key to excellent customer service. Data accuracy depends on it, which means your bottom line depends on it.

The quality of customer service can make all the difference

 Here at Expedio, delivering accurate, reliable and immediate data for you using our highly innovative Toolbox is our priority. Doing so with superior customer service is what sets us apart from the rest.

Don’t just take our word for it. Discover how we’ve delivered value and excellent customer service for a wide range of other businesses.

Leave a Reply

Your email address will not be published. Required fields are marked *