Customer Service Systems Strategy Tool

Author(s): Agnes Scott, Brian Park

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A variety of relevant assessments of the current state of Customer Service IT systems is required to properly identify and fulfill requirements for the future state.

Use this tool to:

  • Take a holistic inventory of all Customer Service supporting IT applications to gain insight for functional redundancies.
  • Organize and prioritize your business requirements in relation to their potential contribution towards the Customer Service vision and organizational direction.
  • Assess and visualize the overall functional performance and degree of integration of your applications in relation to the Customer Service functions they support.
  • Provide yourself guidance on future IT architecture options.

Follow the instructions to ensure the data inputs properly flow throughout the tool and the output accurately reflects your organization’s IT application architecture and needs.

View the Complete Blueprint:

Develop an IT Strategy to Support Customer Service

IT can help pave the way for a Customer Service transformation.

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