Tieto Brings Service Design Competence to the German National IT Summit

Tieto’s specialists for Digital Transformation and Consulting will be in the driver’s seat of the work group “Service & Support” in the Excellence Network IP Initiative. This network of experts is part of the work group “Media Convergence – Future of Networks and Services”, headed by Telekom CEO René Obermann within the German IT Summit. The National IT Summit is initiated and supported by the German Government. With Tieto, one of the largest IT services companies in Europe is now part of an expert network that supports companies in the evaluation of new digital services and business models before they are launched. Tieto adds its core competences in service design and digital customership to the network and drives the effort to put more emphasis on the service and support subject. Addressing multi-channel customer service, an essential part of a high quality and still profitable consumer offering, Tieto enables companies to create even more customer focused services and relationships.

Even today service and support are commonly perceived as cost drivers and "unavoidable burden" in mass consumer markets. Only a handful of companies have made service excellence one of their key business goals or measure customer satisfaction through quantitative facts. Most market research – in particular in the early phase of a product or service – concentrates on the core offering: the actual invention or diversification a company intends to offer their (potential) customers. What's mostly left out is the part that could easily compensate all the profits: the cost to serve. Each single consumer that has difficulties in using a particular service will try to get in touch with the actual vendor if he really cares about the product. That actually positive effort from a marketing/sales point of view simply relates to direct costs weather the client is served on the phone, by mail or through a branch office. Costs that occur in a department that has to carry the workload produced by a service design that is not necessarily customer centric or oriented.
 
Backed up with years of customer service and digital media experience Tieto's philosophy is to create the right service design across multiple channels – traditional as well as cross-media. The major goal is to create an exceptional consumer experience that is required to succeed against strong competition. At the same time service design takes care that valuable resource is only allocated to areas where it's really valuable for the organization. It's about orchestrating self services, pro-active information and documentation with one-to-many and one-to-one communication and interaction channels.
 
Now is the best time to seize the opportunity that digital communication and services are no longer perceived as impersonal or customer unfriendly. With the new generation of the Digital Natives taking over more and more power in the consumer markets digital services become a requested, desired and preferred channel to access, exchange and provide information. The challenge has become a chance.