The manufacturing industry depends upon a wide variety of tools to run efficiently. From product manufacturing needs to customer service platforms, every manufacturing business needs to incorporate the right software and operations products to develop a smooth operation that can stand apart from stiff competition.
Between investing in more robust goal-setting to retooling your contact center, it’s important that you do your due diligence as you design a more holistic business plan. If you want to hit all the key results you’ve set for your business, you need to have a long, hard look at your company strategy to ensure your full organization’s growth.
Address how you set goals.
When you develop a goal for your business, how do you track the metrics? Do you focus strictly on KPIs? Do you understand the catalyst driving each business department, from your sales team to supervisors? If you don’t follow some goal-setting best practices, you’re going to have a hard time aligning your business processes. So, when it comes to aligning different operations and departments, it’s critical to use a goal-setting framework with a proven track record of success. A great place to start is with the OKR framework. OKR breaks down into objectives and key results. The power of objectives and key results can benefit your customer service team, your support team, and your sales representatives. It’s excellent for aligning various branches of your business. If you’re not familiar with the OKR process, you can listen to an OKR podcast to determine the best method for the integration of the OKR technique. This can help you get the full benefit of the OKR methodology.
For example, if you’re a large enterprise that manufactures custom plastic molding and plastic injection molding, you could set an OKR to increase plastic part sales by 15% over the next quarter. This can ensure team alignment more effectively and help you measure results in a comprehensive manner. You could also set an OKR that encourages plastic injection and plastic part manufacturing automation for a stronger growth strategy.
Where OKR success is concerned, you need to set powerful objectives that ensure results accountability. This can take your business to the next level. OKR goals are great for the manufacturing process and if you work with the right leadership coach or OKR expert, the benefits can trickle down through your entire company and even improve the customer experience. OKRs encourage new ideas and agile growth in a collaborative way. As long as you’re following some OKR best practices for executive OKRs and team OKRs, you’re likely to see greater levels of success and more cutting-edge strategies.
Enhance your customer service efforts.
Even if you have years of experience in the customer service sphere, it’s likely that your service team can benefit from some key improvements. As it stands, you’re likely unable to leverage technology for every phone call. However, with the right contact center software, you can develop a stronger inbound and outbound call center that can cater to consumer needs. So, what should you look for in a call center solution? First, there are a few key tech considerations from interactive voice response (IVR) to inbound call routing and CRM integration. In particular, CRM call center software is experiencing a bit of a boom these days. CRM call center allows you to align your call center solution with your customer relationship management platform or CRM system to develop a stronger lead generation and management strategy.
CRM call center software can help you route an incoming call to the right call center agents at the right time, auto-dial phone numbers for outbound calls, handle caller navigation more effectively, and take call recordings with greater levels of clarity. A call center solution can also take relevant information from a caller to assist with call routing to the right agent and open up other communication channels for each customer ticket. The strength of a small business is often dependent upon exceptional customer service and the right call center solution can make that more feasible.
When you’re looking to develop exceptional customer experiences, the right tools matter for businesses of all sizes. You need to have a sharp focus on your customer interactions so you can encourage greater levels of loyalty and brand awareness. This is critical for the manufacturing industry where brands need to develop long-term relationships with vendors and suppliers. Look for a final product that can connect with your CRM, has a strong phone system, and allows for full cross-team alignment. It can be the secret ingredient for your overall success.
Implement smarter marketing.
There’s a fascinating discussion taking place about the impact of marketing on all industries. It can impact executive leaders, enhance KPIs, and reach customers more effectively. Across customer service, your brand’s website, and your other channels, it’s important to take a holistic approach to your marketing. Since it can connect you with vendors, improve customer support, and enhance your special services, it’s well worth discussing a stronger marketing initiative with your leadership team. If you want greater levels of visibility for your whole company, you need to develop a final product that is easy to market and lends itself to the best possible outcomes.
Beyond that, you need to take a look at your current strategy. For the best possible outcomes, look for gaps in your current approaches. Does your website need more clicks? Does your phone system see enough traffic? Go through this feedback loop, review your analytics, and realign your strategic imperatives. It’s better to avoid a sudden move and fast wins if you want great outcomes and more customer value. Instead, think about the long-term prospects for your brand. Discuss this with your VP of Business Agility and find ways to develop functional teams that can tackle different aspects of your marketing.
These might include more purposeful alignment on key strategies, smarter decisions for partnerships, and strategic priorities to navigate tough conditions and develop a rapid competitive advantage. Whether you want to increase sales or develop more text message engagement, develop a working prototype of what a marketing campaign may look like. This will help you find smart ways to garner customer information for nurture campaigns, develop personal leadership essentials, and craft a website that lends itself to a better customer experience. When you have all of these advanced features working together, it can benefit your workflow and business results. When coupled with marketing automation, it can shake up your growth in a significant way.
It takes multiple solutions.
From omnichannel routing in your call center CRM software to top tips to help you leverage customer data, it’s important to make smart decisions for your manufacturing business. Whether you’re investing in OKRs as a plastic parts manufacturer or you’re trying to improve the personal experience of every caller, there are ways to help your business adapt to ongoing growth and development needs. It’s critical that you invest in the right platforms, tools, and software to help your brand succeed on a more holistic level. Your business is full of intricate parts and you need to find ways to excel. When you’ve accomplished this, you’ll see just how much it can benefit your business as a whole.