The companies that survive the recession will be those that grow despite the difficult conditions. But your competitors know this as well as you do. So while you’re stepping up your efforts to win new customers, it’s vital that you also nurture your existing ones against more aggressive poaching. Ensure that your customer service and complaints procedures are faultless. Make the most of any loyalty programmes you have. Don’t forget that the recession is tough for them too: look for ways to take on more of an advisory role or develop services that help them achieve more with less and free up cash.

What CSC is doing

Staying close to customers has never been more important than it is today. In these challenging times, it’s vital that we focus on customer retention and loyalty. Our customers interact with us through a wide range of touchpoints – all of which impact on how they feel and what they do about seeking and using our services. Our Customer Experience program is all about creating the best possible experience for our customers when dealing with us – from reception desk to service desk, from web site to CEO. By equipping our people to improve those interactions we aim to retain valued customers, leverage all opportunities for new sales and secure them as advocates for our services.

Get customer service right

The Tasmanian Government worked with CSC to replace a 30 year old legacy Motor Registry System (MRS) with a flexible user-driven system that improves customer service, supports inter-agency access, can meet emerging business requirements and integrates to the National Exchange of Vehicle and Driver Information System (NEVDIS). The new system is ‘client centric’ which means that all information is linked to the person rather than to separate licences or vehicles. This significantly improves customer communications. Include link to Tassie Rego Case Study

Find out what customers really need

CSC’s Business Intelligence solutions encompass three key capabilities: creating a single view of your customers, analysing customer information to derive market- and customer-specific insights, and converting these insights into improvements in your customer-facing operations.

Embrace new ways of doing business with customers

Customers increasingly require up to date information to help them make decisions and rail users, train drivers and engineers are no exception. So CSC is working collaboratively with RailCorp to upgrade the technology platform for its Timetable Distribution Management system. The introduction of workflow tools and a business rules engine enables rules-based information processing. The accurate timetable produced for RailCorp’s systems enables the provision of up to date information for customers and staff to help in travel planning.