Customer Services Management (CSM)

In any business, dealing with incoming documents, be they paper or electronic, can be complex and time consuming. Determining who needs to see a document is relatively simple if it is addressed to a specific individual, but this is not always the case. Documents often arrive un-addressed or need to be seen by more than one person. With key business documents, it can be vital that they are actioned by the correct person so distribution delays can cause costly problems.

Correspondence management controls and manages the distribution of incoming and outgoing documents for an organisation. Documents can be captured on entry to an organisation, intelligently routed to the correct individual for action and copied to any colleagues who need to see them for information purposes. Key data within the documents can also be validated and verified, for example customer account numbers, agreement number etc.

Key Benefits of Customer Services Management

• Elimination of paper-based process
  Documation's CSM includes scanning, importing, Electronic Document Filing (EDF) and COLD components. Together they ensure consistent processing of all your documents, regardless of the original format
• Reduced processing delays
  
  
• Remove the requirement for data verification
  CSM can validate documents using certain fields to verify the document and data; ensuring that only valid documents continue to be processed.
  
  
• Removal of manual distribution and subsequent delays
  Automating the delivery process using the CSM removes all risk of lost documents and speeds up the process considerably.  Documents are automatically sent to the relevant department or individual in electronic form, for processing
• No requirement to copy and send paper
• No physical movement of paper
• Mandatory routing ensures every document is distributed
  
  
• Flexibility of solution allows staff to adjust which documents they wish to see at any time
  All documents are immediately available via the line of business systems, the Internet or desktop.
  
  
• Ensures your exact business rules are matched
  Business rules are embedded in the workflow engine. Documents can be routed around the organisation to the people who need to see them, escalated where necessary and sent to others for information or whatever the business rules dictate.

Contact Documation If you are processing thousands of documents per month and want to improve efficiency and control whilst reducing costs, then please get in touch with us today!