Simple things should be easy to do yourself.
Check a status. Download a document. Add some data. Change an appointment. Give an approval.
What is small for a customer often creates new work inside the company, every day.
With Lens · takes about 3 minutes
Control for customers
Clear routine tasks can be done without waiting.
Status instead of a chase
The relevant information and the next step are visible.
It continues internally
A customer action reliably starts the right follow-on process.
When missing self-service shows up
Typical situations
Good self-service does not replace people. It separates routine from advice.
What can your customers already do themselves?
Inform
Status, next steps and relevant information are visible without anyone having to ask. Customers do not have to call or write for information that is already known.
- Status is visible
- Fewer follow-up questions
- More control
With Lens · takes about 3 minutes
The clearer and more repeatable a task is, the better it suits self-service.
Routine, digital. Advice where it creates real value.
How O/S develops self-service
Understand the task
What does the customer want to do, again and again?
Clarify the rules
What is unambiguous, and when does a person need to decide?
Simplify the customer step
Which information or action is actually necessary?
Connect what follows
What has to happen internally, and reliably, after the customer acts?
Der Ablauf zuerst
We do not start with a login. We start with the task.
A portal with many features is not yet good self-service.
What changes withself-service
Themselves
Customers complete routine tasks directly.
For clearly defined tasks, customers do not have to wait for a call back, an email, or a named contact.
Visible
Status and information can be looked up.
Relevant data, documents and progress are available where customers can find them without asking.
Direct
Customer actions start processes.
An action in the portal can trigger the next internal step, instead of only leaving a request behind.
More
Time for advice and exceptions.
People spend more of their time on complex cases and conversations that matter, and less on repeated status questions.
Calculate routine effort
- How long does a typical organisational customer request take internally?
- How often does it happen each week?
- How much working time does it tie up over a year?
10Minutes per routine request
30Requests per week
46Working weeks per year
- ≈ 29 workdaysat 8 hours per workday
- ≈ 5.8 work weeksat 5 workdays per week
230 hours · 29 workdays
This internal routine effort ties up, per year
8,740.00 €
The calculator shows today's internal routine effort. Advice and exceptions should stay human where they create value.
Which of these tasks could the customer reasonably do themselves?
Lens helps you narrow down a sensible first piece of self-service.
Common questions
- Does self-service always need a login?
- Which processes suit it especially well?
- Can we start with a single function?
- Can PORTAL connect to systems we already have?
- How does a portal stay simple?
- When should a case stay personal?
No. A login is only needed when someone has to be identified, or when they need access to protected information that is specific to them.
CONTACT
Which task should your customers no longer have to ask you to do?
Describe a recurring case that customers currently have to call, write or wait for. You get a first view of whether self-service makes sense, and how small the first step can be.