There was a concept when the front and back office are two different entities – not the current CRM idea. This is the time when people of the front office have to talk face-to-face with customers and they are required to dress and perhaps bathe daily as well as develop good manners and communication skills. This is also the time when these people are the only representatives that customers can reach out to.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
In the same manner, people of the back office don’t have to dress up and even develop bad manners because no one is ever going to see them.
This concept remained as a concept but the traditional classification of front and back office has propagated within the software industry because of the idea that there are two classes of employees. To a degree, this concept worked because businesses still had control over access points where customers interacted, which is through marketing, sales and support. The “back office” people like your accountants, production and engineers can be as weird or even as antisocial as they wanted because customers would not see them anyway.
Fact: As a business leader, you don’t have control over access points anymore. And, this is where CRM becomes a crucial part in business success.
Customers today have a number of means to get in touch with you and your people. It is time that you embrace the power of technology.
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