How to Improve the Digital Customer Experience with Your Legacy Systems
MHC Marketing October 3rd, 2019
As a responsible business leader, your top priority is the company’s bottom line. You work hard to optimize productivity and efficiency in the workplace. That’s why, years ago, you invested in legacy software systems. Now, though, it’s time for you to upgrade those systems for an even better digital customer experience. You understand the value of making the most of your investments in technological resources.
In fact, you’re not alone in this endeavor. Statistics show that as of the year 2017 alone, the global business process automation market generated over $6 billion in revenue. In other words, your competitors in your local market are taking digital experience seriously, too. The good news is you’ve come to the right place with this article. Detailed below is everything you need to know about how to improve your digital experience with the legacy software you know.
1. EVALUATE THE SHORTCOMINGS OF YOUR BUSINESS’S LEGACY SOFTWARE
You recognize the efficiency of modern business automation tools already. That’s why you invested in your original software years ago at the beginning of the Digital Era.
Still, as times change, so should your business’s software. It needs to be able to keep up with the streamlined expectations of today’s consumer. Your customers, after all, expect your processes to meet their needs as fast and seamless as possible.
Start by taking a detailed audit of your business’s current systems. What features are vital to your specific operational needs? What processes can be improved, such as billing or invoicing?
When you’re honest about the shortcomings of your applications, you’ll find plenty of room for improvement. Still, you may not want to get rid of your current systems altogether. That’s why integrating certain digital applications can be the wise move to make.
2. PRIORITIZE SIMPLICITY AT EVERY LEVEL OF OPERATIONS
As you start to evaluate your current legacy software, you might notice that some things are overly complicated. In those cases, investigate how you can simplify processes for your customer and employees.
For instance, when it comes to your business’s billing process, are you still using paper to track customers’ purchases? Instead, is there a way to digitally process them in a batch order? Upgrading to an automated solution will increase overall productivity and save you time.
They don’t want to be handling menial tasks like processing paperwork. When they do, it’s understandable if they get frustrated.
There’s simply no excuse to ignore the potential of a company-wide digital customer experience solution. Don’t forget to train them well on the new, updated software, though!
3. DEVELOP A CUSTOMER JOURNEY
It’s no secret that your customers are, in essence, the lifeline of your business’s profit margin. For that reason, recognize the significance of every customer interaction with your business.
To start, design a basic customer journey map that suits your business’s operations. When a customer hires your company, for example, they will need access to a proposal, an invoice, and a receipt. As you start to analyze their steps of interaction, you’ll notice how you can bundle those steps to be more efficient.
In the process, you’ll prove to your consumer base that you value their time and their underlying interests. Doing so will go a long way in establishing your business’s brand loyalty. That consumer loyalty, in the long run, is an invaluable asset.
Find out more about Customer Journey Mapping
4. CONSIDER REDESIGNING YOUR BUSINESS’S WEBSITE
Don’t underestimate the value of your customers’ online User Experience (UX). A proper UX is easy to navigate is engaging. As you start to upgrade your business’s systems to meet the demands of today’s busy market, your website should be considered.
Consider the following statistic regarding the Internet of Things (IoT). It indicates that by the year 2020, 20.4 billion devices will be digitally connected.
In other words, as your customers start to expect more efficiency when working with you, they want the convenience factor, too. They should be able to process most business with you from the comfort of their own smartphones, for instance. That’s why taking the time to upgrade your website to reflect those new integrations is smart.
5. USE ANALYTIC DATA TO TRACK AND MEASURE YOUR DIGITAL EXPERIENCE STRATEGIES
At the end of the day, there’s always room for improvement when it comes to automated business operations. That’s why you need to learn to make the most of your DX platform’s analytic data.
When you upgrade your business’s original legacy system, note the analytic data. It can help you measure the success of your new integrations.
What processes are successful in boosting productivity? What areas are there where you can save your business even more time and money? It’s up to you to take advantage of that data for future improvements.
START INVESTING IN YOUR BUSINESS’S DIGITAL CUSTOMER EXPERIENCE TODAY
At this point in the article, you should have a thorough understanding of what makes a high-quality customer experience. On top of that, you should feel comfortable knowing you don’t have to get rid of your legacy software entirely. There are plenty of worthwhile integrations and updates for you to consider implementing.
Still, there are a lot of ins and outs to navigate when it comes to optimizing business automation processes. That’s why it’s so important to take the time and really consider what customizable solution your business needs.
That’s where we can come into play. MHC understands the value of maintaining the integrity of your applications. At the same time, we want to skyrocket your business’s profit margins with a more efficient digital customer experience.
Give us a call when you’re ready to upgrade your customer’s experience. For more information, read more about our digital experience applications that will keep your business up-to-date with the demands of today’s consumer.