For a company to remain competitive in the market and maintain a high level of customer satisfaction, process management is a fundamental prerequisite.

Some companies with more conservative managers end up closing themselves off to change and only valuing the experiences gained over the years.

It's important to understand that the world is constantly changing, and organizational processes need to keep pace. This doesn't mean we shouldn't take into account the experiences gained over time.

Process management allows areas of the organization to remain connected, and which favors communication with the client. Task management, monitoring ongoing work, and internal controls are benefits that contribute to good management and customer relationship.

One of the biggest challenges in process management is making the client realize the benefits of an organization having its processes well defined and mapped.

Here are some advantages that can directly impact the customer experience:

• Facilitate the multiplication of knowledge.

An organization with well-defined processes can multiply the knowledge for your employees more easily, avoiding the loss of important information and facilitating the learning curve of new employees. collaboratorsThis way, the organization does not lose its identity and maintains the quality of customer service.

• Standardization and quality service.

Standardization provides assertive and efficient service. quality, with clear and objective information. This way, the information conveyed to the customer will be the same regardless of the number of different people they speak to.

• Agility in executing processes.

It is faster and easier to provide service and leave the customer satisfied when the team works with the processes mapped and modeled, which avoids wasted time. It may also be interesting to work with automation of activities.

When we know what we do well, we can do it with greater quality, which ensures continuous improvement, generates good results, maximizes satisfaction, and builds customer loyalty.

Larissa Ferreira has over 10 years of experience in customer service. She has been with Grupo Aço Cearense since 2013, where she began her career as a Customer Service Assistant. A graduate in Management Processes from Estácio-FIC, she holds the position of Customer Relationship Supervisor, responsible for management, after-sales support, and strategic planning and audit support for the group's customer service team.