As the speed of service increases, the expectations for customer service grow higher. Making customer service easy and solution oriented is probably one of the most important trends in business today. The customer service process must be friendly and easy to use. Companies must present customers with single points of contact rather than shuffling them from one department to another department.
What does this trend mean e-business? To achieve business objective, companies need to adopt integrated applications that address the entire customer relationship, rather than focusing on departmental solutions that address only one part of the customer account relationship. These integrated applications will be critical not only within a company but also with their partners.