Leveraging Technology for Customer-Centric Service Delivery

How are you measuring the delivery of client expectations?
Are you aware how and why customer needs are changing or growing? 

Would customers refer your services to others?

Customer-centric organisations are 60% more profitable. To deliver and sustain true customer value, we need to remove operational restraints and improve the back end to power frontline service delivery.

An effective operating model is foundational to customer-focused delivery. The question is, how do we develop one to help support a culture of service excellence? 

Model the customer journey

Start with the customer experience. What does the customer journey look like? How can we support it as part of our day-to-day operations? How are we to deliver at each individual touch point? 

Larger organisations often find it difficult to not only implement change but to also identify where to concentrate the change effort. To understand the customer journey, it is important to recognise the value a business must create to satisfy customer demand.  Starting with Value Streams, map out the high-level value stages that help support both the business model and the customer journey. Once these are agreed and understood, review the Business Capabilities required to deliver each value stage. A gap analysis at this point will help focus investment and resource efforts into tactical operations.

Embed the customer journey in business operations

Model and embed the customer journey at the core of the business, aligning operations across channels and silos and measurable customer-centric outcomes. Establish clear metrics to help define success while incorporating data and behavioural analytics to develop highly-targeted and personalised offerings to attract business.

To boost productivity and strengthen uptake, implement intelligent and intuitive workflows to support the customer journey. Processes should be developed to meet different customer needs. These should be governed by an overarching and integrated business platform with centralised control, enabling an alignment of the right processes, people and technology to individual touch points to drive outcomes.

Driving consistent customer-centric delivery with visibility over performance, customer interactions can be monitored to ensure customers are being engaged regularly. Usage statistics and comments can be used to ensure customers are receiving an appropriate level of service. Staff can quickly identify issues, respond to feedback or escalate problems to managers if necessary. 


Being the last hurdle, this is also the most challenging. Communicate the benefits of change from day 1, taking the entire organisation on the business transformation journey. Employ a holistic and collaborative approach with rapid transition and induction of staff to the new operating model. Build knowledge and skills and attract usage by demonstrating achievement and sharing success stories. Engage and empower employees through internal communications which highlight the benefits by role, and last but not least, incentivise high performers.

How can the BMS help?

The BMS provides a platform to power customer-centric service delivery. Connecting the business model, operating model, people, process, policy and technology, the BMS helps enhance the customer experience.

Supporting each touch point of the customer journey, the BMS offers a holistic and collaborative approach to consistent service delivery. Acting as the infrastructure supporting new service delivery models, it ensures that standards are met, best practices are implemented and that people are united by a services-first mindset.

Interested in seeing how you can leverage technology for customer-centric service delivery?


Aviation: Delivering a Passenger Experience of the Future

Airlines are constantly searching for new ways to enrich the passenger experience as this is critical for profitability. Battling the ongoing challenge of congestion coupled with intensifying demand, it is more important now than ever to cater for growth. 

How can technology be used to help deliver on the customer experience when demand for air services has been estimated to triple over the next 20 years? 

Australia’s domestic market has been lucrative with Qantas recording close to $1 billion in profit in FY15. Growth will be propelled further by the expansion of airports across Sydney, Melbourne and Brisbane. Leveraging strong growth with high business confidence, the challenge will be in determining how to best increase customer satisfaction in order to remain competitive. Operating in an increasingly competitive landscape, airlines will grow by harnessing technology to transform the customer experience into “a passenger experience of the future”.

The importance of quality service has been recognised by low budget carriers which are disrupting the market. Airly, a start-up launching earlier this year, has positioned themselves as a “sales and experience service”. Identifying capacity constraints in the domestic sphere, this new entrant is providing memberships for unlimited flights on one of the most congested routes, Sydney to Melbourne, to reduce downtime.

With 85% of airline CEOs intending to increase investment in customer service in the next 12 months (PwC, 2015), customer analytics and data will be important, enabling airlines to communicate personalised offerings to strengthen customer loyalty. It has been estimated that 73% of CEOs attach a high value to the role that digital technology can play in the customer relationship (PwC, 2015), employing enabling technologies and mobile connectivity to generate new customers and opportunities.

73% of CEOs attach a high value to the role that digital technology can play in the customer relationship
— PwC, 2015 Global Airline CEO Survey

By continuing to invest heavily in technology while implementing effective cost controls, the aviation industry will maximise efficiency to help satisfy demand. Not only will technology help in reducing downtime and delays to reinforce stability, but the automation of services including mobile check-in and self-service technologies will shrink costs while accelerating services to boost customer satisfaction. 

To support the above, it is important that a robust business management system is implemented. This will help streamline operations, manage risk and safety, reduce costs and enable airlines to innovate and act more proactively. Operating within a highly regulated environment, it will be essential that controls are embedded and aligned with day-to-day operations to assure compliance and passenger safety. Exceeding capacity, the sector will continue to invest in infrastructure for expansion, adopting new technologies to enhance all areas of business. Technology will help airlines manage congestion, influencing the determination of routes, strategic partnerships and pricing strategies for growth. 

A connected and intuitive system hosting information to facilitate the tactical management of resources will be crucial in addressing growing expectations while combating congestion. This, in addition to effective operations and risk and safety measures for compliance - all supported by a smart and continual investment in technology - will be essential in developing a passenger experience of the future.

To learn more, read Airservices Australia's story and our Qantas case study to see how the BMS has helped generate real business value.

Get in touch or follow us on LinkedIn for exclusive news, events, business articles and great resources about the work we do.


Clayton, E. & Hilz, A. 2015, ‘2015 Aviation Trends’, PwC, accessed 15 January 2016, <>

Freed, J 2016, ‘Start-up Airly aims to disrupt how you fly from Sydney to Melbourne’, Sydney Morning Herald, 11 January, accessed 15 January 2016, <

2015 PwC Global Airline CEO Survey, Getting Clear Of The Clouds Will The Upward Trajectory Continue?. 18th ed. PwC, 2016. Web. 28 Jan. 2016

Powering Your Business with BMS 3.0

The latest version of our business management system, BMS 3.0, is driven by both existing customer feedback and future trends.

Technology is continuing to change the way businesses function. It is important that organisations adopt technology as a core component to remain competitive as businesses continue to struggle with challenges related to efficiency, knowledge and risk management and business transformation.

Technology has revolutionised operations, introducing trends including:

  • Emerging mobile applications to change the way we work

  • Increased mobility and BYOD (Bring Your Own Device) to drive accessibility, strengthening performance by enabling processes and decisions to be executed in real-time

  • Big data which needs to be easily accessed, manipulated and shared is essential to drive effective delivery of solutions with full integration between data, mobile, cloud and social

To thrive in the new digital economy, businesses must implement robust systems to help navigate business complexities with data, people, strategy, systems, processes, information and policies which need to be connected and simplified for easy access and use for quantifiable results.

Implementing a Business Management System helps set you on the path to sustainable and continuous improvement by enabling you to understand organisational connections, design evolutionary changes, and embed changes into your organisation’s DNA.

Learn more by downloading a copy of the BMS Features Flyer or Get in Touch to see how we can work with you to propel your business to new heights.

From Digital Disruption to Digital Innovation

Today’s rapidly changing digital era has redefined the theory of digital disruption.

Already spanning both public and private domains, technology must be adopted as a core component for businesses to remain successful. This is particularly important as organisations are finding ways to reach new heights by using technology to revolutionise the market with “more than half of Australian and New Zealand CIOs being leaders of digital transformation in their enterprise” (Gartner 2015).

Look at Apple. Their success lies in their ability to think radically, with a customer-centric focus and the simplicity in design reinforcing usability. Not only has the iPhone dominated the smartphone space but it’s eliminated 27 competitors, including Nokia - previously the biggest player, which collapsed failing to address the importance of software to meet evolving demands.

The high-tech era has taught people to expect constant innovation; when companies fall behind, consumers are quick to punish them. Late and inadequate: for Nokia, it was a deadly combination
— The New Yorker 2013

With digital playing such a critical role in the evolution of business, incorporate technology to connect all organisational facets for continuous improvement. Implement a business management system as an engine to drive your organisation forward as we see a surge in connectivity, speed and efficiency with greater access to knowledge and information.

Empower yourselves by employing and mastering technology for growth.