Storyboard: Develop an IT Strategy to Support Customer Service


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IT-Customer Service collaboration is a growing need as customer expectations regarding service are rapidly evolving and current IT systems may be viewed as ineffective at delivering upon these expectations.

This storyboard, along with its accompanying tools, will help you:

  • Establish the optimal IT architecture to support Customer Service.
  • Streamline and optimize Customer Service processes as they relate to IT to drive efficiency and improve Customer Service quality.
  • Understand the importance of IT-Customer Service collaboration for transforming Customer Service into a competitive device.

It can be difficult to locate the problems and establish a strategic future state vision without arguing over which Customer Service IT initiatives are priorities. Take a business process management approach to ensure that the requirements are not produced based on wants, but are rather produced based on gaps and needs from a strategic perspective. 

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