Connection with customers is the sustaining force behind growth and retention for any business. The acceleration of service economies has made customer service pivotal to this connection. Whether it’s pre-purchase inquiry, post-purchase onboarding, or ongoing support, customer service shapes every exchange throughout the customer journey. 

To foster that connection, businesses are rapidly layering new technologies and tools onto existing systems to inject speed into customer service. While these add-on strategies may boost speed, they fail to address two core needs: scale and cost. As businesses expand their services and personalization, the imbalance grows.

The lopsided equation between Speed, Scale and Cost

Customers expect experiences that are fast, easy, and reliable. Such experiences are built on three key elements that unify collection, communication, and collaboration across the customer journey: 

• Information - availability of relevant data at every stage  

• Operations - streamlined actions through each process  

• Experience - simplified interactions for all parties  

Current customer service systems can’t address all three sustainably. Their foundations are not built to handle the interdependencies across the customer service value chain.

Businesses relying on these systems incur high costs to deliver speed in customer service. These costs compound with every change made for growth or retention. The resulting equation between speed, scale, and cost becomes increasingly lopsided toward cost.

Connected delivers greater Speed and Scale at lower Cost

Connected is built to achieve greater speed and scale at lower cost across the customer service value chain. Unlike traditional CRMs, support platforms, or workflow tools that bolt on capabilities, Connected is an AI-native CRM purpose-built for customer service.  

It enables businesses to model their value chains through:  

• Unified Data Model - manage customer profiles 

• Centralized Action Repository - improve efficiency across workflows

• AI Led Experiences - accelerate every interaction

With this service-centric foundation, Connected delivers a fast and easy experience for producers, providers and consumers alike. 

• Increased Speed - through contextual information availability

• Reduced Cost - via clarity and alignment across stakeholders 

• Accelerated Growth - by simplifying the launch of new services   

This positions Connected to deliver key outcomes for customer service organizations while empowering them to drive both growth and retention

A future driven approach

As an AI-native platform, Connected adapts quickly and gracefully to change. Its data-driven architecture supports variability across industries, sizes, and specialties, positioning it at the center of customer exchanges with  

• Speed that empower producers, providers and customers 

• Scale that addresses variability in businesses based on industry, size and speciality

• Cost that delivers increasing returns over time and space   

In a world where speed and scale often drive up cost, Connected redefines the equation delivering sustainable outcomes across the customer service value chain.

Key takeaways

• The balance between speed, scale, and cost determines customer service sustainability.  

• Traditional systems chase speed at the expense of scale and cost efficiency.

• Connected’s AI-native design restores balance by unifying data, actions, and experiences.  

• Businesses achieve faster resolutions, lower operating costs, and scalable growth.

• The future of customer service lies in outcome-driven, adaptable systems like Connected.