Why Focus On Information Systems? Evolving Customer Expectations

Why Focus On Information Systems? Evolving Customer Expectations

Part One of Why Focus On Information Systems?

Many enterprises fall behind the competition when they fail to realize their success is tied to their information systems. How these systems operate defines how the entire enterprise operates, and how it communicates with people reflects how your enterprise does so as well.

In the face of evolving customer expectations, enterprises need to innovate to meet consumer wants. People are becoming more used to receiving replies in real-time from companies they interact with. No matter where they are in the world, they should have the ability to do business with you. Aiding them with self-service solutions allows them to create transactions without needing to wait for human decisions. Manufacturers, partners, customers and others in the chain have changed their expectations, and enterprises that wish to succeed in the long term have to reevaluate their traditional systems.

Expectations of Real-Time Responses

Consumers interacting with the banking industry previously had to wait several days or weeks to receive responses regarding applications or inquiries. With new systems in place, immediate responses to basic requests are now the norm. Across multiple industries, many major transactions are done online, without any waiting for a decision or risk of human error. This is the new minimum that consumers expect of organizations in every industry. Regardless of their location or the time of their request, they anticipate immediate responses.

This poses a challenge to several enterprises that have people involved in their business processes. These types of processes are unable to compete with those who deal in real-time. While people are more varied with responses, they simply cannot respond as quickly as systems can. If an enterprise’s current information systems are not capable of real-time operations, then the enterprise fails to meet these specific consumer expectations.

The Always-On Dilemma

The majority of the modern world is constantly connected or “always on”. With the mass availability of smart phones, internet connections and other relevant technologies, consumers are more than likely always wanting something out of an organization.

Hiring employees for your support team to handle concerns 24/7 is a costly option, even if you decide to outsource support. Opting for local support is even more unpractical for many organizations. With a new class of system, organizations can support their employees, interact with clients, partners and even enterprise equipment. These new systems should also be able to allow the organization to respond in the right manner every time a request is made.

It’s time to add a new class of system to your organization. More questions about how Decision Management Systems can help you meet consumer expectations? Contact us for a free consultation.