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You need the BSM-NOW Platform because Quality of Experience is the single most important factor to your success.
Everyone in business knows that customers generate revenue. Research shows that 80% of service providers think they're doing a good job -- but just 8% of their customers agree. Tapping into quality and value perceptions of customers is key to getting and keeping more customers. While customers get e-services through complex technical activities, just measuring technology isn't enough because it doesn't capture real Customer Quality of Experience (CQoE).
The problem has been that too much technology focus and poor communications gets you get out of sync with what your customers want and need. True customer quality of experience can’t be measured inside the data center -- if you want to improve customer satisfaction, loyalty, retention, purchase decisions and your company's financial performance you have to engage customers. The BSM-NOW Platform measures quality and value from a human point of view to show you what matters most, so you can deliver better customer Quality of Experience than your competition. Please explore the diagram below to see how BSM-NOW can help you.
Customer Quality of Experience Before SaaS Frontier | After SaaS Frontier
The Causes of Service Quality Failures. This is an interactive image. Roll mouse over items to see how service delivery runs a muck.
This is an interactive image. Roll mouse over items to reveal details.
Customer Quality of Experience After SaaS Frontier | Before SaaS Frontier
SaaS Frontier Benefits. This is an interactive image. Roll mouse over items to review details and learn the results of adopting an "outside-in" social approach to e-service quality management.
This is an interactive image. Roll mouse over items to reveal details.
The BSM-NOW platform analyzes service delivery from a human vs. a technical point of view, pinpoints service quality faults, and shows your how to fix them. The BSM-NOW Platform is an on-demand Web 2.0 application used by SaaS providers to offer better Quality of Experience than their competition. Automated, easy-to-use and powerful Customer Quality of Experience (QoE) diagnostics assure your service delivery meets customer quality and value expectations.
High quality services that deliver real value to customers require a new approach and BSM-NOW measures the only way that matters: from the "outside-in" based on the point of view and perceptions of actual customers.
The Service Lifecycle spans all service customers, as well as all provider departments and staff, and quality issues can occur at any point along the Service Lifecycle. When they do service customers begin to experience a number of common issues, including:
- Unreliable services which don't work as advertised and promised
- Insufficient service, and provider responsiveness
- Lack of trust and confidence in the service and provider
- Service performance and costs inconsistent with requirements and budget
- Difficult to understand and hard to use services
The result: opportunities missed, productivity and profits lost, damage to brand, low customer satisfaction, and increased costs.
Worse, service customers may be suffering these issues right now, and if the provider is just monitoring data center metrics it probably doesn't even know there is an issue (other than wondering why customers seem so frustrated with them.)
The Solution: Measure Quality of Experience from an "Outside-In" Customer Point of View
The only way to really determine if your customers are having issues is to measure your service quality the same way your customers use them: from the "outside-in." To measure true quality you must verify that customers are able to accomplish the tasks they need to accomplish. Any other measurement is simply a guess as to what the provider thinks will happen when the customer tries to use the service.
To truly manage quality you must monitor and diagnose customer perception of services:
- HOW they perceive service quality (using scientifically accurate assessment techniques)
- WHAT they find important (and discovering communities of interest)
- WHY they feel as they do (through examining value aspects and quality dimensions)
- WHERE they work (with open access to a social web portal)
Once armed with this information the customer and provider can determine where best to invest within the Service Lifecycle in order improve quality and focus on delivering value.
The BSM-NOW Platform
You can't measure the quality of a performance until after its over, likewise you simply can't measure true service quality by looking at technical operational metrics in the data center. The only way to truly know if customers are having issues is to ask them, listen to them: you must know their point-of-view. Then you need to see where and why these issues arise within the Service Lifecycle.
Solving these problems requires starting with the customer point of view and then taking action based on the perceptions and actions of real people, not just the operational status of hardware, software and networks.
BSM-NOW delivers this capability via a self-service Software as a Service (SaaS) Web 2.0 Platform.
The BSM-NOW Platform measures the quality and value of services, and the delivery capabilities of providers, from a human point of view. As a social media outlet for service providers and customers, the BSM-NOW Platform collects opinions and insight in a structured way, analyzes the information to show providers and customers what matters most, establishes requirements, and explains how to meet customer expectations for service quality and value.