That’s the equation we use when we talk about Channel Shift - we should stop trying to convert end-users to the “digital channel”. They are already there.
Technology is the enabler to better service, no longer the channel. Customers and end users are already in the channel. We need to connect services, leverage partnerships and innovate to meet them there.
When we deliver digital services now, the common service patterns, eForms, workflows, widgets and apps are shared on the Jadu Library - this is where our Jadu community of users can upload and share freely. Its leveraging the power of platforms.
Now imagine, deploying IoT devices like sensors and heat, light and water detectors across a city or a campus... sensors in drains (to tell the Confirm System about flooding) or sensors in trash bins (to tell waste collection crews which bins are full) or sensors in street lamps (to notify when a light is out). Well, that’s PREDICTIVE.
PREDICTIVE Customer Service - fix the problem, before it’s a problem and avoid any expensive contact. It’s not channelshift - it’s technologyshift.
Using microservices and API based Integrations to build real-time digital, predictive services.
Like building with lego bricks.
It’s a shift in how we approach technology and delivery of customer value. By integrating, sharing and empowering business users to deliver digital through LowCode platforms.
Delivering a 'Digital by Choice' strategy is becoming increasingly essential for self-service. Channel Shift is a concept Jadu are very adept at understanding and provide the tools and knowledge to make it happen. With hundreds of Public Sector organisations powered by Jadu Continuum Platform, our partnerships with Governemnt and Higher Education spans over a decade of experience.
Find out how others are implementing Channel Shift. The paper also provides detailed Return on Investment information.
Digital by Choice
As consumers, most of us are used to self-service. Google, eBay, Facebook and Twitter all operate an entirely
self-service business model.
Public sector organisations
can significantly reduce the costs of service and improve the customer
experience by actually reducing face to face and telephone interactions. Changing customer
behavior to use digital channels can be
achieved by investing in the right places and building the right
We are aiming to maximise the potential of our Customer Service Centre as a first contact point.
With an improved transactional web site, we anticipate that 35% of telephone and face to face contacts will switch to self service through the web over the 3 year period to 2013.
Nick Corrigan, Head of Customer Services, Southend on Sea Council
Invest to save
The Government has targets of around 40% savings for reforming
public services and cutting waste, which would allow them to "deliver better for less".
The delivery of 'Better for Less'
through a channel shift strategy is the key challenge for
public sector management whilst also continuing to deliver what customers want. Investment in
the online channel, integration, process re-design and business change is key.
With experience of working with over 100 Public Sector organisations and
as the leading consultancy working within the public sector, Jadu have
developed a 5 step plan that guides digital strategy and puts the
customer at the centre of transformation.