4 Benefits of CDW Managed Services That Enhance Customer Experience

The importance of how well you manage your organization’s customer experience (CX) cannot be overstated. When CX is optimized, you safeguard customer loyalty and increase the number of referrals for future business, as well as take a load off your contact center and IT staff with the automation of time-consuming tasks.

Finding new ways to infuse the right technology into your business can be exciting and challenging, considering how rapidly the landscape changes. With so much already on your plate, the idea of navigating the market to find the best solutions for enhanced CX can be overwhelming.

CDW Managed Services figure into the equation by offering guidance and collaboration to enact necessary improvements. Our managed services practice can elevate you from being reactive to proactive in your decision-making, reducing unnecessary costs in the long run and equipping your contact center to deliver amazing digital experiences.

Here are four key benefits you can gain from CDW Managed Services for an enhanced customer experience.

1. Technical Account Manager
   A technical account manager (TAM) is a consultative expert who can come in, invest time to understand your unique business objectives and needs, then offer recommendations suited to your mission on any timeline.
   
   Working with intention and diving deeper than a service vendor, a TAM will learn your pain points and uncover new opportunities to improve operations to help deliver quality experiences to your customers. Building a trusted relationship with you, a TAM helps you stay informed and strategize for continuous improvements and positive results.
   
   
2. Priority Incident Handling
   When you decide to partner with CDW Managed Services, the team of knowledgeable engineers will embed themselves and become aware of your contact center environment quickly, 24/7/365. This additional team of experts are more than just advisers — they assist in promptly resolving help-desk tickets as they open so that every time you have an issue or a request, you’ll work with someone who is familiar with your environment.
   
   Be it bugs or lack of features, this team of engineers work with vigor to problem solve and overcome any challenges. Your peace of mind should be a priority when it comes to resolution rates and other support requests.
   
   
3. Contact Center Tuning
   Your contact center is vital to your organization as a gateway between you and your customers. Your customers deserve seamless experiences whether upon first contact or the fifth, so ensuring that your contact center is regularly tuned is a worthy investment.
   
   On the technological front, technology such as conversational interactive voice response that leverages artificial intelligence offer a superior customer experience which should be regularly tuned and monitored to provide maximum value. CDW Managed Services can do this for you. We can guide you toward innovation as soon as it becomes available and apply it to your business needs.
   
   
4. Design/Configuration
   Need help configuring new call flows and adding components to your contact center? Don’t know where to start? CDW Managed Services will have your back with a bevy of resources and options, including digital channels such as web chat, SMS and more.
   
   Building a contact center with an efficient team that allows you to achieve business goals is imperative, and CDW Managed Services will align with you on that. Instead of trying to MacGyver solutions that might make your agents’ lives more difficult, call on professionals who will communicate and problem solve with you.

Simply put, we work with you to eliminate business challenges on any timeline, every step of the way. With our industry-leading partnerships, we’re not hamstrung on one solution or vendor — we listen to you, then bring in the proper resources.

When an airline customer came to us with an issue regarding communication to their passengers, our managed services team injected a TAM, who helped the airline unlock an opportunity. The airline is now equipped to send emergency messages to passengers about flight delays and cancellations, pivoting their CX in a better direction.

With CDW Managed Services, you’ll receive a service that includes each of the aforementioned features providing a consultative solution that meets your specific needs. With CDW, the choice is truly yours.