Interview: How the new OTP process in TYRIOS is revolutionising customer interaction
In today's digital world, companies are looking for innovative ways to improve customer interaction and optimise workflows. TYRIOS' new One-Time Password (OTP) process is one such advancement that has the potential to fundamentally change the way organisations and customers interact with each other. In this interview, Dr Mathias Bank, Product Owner of TYRIOS, gives us an insight into the benefits and possible applications of this new process.
Editor: Mathias, digitalisation continues to advance and companies are looking for new ways to optimise customer interaction. You and your team have introduced the new OTP process in TYRIOS. Can you explain exactly what this process is?
Dr Mathias Bank: With pleasure. The OTP process, or One-Time Password, is a one-time confirmation by email or SMS that allows customers to authenticate themselves quickly and without the traditional account creation process. This means fewer hurdles for the user and less effort for the operator. A particular highlight is that every customer can access their digital account, which is linked to their existing data. This goes far beyond retail and makes TYRIOS a comprehensive platform for digitising customer processes. Customers can view and maintain their contact details, invoices and SEPA information at any time. This not only creates transparency in accordance with GDPR requirements, but also significantly reduces the burden on work processes.
Derived benefits and use cases by sector
Industry and general services: The OTP process allows customers to manage their accounts independently, which significantly reduces the administrative burden. They can view and update documents such as invoices and contract information, which strengthens customer loyalty and optimises service processes.
Retail: Retailers benefit from the ability to offer their customers exclusive access to personalised offers and loyalty programmes without the need for complex registrations. In addition, customers can easily manage their order history and payment information, resulting in a better user experience.
Clubs and organisations: Members of clubs can authenticate themselves stress-free without passwords to access internal information and services. Sports clubs with team sports programmes in particular can make their member administration and communication more efficient.
Events and workshops: Simple registration via OTP makes it easier for participants to sign up for events and workshops without the hassle of traditional account creation. This increases the participation rate and reduces barriers for interested parties.
Editor: That sounds like it has broad applicability. Can we now delve deeper into the specific benefits for certain industries?
Dr Mathias Bank: Of course! Let's look at this in detail:
Customer access and self-management: perhaps the biggest advantage of the OTP process is the ability for customers to access their digital account at any time and manage their data independently. Thanks to the integration with TYRIOS CRM, customers can view and maintain their contact details, invoices and SEPA information, which significantly reduces the workload and creates transparency in accordance with GDPR requirements. This forms the basis for numerous other benefits that are evident in the various use cases.
Exclusive access to offers: Companies can make special offers or content available to their loyal customers. Without the OTP process, this would require a traditional login, which usually requires prior registration and a password. This can be tedious for users and discourage them from logging in.
Editor: That's certainly helpful. What does it look like in practice for organisations?
Dr Mathias Bank: This is exactly where the advantage of managing club memberships becomes apparent. Members can authenticate themselves stress-free without a password and immediately access internal information or special services. Without the OTP process, they would have to register and manage passwords - a frequent source of problems. Sports retailers who offer team sports for clubs in particular benefit from this, as members can now access orders and team resources more easily.
Editor: What other advantages are there for event organisation?
Dr Mathias Bank: Very good question! For online events or workshops, such as knitting meetings in the wool sector, it is much easier for participants to register. Without the OTP process, extensive registration steps with user accounts would be necessary. This could deter potential participants who don't want to register separately.
Editor: And what about the integration of offline and online purchases?
Dr Mathias Bank: A major advantage of the OTP process is the seamless linking of offline and online data. Customers who have already made a purchase in the shop and are recorded in the ERP can simply log in online without having to enter their data again. Without OTP, the customer would have to register again, which means unnecessary effort. This opens up new perspectives far beyond retail: customers can access any digital account linked to their data at any time. In this way, the platform becomes more than just a pretty website - it becomes a tool that makes work easier, creates efficiency and, in the best case, even increases sales.
Editor: What role does the OTP process play in customer service and how does it change the entire customer communication process?
Dr Mathias Bank: The OTP process not only changes the reduction of support requests, but also the entire customer communication. As customers can authenticate themselves without passwords, one of the most common problems is eliminated: forgetting passwords. This means fewer support requests and a significant reduction in customer service workload. Customers can also track their enquiries and concerns more easily, as they can access their digital account and update information at any time. This not only creates efficiency, but also boosts customer confidence and satisfaction as they feel that the service is smoother and more accessible. Without OTP, customers would still have to use complex passwords and reset them regularly, which would burden support and make interaction more difficult.
Editor: Are there any other scenarios you would like to highlight?
Dr Mathias Bank: Absolutely. Another big advantage is the simplified processing of returns and warranty cases. Customers can verify themselves via OTP and access their order history directly. Without this process, complex identification procedures would be necessary, which would slow down customer service. And, of course, personalised offers are another highlight. Without OTP, the customer would have to create an account and log in each time, making access to such offers much more difficult.
Editor: That's a lot of advantages! What about the security aspect?
Dr Mathias Bank: Security is a key point. The OTP process offers a high level of security without the complexity of passwords. This is a great advantage, especially for sensitive data such as invoices. Without OTP, you would have to rely on passwords, which are susceptible to security risks.
Editor: How important is the OTP process for companies in terms of efficiency?
Dr Mathias Bank: The OTP process not only increases customer loyalty and customer service, but also significantly improves employee efficiency. As customers can manage their contact details, invoices and contract information independently, the administrative workload is reduced. As a result, employees have more capacity for value-adding tasks and need to spend less time on routine enquiries and data updates. Studies show that such self-service solutions can reduce support costs by up to 30 %, which in turn saves costs, improves data quality and increases productivity.
Conclusion
The OTP process in TYRIOS is revolutionising the way companies interact with their customers. It offers many advantages, from simple registration to the integration of existing databases, and creates real added value in many areas. It also makes it clear that a website should be more than just a pretty business card - it has to work, simplify processes and, ideally, generate sales.