How does MIS affect customer relationships?
Customer service is always a hot topic. Print shops are under a lot of competitive pressure and are constantly looking for ways to maintain profit margins and avoid bidding wars that shrink margins to near zero. Their ability to provide better service and faster job turnaround is a key component to this strategy. Customer service reps can provide more information in less time by using MIS. Improving CSRs’ access to data and providing more information to customers can require changes to the way an organization does business; but, the result is improved speed, accuracy and extended customer service. Most systems provide the ability to offer customer-specific products and pricing. This enables a company to offer tailored programs to each customer, while reducing the burden on staff. CSRs are no longer required to memorize the list of rules for each customer. They learn to access information in the system, and the system provides the rules, products and prices for each customer. The Print
