Delivery man and truck

Service Effectiveness

Creating positive service experiences is the best way to build customer loyalty and create brand evangelists.

Baker Tilly helps companies improve the effectiveness of their service organizations. We evaluate and assess services organizations across the four dimensions of service effectiveness.

    Our services include:

    • Comprehensive service function evaluations and alignment
    • Assessment and strategic planning
    • Service program management office (PMO) establishment and stakeholder alignment
    • Service capability prioritization, initiative creation and ROI analysis
    • Process redesign and optimization across field and customer service silos

    Customers expect you to quickly and efficiently deal with their problems or questions when they arise. They demand resolution-based communications that are conducive to their schedule and most importantly, via their communication channel of choice (e.g. social, chat, text, etc.).

    To meet these expectations and deliver excellent service, organizations need to think about service in a whole new light; and understand four key service effectiveness dimensions:

    Four key service effectiveness dimensions

    Service Strategy

    What is our overall service strategy? What are the key goals for our service organization? What are the experience enhancing services we provide to our customers?

    Service Enablement

    What capabilities does our service organization need to have in place in order to be more effective and customer centric? How do we interact and engage with other parts of our organization?

    Service Execution

    How do we respond to and engage with our customers? How do we proactively identify issues? What opportunities do we have for improving the engagement process?

    Performance Management

    How are we measuring and monitoring the effectiveness of our services team? What data and tools do we have available to monitor the effectiveness of our services team?

    By leveraging advanced technologies and implementing robust business processes focused the customer, your organization can achieve:

    • Stakeholder alignment across all pre and post sales functions
    • Customer centric delivery models
    • Omni-channel collaboration
    • Personalized service experiences
    • Defined customer journeys
    • Enhanced customer loyalty

    Is your organization transforming its service functions to meet your customers’ service demands?

    Baker Tilly’s exclusive interview with Gary Rappaport

    Case study

    Salesforce Service Cloud improves brand personality and customer experience for global leader, producer and marketer of concentrated phosphate and potash