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Records Management strategies for effective customer service in business organization

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Published by NurzanaIrfa Alwi, 2019-12-03 23:01:28

Records Management strategies for effective customer service in business organization

Records Management strategies for effective customer service in business organization

WHAT IS RECORDS CUSTOMER SERVICE
MANAGEMENT SYSTEMS?
SATISFIED/DISATISFIED
Records Management System (RMS) is the
management of records for an Provision of the what customer
organization throughout the records-life expected the service or product,
cycle. The activities in this management or
include the systematic and efficient What customer asked for and
control of the creation, maintenance and deliver the service efficiently , it’s
destruction of the records along with the  to make sure:
business transactions associated with
them. the customers are
content,
loyal
keep coming

RECORDS MANAGEMENT
STRATEGIES

FOR EFFECTIVE CUSTOMER SERVICES IN
ORGANIZATION

"With an effective records
management system its
allow your

team to access quickly the
information of customer,

therefore, the best
customer service approach

can be determined.."

Source from Canva.com

DIMENSION OF CUSTOMER
SERVICE

AUTHENCITY RESPONSIVENESS

Dependable Helpfulness
Accuracy Promptness
Performance
COMPENTENCY
TPAhNysGicIaBl fLaEcilities
Qualification
Equipment Professional training
Personnel Skills
Communication material
COMMUNICATION
COURTESY
Keep customer
Politeness information
Respect Listen well to customer
consideration
Kindliness ASSURANCE

EMPATHY Guarantee and
promise that we
Able to understand make with customer
others feeling and
experience

KEY TO CREATE Developed or hire information management
AN EFFECTIVE professionals
Create classification of scheme
RECORDS Develop a metadata model
MANAGEMENT Ensure records management representation
Leverage broad staff quality control
SYSTEM Invite regular inputs
Create buy-in by engaging stakeholders and
invite on-going feedback

How records Effective retrieval and
management can disposal of records
enhance customer
service? A wel-arrangement of records management system
enables the systematic record retention as wel as
Upgrade response time disposal.

Ask who ever enjoy being put on hold? Most caler wil Reduce the cost of
be hang up as soon as possible. By having information managing records
at your hand it wil be fast in helps handling customers
inquiries. And that can only be possible if al the records Records management is a cost-effective way to store
are in order and up to date. data. With the lack of unnecessary records, time is
saved, efficiency is enhanced, and operating costs are
Access to relevent data reduced. Its helps you to improve your brand through
improved customer service.
Companies also need the accurate and contemporary
data. Enhanced responsiveness alows the company’s Improves the working
representatives to focus on resolving the issues. With environment
the relevant data available, decision can be made on the
spot. A good records management systems can minimizes
Facilitates better decision labor requirements by helping in the
making organization,  retrieval, and distribution of records. To
keep staff motivated can use an automated workflow.
To make the right decision in time, companies need to
access the relevant data. Its very importance key aspect Improves the working
to remain ahead in the rivalry. But its not easy as you environment
think since there is too many data involve. Indexing and
retrieval capabilities promote functions such as searching Records management help in protect the importance,
and locating files promptly. Employees can spend more confidential data by granting access only to authorized
time with customers to resolve or folow up any users.
complex issues proactively.
Various integration options

Records management technology can be simply
incorporated with others applications that can make its
become more passionate. Its very beneficial if having
customer relationship management or contact
management software tools to acquire every details
about clients, customer and more.

RECORDS AS A STRATEGIC
BUSINESS RESOURCES

BUSINESS SYSTEM ANALYSIS Source from Canva.com

The development of business activities analysis As a company by keeping a good records
involve identifying, defining and examining in retention is the best benefits towards the
detail of the component in organization. Analysis company since its help in the security term. By
provides the core foundation for the development having poor records management system its
of record keeping tools that contributes to wil exposes the companies in security risk. A
decisions on the creation, capture, control, poor system of retention wil prevent managers
storage, disposal and access of records. from retrieving information needed to make
sound business decisions.
MANAGE RECORDS ACCORDING TO
REGULATORY REQUIREMENT Effective Records Management

Help organization stay within the policies and 1. Complete inventory of al records
procedures of the country they are operating in 2. Determine who is going to manage the
regarding the retention of information. Have 2
regulation, which are national (National Archives process and records
Act 2003, Official Secret Act 1972, Guidelines on 3. Develop a records retention and destruction
Managing Electronic Records in Unstructured,
Structured and Wed environment, and Guidelines schedule
on the Management & Preservation of Electronic 4. Determine the best way to store and manage
Mail, and the second one is International standard
(ISO 15487). your records
5. Create and document proper procedures
TRAINING FOR RECORDS MANAGEMENT 6. Create a disaster recovery plan
PROFESSIONAL 7. Training and implementation
8. Maintaining and auditing the program
“Records are the memory of agencies’ activities,
the asset that must be managed systematically
so that it can be fully utilized. Records
management programmers can only be
effectively implemented with the training of the
qualified records managers.”

Dato' Aliff Syukri

"Terlajak Laris" At  the early age of every teenagers who was still
looking for the purpose of life, he was having fun
and working hard in making money. For 32 years
old young man he manage in making his business
become successful with his  determination,
commitment, courage that transcends everything
else. Now with his empire "D’Herbs Holding (M)
Sdn. Bhd.’s" he become one of successful
businessman in Malaysia.

To  become successful like him records management strategies is very
importance . With effective records management its help him in order of to
enhance customer service. But there also have  challenges to provision of
quality customer service.

Challenge to Provision of REFERENCES
Quality Customer Service
1.DATO’ ALIFF SYUKRI – THE EMPIRE OF
caliber or records ”TERLAJAK LARIS”. (2019). Retrieved from
offices consumerinfo.
inadequate staff 2.Record keeping for small business. (n.d.).
lack of vital records 3.Records Management System (RMS). (n.d.).
management tools Retrieved from techopedia.
retention schedules 4.Yunus, D. P. (2004). THE CHALLENGES IN
security & protection of THE TRAINING OF RECORDS
archives & records PROFESSIONALS.
inadequate & poor
storage space
lack of cooperation from
customer

Nurzana Irfazira Abady Alwi


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