Improving service quality with networked information

Article Improving service quality with networked information It sounds paradoxical: industrial companies are using innovative machines and digital technologies to increase their productivity and efficiency. Production processes are being continuously optimized and automation solutions are being promoted. However, in the service department, where customers expect quick responses, precise solutions, and personal support, digital progress all too often comes to a halt. Instead of customer satisfaction, there is frustration among overworked service staff. The problem with service departments According to the State of Service 2024 study, employees spend an average of only 39% of their time in direct contact with customers.