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Customer Service

This category contains 14 posts

To Be or not To Be; what is the process?

Recently, I helped a client think through the design of one of their service delivery processes. They currently have a heavily paper-based process that involves lots of form-filling and transferring information between various IT systems. The To Be process would make use of a CRM system the client had invested in to support other processes … Continue reading

Implementing Lean? Don’t lose sight of the customer!

I’ve previously written that too many Lean implementations (particularly in the public sector) have forgotten that it’s people who deliver services and if their attitude, behaviours or skills are poor, no amount of lean processes will make a difference to customer satisfaction. I was reminded of that by an article in a national newspaper describing the … Continue reading

ISIS Papyrus Open House 2014: Customers are people!

I was pleased to be invited to the ISIS Papyrus Open House and User Conference held on June 19th at their UK head office.  This year, there was a strong focus throughout the presentations on customer experience and how the ISIS Papyrus solutions can bring that to life. Max Pucher is always an interesting and … Continue reading

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