MOXTRA COLLABORATION MANUAL
Our research underscores the opportunity for companies to adopt an optimal one-stop business workflow solution for reducing manual interactions and streamlining their delivery of high-value client services." "In this new landscape, organizations in client-facing industries face particular challenges, including building strong client relations in a remote work environment without depending on face-to-face interaction and ensuring sensitive information is shared in a secure manner. "We now live in a digital-first world where business customers expect to be able to access high-value service quickly via technology," said Leena Iyar, Chief Brand Officer for Moxo. The report's findings confirm service providers in high-touch industries are responding to the evolving expectations of their employees and clients by investing heavily in a digital service solution and Moxo's rebrand signifies its commitment to meet the needs of these organizations with an an all-in-one solution as it continues to pioneer the engagement space. 74% noted their clients are all located in their regional vicinity. However, most service providers aren't taking action. 85% of clients would consider using a service provider outside their geographic area and employees agree – 90% believe it would be beneficial to engage with clients outside their region. Almost three-quarters of employees (73%) believe digital solutions will be extremely important to improve business efficiency and 60% believe they will be extremely important in enhancing client service delivery and account management moving forward – underpinning the need for a comprehensive approach to manage workflows.ĭigital offers geographic expansion opportunities as both clients and talent are open to remote collaboration. Service providers are responding to client demand by investing in digital but the opportunity exists to consolidate and automate routine processes and tasks. This challenge has only worsened, as 63% of employees and 64% of clients felt the same in 2020. Over two-thirds of employees (67%) and 72% of clients believe their company uses so many different digital tools and technologies that create bottlenecks and make certain tasks more complex. In 2020, a similar percentage (89%) agreed with the statement.Ĭlients and employees suffer the effects of digital fragmentation, with disjointed service delivery across many tools and channels being a major pain point. 90% of clients agree their preferred method of communication when asking questions about account/business transactions is digitally (via a designated client portal), rather than scheduling an in-person appointment or phone call.
Clients demand digital service delivery, even when hybrid and in-person options are available. Key findings around employees and client expectations include:ĭigital-first is here to stay.
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