Understanding the current state or condition of affairs is important for both businesses and customers. Certain events or incidents can have a significant impact.
For businesses, this could be a business continuity issue or a fraud warning, both of which need to be addressed immediately. Customers may be affected by a delay in a delivery or a disruption to travel plans.
The majority of the time, however, employees and customers just need the most up-to-date information available to be able to make decisions, carry out their duties and plan accordingly.
Real World Status Notifications
Once a certain job has been completed there is probably someone else or another department in the workflow that needs to act upon this progress – whether it is the next part of the manufacture, the distribution, a follow up call or a marketing exercise. The status of the workflow needs to be constantly communicated.
A finance team in a business may rely on real-time business updates and risk alerts to notify them of changes in customers’ business activities and financial status, so that they can react quickly and make the safest business decisions.
The IT department or customer helpdesk need to be fully aware of any faults or interruptions to service. The systems, especially in mission critical ones, require constant monitoring and status report capabilities 24 hours a day and 365 days a year. If there is an emergency call from a customer outside of the helpdesk hours then a notification system needs to be established.
In fact, companies can set up systems to monitor any activity or data that they want to keep an eye on and then trigger notifications to alert someone regarding the situation.
Many people rely on status updates regarding the outcome of something they have instigated or events that have taken place. This could include results from an exam or health examination; the status of an application such as a job, loan, insurance or group enrolment; status of travel (such as flights, ferry crossings or rail journeys); status of an arranged appointment, meeting or service; or the status of an online or back order purchase.
Order statuses are one of the most important aspects of customer service in this eCommerce era. Customers like to know exactly where their purchases are and when they are going to be delivered. Companies that keep them informed with details of despatch, which courier service and a delivery date, create goodwill and often reap the rewards of repeat purchases.
Communicating status updates, however, can be a time-consuming task, especially as the data required often resides in a number of different systems. Not only would someone have to monitor the databases to keep track of events, orders and results, they would then need to manually search through the database to find the correct people to relay the information to. If the event is critical, then this manual processing is going to have a negative impact and delay the response time.
Automating Real-Time Notifications
Automating the monitoring of data and the distribution of notifications and alerts can remove the manual processing involved in providing up-to-date information to the relevant people. Using automated status notifications and alerts can free up valuable resources as well as enhance customer service.
The Notifications & Alerts capabilities of BPA Platform makes it extremely easy to automate status notifications, thanks to its drag and drop functionality and simple integration with any business system. It can send colleagues, suppliers or customers real-time email and SMS messages 24/7, 365 days a year.
Status notifications can be instigated via four simple steps. Firstly, there are a set of Tools that enable the administrator to define the preferred trigger point, like a timed-based event, instantaneous data change or monitored proprietary event stream.
Once a trigger has occurred, associated data can then be simply extracted, for subsequent use in the chosen pre-defined output content. The data is then formatted to display the most effective presentation. Finally, an output method is chosen and a mode of recipients addressing is easily defined.
The Benefits of Automating Status Notifications
Automating status notifications will help organisations pre-empt enquiries and also establish exactly where they are in the full business lifecycle. Keeping customers and relevant stakeholders informed about certain situations will enhance customer relations and improve the overall productivity of a business by removing many manual processes.