How to rime mobility and availability?
Published on 02/02/2018 in Inspire
Mobile working: it’s good for your company and your employees. But how do you optimize service to your customers and differentiate yourself in a time of digital transformation? And what does it mean for your communication? Should you throw your fixed telephones away?
A new way of working
Less square metres of office space, less time lost in traffic and higher productivity: as a company, there are many good reasons to choose mobile working. With a mobile digital workplace, your employees can benefit from more flexibility and a better work-life balance. And for the millennials among them, it may even be an essential condition for choosing to work at your company.
Personalize customer experience
Your customers will also appreciate that your employees are always available, wherever they are. Yet an issue is possible here: if you really want to service your customers in an optimal fashion, you’ll need to record every customer interaction via your CRM system, including those with individual employees in different locations. This is the only way to understand your customers’ needs in depth, and a requirement to be able to offer the personal approach they require from you.
Business or private use?
The reality is you won’t improve your service and accessibility and strengthen your competitive position by simply adding mobile numbers onto your business cards. Furthermore, there is the question as to whether you want your employees to use their own mobile phone for business. After all, they won’t always appreciate being called by customers on their private telephone outside working hours. While your corporate identity is compromised when they leave your organization.
Is a smartphone from the company a solution? One thing you need to think about is the privacy rights of your employees. According to the new European data privacy regulations (GDPR), you won’t be allowed to access personal data on their business cellphones. And what about taxation? If in the future you switched to smartphones that included your business applications, that in combination with docking stations actually replaced your laptops and desktops, then it would be justified that employees wouldn’t be charged for a business mobile phone.
Fixed and mobile communication in one
How do you make the transition to mobile working in a simple and effective way? It’s possible via a mix of fixed and mobile communication. Three aspects are merged: your business applications, such as your CRM system, your fixed telephone exchange and the services of your mobile provider.See how Bisnode takes full advantage of fixed and mobile telephony synchronization
Daniël Agneessens, Bisnode
Optimize accessibility and service
With the synchronization of their fixed and mobile devices, your employees can be reached via a single business number and you can split business from private use. You can also register all customer interactions in your CRM system, both from your contact centres and from your individual employees. In this way you can deliver optimum accessibility and a distinctive service, while your employees and you benefit from maximum mobility and flexibility. You’ll also be ready for tomorrow, today.