The way an organization handles a critical incident isn’t just about resolving the technical fault: it’s about communication, transparency, and preserving trust. Whether you’re supporting external customers, internal stakeholders, or both, consistent communication during incidents builds customer satisfaction, reinforces your reputation, and safeguards long-term relationships.
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In today’s fast-moving environment of enterprise projects, professional services, and transformation engagements, delivery is the difference between customer satisfaction and customer disappointment. When you deliver—on time, within scope, with the expected outcome—you build trust. That trust leads to customer satisfaction, repeat business, improved productivity and better reputation. When you don’t, you lose more than just a project—you lose credibility.
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Wasted time or lost productivity is a primary concern for organizations. According to a research report published by Unit4, workers spend approximately 552 hours a year on repetitive and administrative tasks. And this loss of productivity is costing over $5 trillion annually to the global service industry. So, what is wasted time? It refers to performing any task that is not related to the project or contributes to operational efficiency. Cited distractions at work include socializing with co-workers, web surfing, applying for other jobs, or spacing out – highlights The Muse. Mundane administrative tasks or doing the same work repeatedly also contribute to wasted hours. In fact, wasted hours are the key contributors to productivity loss in an organization.
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One such strategy that has gained prominence is the implementation of a Global Business Services (GBS) model. This approach centralizes various support functions across a company, fostering streamlined operations and improved service delivery for internal employees and external customers.
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B2B service firms often invest in digital marketing to increase traffic, but find that the leads coming in don’t match their ideal client profile. Time is wasted on unqualified inquiries, sales teams lose focus, and client acquisition costs rise. For firms built on specialized knowledge and long-term relationships, this misalignment can slow growth and strain internal resources.
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