Customer Service Managers Need to Speak Four Languages

Working closely with global distributors and manufacturers, we listen to a wide variety of frustrations. Yet most complaints can be tied to a common theme – that CSR teams are extended beyond capacity. It’s usually a combination of growing order volumes and too much multitasking that’s got every company feeling the struggle.

Between juggling order entries, fielding customer calls, troubleshooting exceptions or errors, handling returns, and delivering actual customer service, it’s no wonder that CSRs are experiencing burnout. And figuring out the solution is your job as the Customer Service Manager. Fortunately, despite the collection of headaches, there is one tool that can alleviate the pressure – sales order automation software.

So let’s imagine you’re convinced yourself about the merits of modernizing your approach to sales order processing. Now you need to build a business case. You need to sell it to your team, the C-suite, other key players within your organization, and maybe even your customers. It’s a big job, but here are a few tips to ease the workload.

The C-Suite. Executives are keen to improve the bottom line, so consider the lower transactional costs per order and better data accuracy, which will lead to fewer returns. With Conexiom, the cost of processing a single order can be reduced by 80%. If that doesn’t make heads turn, we don’t know what will.

The Company. Automation is important for long term success. It offers scalability to handle higher order volumes without adding additional staff, which can be framed as an HR-win, an operational savings, and a competitive advantage.

The Team. Sales order automation eliminates bottlenecks for the CSRs, since customer orders are processed 24/7. Spending less time on tedious manual entry creates space for the CSRs to focus on other tasks, like building customer relationships, delivering proactive customer service and problem solving. Automation leads to higher job satisfaction.

Your Customers. So what’s in it for your customers? Well how about higher accuracy rates and faster order cycles? Maybe even better customer service and higher loyalty too. Select the right solution and it won’t require any changes to the way your customers do business with you. In fact, you don’t even have to tell them if you don’t want to.

If you’re curious about sales order management automation and ready to see if it’s a fit for your business, give us a call. Chances are we’ve helped a company that’s just like yours. And we can help you build a business case too.