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The industry “on demand” explodes: you can hail a citizen driver almost instantly, outsource a number of jobs and tasks online, have almost anything delivered anywhere in minutes, rent houses other people to sleep or work, you name it, all with the tap of a smartphone.
With this ever-growing trend toward instant gratification, countless businesses – not just Ubers, Amazons, or Airbnbs around the world – must evolve their infrastructure to adapt to this growing trend, or risk being left behind. .
It is ultimately a combination of strong technology and human touch that has enabled this consumer revolution and will provide better customer service.
There is a plethora of technologies that make it easier than ever for businesses to help consumers get what they want, right here and now. But with such a diversity of available technologies, it is difficult to know which SaaS and API solutions are suitable. A good business can use these technologies to create a balance of subsystems working together to meet the needs of the business.
Here are four key tips that helped us sustainably develop an on-demand smartphone repair service now available in 17 major American cities:
1. Create a service-oriented user interface.
With everything available all the time, service is the key to success. On-demand services must be easy and enjoyable. The user interface (UI) is crucial to building a successful on-demand business. A company’s application or website is the customer’s first look at the service they will receive. It should be seen as a shop window – neat and clean, with clear signage for the aisles of interest. It should be easy for the customer to see when the service provider will arrive at their location, as well as the price they will pay, not surprisingly.
The same level of attention should be paid to the back of the app, streamlining interaction for your employees to make things like client location and job specifications clear while simplifying communication between the two. ends. Service providers should have to spend a minimum of time researching consumer details and job requirements, and a maximum of time meeting customer needs.
Ultimately, ease of use will attract more customers and more high-quality service providers, which is essential to the growth of any business.
Related: Bringing an on-demand mindset to employee development
2. Be fast, reliable and precise.
It is important that your on-demand service is fast and reliable. The less time that elapses between an order and its execution, the happier the customer, the more jobs you can deal with and the more income you will generate. As such, your entire system must be designed for speed.
But speed isn’t everything. To get good on-demand service, it is essential to ensure that service providers have the right skills and the right equipment. Consider ordering a ride from Uber for five people and showing up a four-seater, or ordering a repair for an iPhone 6 and showing up a technician with parts for iPhone 5.
It is also absolutely essential that the service is simple and transparent. Confusing or misleading service will stop customers, and even a single bad experience can spread quickly.
Speed is however essential in terms of payment. Missed or delayed payments to service providers will also discourage them from committing to your business.
Related: What HomeJoy’s Failure Tells Us About The Future Of The Demand Economy
3. Trend analysis.
Your business has a huge amount of untapped statistical data it can use to identify areas of opportunity in the on-demand economy. There are two main sources of data to consider – Macro and Micro.
Microdata can be used to increase the efficiency of meeting individual work demands. This includes information such as the location of customers, current inventory, and the location of service providers. Data from live traffic updates has also become widely available with huge benefits.
Macrodata includes things like peak times as well as trends in user location or demand for different types of services. Macrodata will help forecast supply and demand and therefore forecast planning.
These two data feeds feed into each other to highlight areas of growth potential, better supply chain management, and trends that can lead to a better understanding of your operations. Making the right calculation in real time based on this data is essential to increase margins, reduce journey time and make the supply and demand chain much more agile. In addition, by using big data, the system itself can learn and improve for the future.
Of course, with all of this in mind, your business needs to focus on securing and respecting your customers’ information and privacy.
4. Stay modular to take advantage of the scale.
If you’re taking your first steps into the world on demand, you’re probably not interested in a complete overhaul of your information system yet. It is very good. Keep in mind that with information technology evolving at exponential rates, you will have to update your system regularly anyway, so it’s best to make it modular and flexible to get started. Smart, sustainable and scalable growth is paramount, as the logistics required for a large business dealing with tens of thousands of customers daily is very different from that of a small business with just a few hundred – the size of the team. assistance in the complexity of real-time decision-making.
With that in mind, make sure the back end of your business is layered, which makes updating easier and allows you to see how the information in a section affects and is affected by the layer above and below. .
The bottom line: As the demand for instant gratification in our on-demand economy increases, if you learn to adapt, the long-term gratification for your business will also increase.
Related: What Workers Need in the Demand Economy