Insights and Resources

    Improving customer experience by spending less time in the office

    31 Jan 2018

    Mobile working is nothing new, but thanks to advances in technology and organisational thinking, more employees now have the ability to work effectively while out of office, which is helping them to exceed their customers' expectations.

     

    The prevalence of high speed mobile networks and the omnipresent and often free Wi-Fi has allowed workers to get out of the office yet stay connected with co-workers and clients. The use of tablets and smartphones is becoming more commonplace, replacing heavy laptops as well as briefcases stuffed full of confidential papers.

     

    More and more organisations are now embracing the opportunities mobile working can bring as it allows businesses to be more flexible, productive and efficient. Employees appreciate the fact that these technologies are familiar and easy to use, and give them the ability to stay in contact with both co-workers and customers when out of the office. Research shows that this independence and autonomy leads to more satisfied employees, which in turn leads to a boost in customer service.

     

    Organisational sales forces have long been remotely connected, but other customer facing roles should be using the same connectivity to bring efficiency gains and improve the customer experience. One such role is the previously office based caseworkers, who may be frequently out on the road, moving from meeting to meeting with clients, yet unable to complete certain tasks until they get back to the office in the evening. Equiniti has developed an application for public and private sector organisations that solves this particular problem and effectively cuts out the inconvenience and frustration of having to go back and forth to the office.

     

    Caseworkers often use a notepad or laptop to take notes and complete forms, and may need to take documents such as passports and official certificates away to scan, giving them accountability and responsibility for its management and safe return. The use of a laptop in this scenario puts up a physical (and arguably a psychological) barrier, which can result in a poor and intrusive experience for the client.

     

    If the caseworker has access to a tablet based Mobile Worker app then they can remove that barrier and can easily take notes, complete official forms and scan documents, saving and sharing them with co-workers in real time.

     

    By better supporting remote workers and providing them with the technology they need, the company is allowing them to spend their time where it has the greatest impact – namely the building of more meaningful relationships with customers. We’re seeing an increasing number of organisations adopt a ‘remote-first’ culture in which the needs of remote workers are identified and understood, and the necessary processes and systems are put in place to ensure mobile workers can work as flexibly and productively as possible.

     

    Equiniti’s Mobile Workforce application represents the next generation of case management - offering a better way to interact with clients and capture information out on the field. The feeling of autonomy and empowerment remote workers gain from using finely tuned technology and applications also means they are in a better position to meet deadlines and targets, and ensures they offer a superior customer service along the way.

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