Customer Service departments are taking on new strategic functions in companies, primarily communication and interaction with customers, which is why they ne greater control over information. This is one of the conclusions reach by two studies carri out in Spain and France by Esker, one of the leading companies in document process automation. More efficient performance of their function would involve greater automation of their processes and improv document interaction.
According to the study
Trends in Customer Service , carri out by Esker Ibérica in Spain, through the consultancy Godoy & Asociados, professionals in these departments are immers in a great change that began years ago and which has a long way to go. Specifically, 100 heads of Customer Service departments from as many Spanish companies were consult.
The change in question is relat to the tunisia email list 640,545 contact leads content of their activities, which has mov from a reactive logic to an eminently proactive logic , aim at anticipating the actions and demands of customers. As a result, Customer Service managers now demand a more comprehensive relationship with their interlocutors, covering all the company’s relationships with them. For this reason, they require greater control of the information regarding the interaction that the company maintains with each customer. And they say they ne more and better technological means , in two directions: automation of processes and better document exchange systems.
According to the study
80% of Customer Service Departments manage customer orders that are receiv, and 90% deal with complaints. Other processes they are responsible for include customer billing (67%), sales best fractional cmo agencies: top 10 options for 2025 administration (56%), logistics (47%), non-payment control (67%) and debt collection management (32%).
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However, 80% of those survey say they have problems with the documentation they handle for these tasks (duplications, loss of information and other incidents), which are attributable in most cases to the aleart news company’s own organization, technology, lack of automation and the volume of documents to be handl.