The Service Automation Framework
Have you ever wondered why some organizations are successful and others – despite good products and services – never achieve the breakthrough that they so aspire to? What is it that makes ‘exponential’ organizations such as Uber, Netflix and Google attract such a devoted group of followers or, in modern terminology, why do so many people ‘like’ these brands so much? How did they come to be at the center of attention, attracting loyal customers from the South Americas to the north of Asia?
It is not a secret that these ‘exponential’ organizations all thrive through Internet technology and their ability to reach millions of potential customers with just a few clicks. The Internet has an impact on society that is beyond imagination, but I’m sure you are already aware of that. New leaders in the market, however, have added an extra dimension to Internet technology, which makes them stand out from any other competitor: customer service. These organizations apply the concept of Service Automation knowing that customer loyalty is the foundation of any organization and that, especially in the fast and open Internet market, it is much more difficult to retain a loyal customer than to acquire a new one.
What you should know about the Service Automation Framework
The Service Automation Framework® will give individuals and organizations deep insight into the theory and methods of Service Automation, the concept by which you can automate services in any organization. By applying the concepts of Service Automation, companies will see both employee and customer satisfaction levels rise. The Service Automation Framework provides the design elements and processes to systematically optimize user experience by delivering automated services.
The Service Automation Framework starts by studying the user experience of user groups to understand the requirements for different user actions and subsequently designs a service solution that satisfies these requirements through user interfaces. The framework provides a step-by-step approach, including a number of processes, that every organization can use to ’digitize’ their service offering. As with any model, it is a simplified version of actual reality, but acts as a framework that structures the mind and provides uniform terminology when discussing the contents with co-workers, customers and colleagues. By combining service design and processes in a uniform approach, we believe the Service Automation Framework provides a simple but powerful tool for any service organization or service provider. We encourage you to adapt and apply the framework in any way that you see fit in order to meet your (organization’s) requirements.