Customer Services

Customer interaction

Documation’s Customer Services solution works with your CRM and line of business systems. It provides document capture, process workflow and on-line file access in areas including:

  • Customer onboarding
  • Customer applications and requests
  • Customer correspondence

Automated capture, and routing for all documents – emails, paper, eForms, fax and mobile – allows customers to use their preferred method of communication without compromising your processing efficiency.

The Customer Services solution extracts, validates and verifies key data – account number, contract number, customer name, document context (application, letter of complaint, change of address details,), etc, – and routes the communication to the relevant team. Timeframes are monitored, and overdue work highlighted and escalated according to process rules.

Outgoing replies can be generated manually or automatically and delivered via customer preferred route.

Complaint handling

Complaints received as correspondence are identified automatically and routed for swift resolution, with responses tracked and monitored by workflow. BI (business intelligence) provides staff performance and KPI information, and statistics which can be used to trigger workflow to prompt remedial action or training.

Complaints can be logged through a customer portal using eForms, and eForms can also be used for online completion by Customer Services staff and to provide call operatives with a best practice guide for call response.

Customer Services – full solution details
Call +44 (0) 23 8064 7776 for an informal chat, or use our contact form to request a demonstration or more information about any of our products and services.