Entry Software Corporation

Entry

Sydney Kendellen

Improving Customer Service

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How to keep customers coming back
Improve customer service because customers are everything for growing your business.

Consistently improving customer service skills is important for the whole team to succeed and ensure customers keep coming back. Customers are the core of every business and should always be the number one priority. If your company is selling a product or service this is the reason your business is growing. A single poor experience with a customer service representative can result in a lost customer forever. This is why keeping customers satisfied is so important for bringing in more business. Here are five strategies that will help you improve your customer service!

1. Know your Products and Services

To help the customer, your team members must have a deep knowledge of how your products and services work. Customers may come to you with all types of questions so it’s important your team members can answer these questions effectively. Ultimately your customers rely on you for your knowledge of your product and how quickly you can resolve their issues. 

2. Be Goal Oriented 

Setting a goal to improve customer satisfaction puts your team’s focus on providing consistent customer service experience. To be goal oriented focuses attention on desired outcomes and provides team members with motivation to accomplish tasks. In order to meet goals, employees must demonstrate certain skills such as effective time management, planning, and organization. 

3. Efficient Response Time

When customers have to wait lengthy periods for a response from the support team they can get agitated very quickly and left unsatisfied with your company. In turn they might seek out your competition. By providing customers with prompt responses they are much more likely to continue using your products and recommend your company to their peers.

4. Be Personable

Personalized interactions greatly improve customer service and let customers know that your company cares about them and their problems. When interacting with customers it’s important to have more meaningful conversations rather than your typical automated responses. This will help make their overall experience with your company more enjoyable. 

5. Be Engaging 

The simplest way to improve your customer service is to ask your customer for their feedback. Encourage your customers to share their experiences and pain points. This ensures that your customers feel valued and that their opinions are acknowledged.

Remote Project Management

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Managing projects remotely requires effective communication, collaboration, organization and dedication.


During the ongoing Covid 19 pandemic many businesses have turned to working remotely. You need the right remote project management software to ensure that your remote team has a central space to communicate, collaborate, and organize work-related data.

Let’s look at each of these further…

Communication

Communication is the key to successfully managing projects remotely. To ensure the success of any project, the team leader takes on the responsibility of ensuring remote team members have the tools and resources they need to be efficient and productive while minimizing the risks of any miscommunication. When communicating online with your team, make sure you are as specific as possible about the project objectives, goals, and expectations.

Organization

When it comes to remote project management, keeping the work clearly organized and visible is crucial to staying on track. As a project manager it’s important that everything is organized from managing documents, project plans, and project status updates ensuring team members are on task. In order to remotely manage tasks, you need to have complete project access via your browser from anywhere. 

Collaboration 

Remote team collaboration refers to the ability to engage with team members in different places. Employees who have the same goal may collaborate more effectively to reach it. The remote project manager is responsible for breaking down projects into smaller tasks, setting milestones, assigning responsibilities, and tracking progress online. Effective collaboration and setting clear expectations will increase overall productivity. 

Dedication

A dedicated project manager plays a vital role improving overall team performance and motivation. Setting aside a dedicated time for the team to review and report on the project while it’s still fresh in everyone’s mind is key. This will ensure that all updates are documented and can be used to update the project sponsors, customers, and project team for effective status updates. You can refer to this data to optimize your processes for your next project so you can continuously improve and scale your project management skills for best practices.

Tips for Managing IT Team Effectively

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How to utilize your team effectively
Your team can either lead the company to success, or failure, which is why you need to utilize them as best as you can.

Teamwork is essential for creating the foundation of a high-performing business. Good team ethic leads to the success and smooth operations of your company. By identifying employees’ skill sets and assigning tasks that are well suited to their abilities helps to improve team efficiency. An effective team includes skills such as good problem-solving skills, decision making, communication and interpersonal skills. Here are some tips you can use when managing your team to benefit your company.

First, behind every successful business lies a great team. Teamwork maximizes the individual strengths of team members to bring out their best. Selecting individuals with the proper skills for the job is an important part of building a strong and successful team. When the right people are in place, work is always a priority and projects are completed effectively. You can find this out by:

  • How they embrace challenges
  • What motivates them
  • How the work with others
  • What their strengths and weaknesses are
  • How they handle stress and negative situations

When an effective team is set in stone they ensure success for your company operations.

Second, communicating the idea of success you’ve developed to your team in a way that clarifies both goals and expectations. All team members should trust, respect, and support each other, once the team is established and each member should know the value of their personal contribution to the team goal. By involving team members in the decision making process, it helps to limit conflict and complaints related to projects and tasks. The quality of decisions made will improve when the whole team is involved. Team decision making is beneficial, as it offers a diverse set of views that work towards creating a positive outcome for the company.

Third, conflict often arises when team members focus on personal issues rather than work related issues. Building a positive relationship with your colleagues can make for a much less stressful environment and work to reduce conflict. Teams who work particularly well together enjoy each other’s company and get together outside of the office from time to time to socialize and have some fun. This will lead to more productivity and success in the long run.

Finally, motivation can be in short supply during times of stress for some employees. However, if you have employees that approach work with a positive attitude and complete their tasks, other employees with recognize their hard work. Seeing others working productively will encourage underperforming employees to work harder as well. This will help to increase motivation and efficiency in your workplace.

Overall, these tips help to create an effective team and successful company!

Software Integration

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Benefits of software integration
With one point of data entry and no need to switch between different software applications, processing is simpler and quicker.

A growing business can quickly turn into a complex web of software apps, inventory management, accounting, and finance systems. Utilizing a wide range of software can obstruct your chances for success. This has seen a lot of companies turn to single purpose applications to cut down the time spent on project management, billing, help desk support, and other business operation tasks. Software integration is guaranteed to increase efficiency and productivity.

Most business organizations use various software platforms, it can be difficult to make all of the systems work together. Multiple software solutions can slow down your process and eventually break your system. The goal of software integration is to get IT systems to work together, so costs are reduced, and the speed of data and information transfer is increased. Integration is not only used to connect an organization’s internal systems, but to also integrate third parties that organizations operate with. More importantly, software integrations can be designed so that you don’t lose any valuable information when they interface.

Cost Efficiency

Maintaining multiple systems is expensive and requires substantial IT resources. Depending on the number of systems, the cost can quickly add up. Consequently, valuable IT time that could be used to make the business more productive is wasted, while maintenance costs significantly increase. An integrated software solution eliminates the need for repetitive tasks. As a result, essential tasks can now be completed more efficiently while using the same resources, reducing unnecessary costs. This not only saves you money but also valuable time and effort that would otherwise be spent training employees to use a new system.

Integrated software helps achieve higher efficiency by eliminating the need for repetitive manual data entry. It is also easier to train employees on a more simplified system rather than various platforms. All information is saved in one location, so you do not have to spend extra money for additional storage of multiple systems. Not only will this lead to better organization but also to less stress when locating where information are stored for informational and reporting purposes. This also helps you save time, so you can prioritize more important tasks efficiently.

Ultimately your data will be easier to access and report on across the enterprise. Your IT team will be far more productive in a short period of time.

 

IT Incident Management System Metrics

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What is an effective incident management system? Taking action to restore normal service operation quickly while minimizing negative impact on business operations. Managing incidents effectively is an essential piece for providing quality customer support. This can also help teams improve their current operations to prevent future incidents.

Benefits of an effective incident management system:

  1. Increased productivity and efficiency
  2. Higher level of service quality
  3. Visibility and transparency
  4. Valuable IT service management documentation
  5. Enhance end user satisfaction

The self-service portal is the single point of contact for the users to report any incidents. IT responds, handles, and resolves any request or issue to the business and/or customers depending upon what both parties think about impact and urgency. Then the incident is designated to staff that can best resolve it.

Incident Management Metrics 

There are 3 major factors through which an incident order is decided upon: Impact, urgency, and priority.

Impact – How a business is affected by an incident?

Urgent – How urgent the incident is and how much time it will take to be resolved? 

Priority – What is the priority of the incident ? (Low, Medium or High)

5 steps of incident management:

  1. Incident Reporting  communication begins at the time an incident is identified to acknowledge to the user or business that a disruption is taking place and investigation is in progress.
  2. Incident Escalation occurs when an incident triggers an alert and the proper procedures are performed by the individual who is assigned to manage the incident.
  3. Investigation and Diagnosis IT team performs analysis, then staff can begin investigating the type, cause, and possible solutions for an incident.
  4. Resolution and Recovery  involve eliminating root causes of issues and restoring systems to full functioning. Resolving an incident also includes documenting analysis findings and steps taken to restore service.
  5. Incident Closure communicating and confirming from users that the service experience is normalized ensuring customer satisfaction is met.