Use technology to enhance Customer experience not destroy it
On-line portals can be used to provide direct access to the status of inspection activities and publish results. In our experience careful thought needs to be given to the way portals are designed including how information is presented. Poor interfaces can lead to customer frustration and additional calls to a helpdesk or backoffice. Whilst giving customers access to information is a good idea just putting data on-line is rarely a good solution. Information overload can a real issue. Combine this with increasing regulatory requirements TIC companies need to think carefully how data is presented so it can be easily consumed by their customers. A complicating factor is that different user may require varying data views or access depending on their role. User profiles, access rules segregating data depending on roles can be used to provide a tailored customer experience. The use of automation triggering for example exception alerts can also be extremely useful to ensure data is presented to customers in a more meaningful way.