Companies and customers in direct contact

The future is digital and Nlt is no exception. One effect is that some relationships that previously required a local presence can now exist at a distance: company and customer in direct contact. Physical intermediaries will always be indispensable, but not for everything. A recent survey sponsored by TargaTelematics and Escargo shows that it is very likely if not certain that this will happen in the initial contacts where the first information is sought. Even the sale of ancillary services, according to two out of three respondents and all of them insiders, is likely/safe to be a direct deal between operator and customer. We are talking for example about providing a replacement car when not provided or home pick-up/delivery. The latter is a service that has been mooted for years but is still not so widespread. One wonders: is it so complicated to provide? But no. At a cost that makes it affordable for everyone? Well, that remains to be seen. Again according to this research, certain ingredients are essential: a digital platform for processing and managing data (54%), a critical mass to develop economies of scale and be competitive (48) and drivers with digital and relational skills (39).