tention to detail, and commitment, are all exceptional qualities essential to providing good service, none of them can take the place of technological advances that can improve customer service the way PC Anywhere can.
By the same token, customer service as a whole can benefit from the introduction of the appropriate technology to improve both the level of support provided and the way it is delivered. Technology must be recognized as a factor as important as people skills if customer service is to become as state of the art as it should be. The optimum customer service environment is one where the best service-oriented professionals have the tools at their disposal to provide the kind of service they would like to provide. The desire to meet all of the customerÆs needs is an empty desire until the capacity to meet those needs is provided. Technology, however, can render service desk technicians capable of providing outstanding service that they could not otherwise provide regardless of the caliber of their other skills.
An example of a company that has achieved this is Consonus, a company that designs, builds, and operates "the most reliable data centers on the market,ö according to the Disaster Recovery Journal. Consonus is a hosting company that has used technology to perfect its service desk to a much higher level than it could with any amount of strictly interpersonal improvements. The company designs, builds, and operates internet data centers that are ôalways onö and manages everything in the technical realm. The keys to its success lie in the technology solutions it has incorporated to support its service initiatives.
First, Consonus wanted to provide customers with ultra-high reliability and security, assuring protection for mission-critical systems and data from ônearly any circumstance, natural or man-made.ö Next, it wanted an open architecture so that it could manage whatever hardware or software its custom...