Customer Services

• Problem

  Speed of client information access and improvement of the overall service given to our clients

  Solution

  Implement a Intelligent case management solution as part of a broader ECM adoption to allow instant access to all relevant client information and status of client feedback and responses.

• Problem

  We need to improve the communication and response times to our clients

  Solution

  Implement a Intelligent Customer Communications solution to allow automatic, relevant and professional client communications as part of the overall client experience.

• Problem

  Regular breaching of SLAs around case response times and lack of business intelligence for managers, resulting in lowered levels of customer service

  Solution

  Consultancy; Carry out business analysis to map current flow of information; Requirements workshops to understand requirements, SLAs and reporting requirements; assist with requirements mapping and vendor selection for a DM/worfkflow system.

  Technology; Implement a document management and workflow solution to capture, store, control and route critical documents and to monitor response times. Additional business intelligence can be provided by the creation of bespoke dashboarding and reports.

• Problem

  My customers are demanding access to online reports

  Solution

  Online viewing through a number of different vendors which provides immediate access to information, reduces carbon footprint, increases efficiency. Implementing an on-line viewing or self service portal will ensure customers become more efficient and whilst also saving time and money.