Reality Check: Your customers don’t care about your org chart

Your customers don’t care about your internal structure.

You have separate departments with different responsibilities and processes – which makes perfect sense internally – but your customers feel that.

Their frustration grows as they have to get passed between departments, explaining the same thing again to a different person.

From their perspective, they’re dealing with one organisation so it’s fair to expect that the people they speak to will have access to the information needed.

This is part of the thinking behind OMNIA, which connects people, communication channels and trusted business information to support a more joined-up approach to customer engagement.

Your customers shouldn’t need an organisational chart to get their questions answered.