The benefits of integration are often overlooked. We research the type of tools and products we need (perhaps ticking off features off a list as we do), do a cost benefit-analysis of each and then make our decisions.
But we need to consider integration too. We might purchase three different systems, each performing well at its own task, but at the very least that means training staff on three different products, with three sets of passwords, access, installation and support.
It might take less than a minute to switch between systems and re-orientate ourselves with a new interface, but it adds up when it happens multiple times a day with multiple members of staff.
While time-saving may be the most obvious benefit of purchasing an integrated multi-process system, it’s not the biggest. The best SaaS systems are designed with integration in mind. With thoughtfully designed integration, each component adds additional support, capability and flexibility above its original purpose.
For example, a standard repair booking system might do what it says on the tin, but not all issues are physical device issues. Many are caused by lack of knowledge such as wrong chargers or signal optimisation. If integrated with troubleshooters and diagnostics, repairs are more accurate and ‘no fault found’ returns are reduced. The more touchpoints covered, the greater the benefits.
For integration to be useful, it needs a solid, yet flexible, foundation. Different clients require different support, and one-size-fits-all doesn’t fit anyone properly. Flexibility is key, with different tools and components providing multiple functions, depending on that particular business’s needs.
For example, 3D models are useful as sales aids but by making them a little more in-depth and adding 3D modelling functions such as showing how to remove a battery or how to check for water damage, they can also be used by retail staff to resolve customer queries, by repairs staff when checking the condition of a device, or online by the customers themselves as part of a broader troubleshooting tool.
Support for complex devices is growing more complicated by the day as more and more diverse devices enter the market and more and more people adopt them. Support has to be flexible and easily integrated, or it won’t be fit for purpose.
At LucidCX, we love that we get to spend our day designing something that has the purpose of providing the greatest benefit to our clients and their customers. There’s nothing like the satisfaction to be had in meeting a challenge head-on.
If you’d like to find out about how LucidCX can help you support your customers and reduce your costs, drop us a line or get in touch via Twitter or LinkedIn.