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Best practises in client management modernisation

Discover insights and best practices for preparing your client-facing organisation for the digital age.


Client Management


According to FORBES, 87% of corporate leaders believe technology will disrupt their industry, but only 44% believe they are prepared.

That’s good news for inventive leaders because digital technology makes it easier than ever for businesses to improve their management processes.

Digital transformation can revolutionise company operations, making organisations more transparent, efficient, and capable of better serving their customers, outcompeting late adopters and capturing their market share.

Workflows enable organisations to improve and streamline the whole client lifecycle by automating mundane processes.

Improve Efficiencies with Customer Interaction Workflows While client-facing digital interactions have become increasingly common in consumers’ daily lives, customer interaction workflows can improve the complete end-to-end business lifecycle for high-touch service experiences.

Consider a financial services firm that provides clients with access to their own branded portal. They can phone or text advisors (skipping the wait music), begin conversations, schedule meetings, electronically sign legal papers, and do anything else relating to their business needs.

Furthermore, they would gain a thorough knowledge of the history of encounters. This paves the path for improved customer service. Businesses must manage customer accounts where personalised relationships are essential for quality service delivery. Organisations can manage the whole client lifecycle with an all-in-one platform for account onboarding, servicing, and exception handling.

Transparency and efficiency

Customers may interact while doing business with companies more easily because of digital transformation, but this is just half of the problem. Organisations now have unparalleled levels of openness and efficiency thanks to digital. Disparate, disconnected technology, on the other hand, adds to the turmoil and makes it difficult to track and administer a complete one-stop solution to managing client business from beginning to end.

Digital techniques provide senior managers and business owners with a level of knowledge and control over their operations that traditional systems cannot offer. Businesses could totally restructure their processes to decrease costs, retain customers, and lead in their industry by controlling the whole customer lifecycle in one platform.

  • Companies can also use task lists to streamline their service operations.
  • Keep every employee that has contact with a client up to date on the client’s requirements.
  • Identify process gaps in order to improve them.
  • Determine procedures that increase customer loyalty (confirming what works).

A one-stop simple digital transformation provides a significant reward because it improves the customers’ experience while also allowing businesses to optimise internal processes for an even more effective organisational practice.

Workflow Automation

Businesses may organise structured and unstructured communications with a digital workflow-centric solution to manage high-touch customer interactions. Companies can automate typical tasks and processes by customising workflows for their operations, thereby optimising the entire customer lifecycle to meet deadlines. On-demand automated procedures also eliminate human error in operational processes. Companies may provide individualised, Just-In-Time (JIT) service while increasing efficiencies by handling exceptions and escalating high-touch contacts.

The JIT Model and Digital Management

JIT delivery is a model commonly used in logistics and manufacturing, but its reach is much broader. A retail store, for example, may use previous data on product sales to order just the correct number of a given item to keep up with consumer demand without over-ordering things that will not sell or wasting anything with a sell-by date.  This lowers company costs and boosts their bottom line.

JIT for Service Industries

In customer service industries such as banking, healthcare, and other high-touch sectors, the JIT strategy is particularly effective.

Customers in many businesses have enquiries and demand 24 hours a day, seven days a week; however, it is usually not economically practical to staff organisations around the clock.

Even during typical business hours, the need for client help fluctuates. Significantly decreasing or eliminating hold times could necessitate overstaffing most of the time. Customers may get their questions answered on the spot, but workers would be idle during downtimes, and the cost would be considerable.

Service on-demand vs Just-in-time Service

The on-demand model might deplete resources because customers do not always want an instant answer to their inquiries. With a JIT service experience, organisations can automate workflows to access routine services on their own time, allowing customers to escalate to representatives as necessary without depleting resources. Customers can contact the company whenever they need to and obtain a JIT, personalised service.

Furthermore, because management has access to every discussion, request, and unanswered query, they may use this information to improve the service. As a result, the customer receives an efficient, smooth JIT service that enhances the customer experience and promotes customer retention.