For many years, service delivery quality has always been assessed and determined through direct human interactions. But not anymore. Technology has mostly changed traditional service delivery into a virtual and automated human engagement. 

Technology has significantly affected service delivery by improving the effectiveness and convenience of meeting customer needs. It has led to an improvement in service delivery and lowered the cost of operations.  

Its effects are unstoppable given the many benefits of technology. 

Today, you don’t have to visit a banking hall to complete a financial transaction. You don’t have to call your nearby travel agency to book your travel ticket. You can fulfill 

all those day-to-day activities at the comfort of your couch.

7 Outstanding Positive Impacts of Technology on Service Delivery 

Let’s now look at some of the main ways technology has affected the delivery of services. 

The services are today automated to allow customers to access most services through a click of a button.

1. Automation of Services

In the past, you were required to interact with customer representatives face-to-face to get services. However, with technology, you can get the help you need without leaving where you are.

2. Saving Time

Transacting virtually is relatively fast and convenient for both the customers and the companies. 

With the technological infrastructure, customers can access many services without wasting their precious time in long queues. You can fulfill many transactions online without a need for a human operator. 

3. Massive Investment in Technology Service Delivery

Organizations are investing heavily in technological infrastructure to support service delivery automation and encourage self-service. 

This is a positive move as customers conveniently access various services virtually. 

4. Operations Cost Saving

The required initial investment in technology is enormous, but the benefits outweigh the cost. It is common today for customers to be served by an automated operator, which is affordable compared to paid customer representatives. 

Organizations are benefiting from both efficient service provision and reduced operations costs. 

5. Widened Service Delivery Coverage 

Technology is allowing service delivery beyond geographical limitations. In the past, it was unimaginable for an organization to serve customers worldwide. 

But, today, the world wide web is enabling customers to access services across continents.

6. Reduced Physical Inventory Space

Before organizations embraced technology, most of the institutions’ inventory was locked in physical spaces, which was quite costly. Also, retrieving documents was complicated and time-consuming. 

However, today many organizations keep their inventory in digital form hence easier management and accessibility.

7. Easy Analysis and Presentation of Customer Data 

One of the main concerns of the effects of technology on service delivery quality is the possible total loss of human and personalized touch. 

However, with accessibility to customer data, institutions can offer enhanced personalized services. The customized services lead to better customer satisfaction and experience.

Technology allows organizations to gather, analyze and classify crucial information about their customers. 


Above are the main positive impacts of technology in service delivery.  However, organizations need to balance and ensure human touch in their service provision.


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