Technology Management and Improving Department Performance
As the manager of a team of 25 customer service representatives our company, I've noticed the significant investments made in key technology, systems and processes are losing their effectiveness. Over the last year for example, the large investments in Customer Relationship Management (CRM) systems and training have only led to greater confusion on the part of customer service reps regarding escalation paths. The investments in analytics are leading not to a single version of the truth, but literally dozens of them. The intent of this analysis is to identify the issues, concerns and incidents leading to poor technology management, in addition to defining strategies and techniques to improve my team's and the company's use of technologies. In conclusion I'll provide a strategy for turning this situation around in 6 months.
Identifying the Causes of Poor Technology Management in our Company
Most systemic to the dropping effectiveness of our information systems is the gradual decline in how they are used, and for which tasks. When the CRM system was first introduced the goal was to gain 90% or greater adoption over time, with heavy emphasis on customer service and sales. Today the percentage of all eligible employees using the system is less than 40%. The turnover in customer service, among the highest in the company, is one contributing factor, as is the lack of training and lack of updates in key customer records by sales. CRM has become in many ways an allegory for what has gone with technology management company-wide.
The second major cause of it systems and their enterprise applications not being used more effectively with a corresponding increase in customer satisfaction is the lack of continued integration investments between our older legacy systems and the data they have on long-time customer accounts (Ramrattan, Patel, 2010). Our customer service representatives can only see data back 18 months, which is only a small snapshot of activity for many of our customers who have been doing business with use for well over a decade. Frustrated, our customer sales representatives have been known to resort to lying to customers...
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