Knowledge, Information and Revenue
In organizations where information is not tracked, all knowledge walks out the door when an employee leaves.
Technology is transforming from a “nice-to-have” strategy to a “must-have” factor. Mosts businesses claim they provider “superior service” as a reason for why they are different from their competitors. However, they are unable to quantify the service they provide. Typically, documentation is done with paper notes or simply by typing notes into some database-type system. Most cannot produce a report on the type of calls, response times, or which customers are having the most or least issues with which type of business line.
What happens when your contact (employee) leaves the firm? That is when your value comes into question because you don’t know the history of the customer relationship. Alleviate the issue by retaining knowledge within your organization.
For those of us in regulated businesses we have some experience with document retention requirements. But benefits could be gleaned by documenting the whole process. Documentation analyzed and utilized can add value to the customer’s experience and put more revenue into your pocket.