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.
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.
Multi-channel sales order processing
Documation captures orders from all incoming channels into one single stream, whether arriving by:
Order data is extracted and validated and the results delivered to workflow for further processing if required, before automatic transfer to your CRM and sales processing systems.
Self-service customer portals
Provision of self-service portals increases customer satisfaction and lowers department costs through reducing the number of enquiries for the Customer Services team.
Portals give customers access to key documents and eForms via which to register applications, requests, complaints, etc.
Input is fully validated online and delivered via workflow direct to the relevant business process and team.
Document retrieval from your key systems
Stored in a central repository, all of a customer’s related documents including applications, complaints, requests and responses, are available at the touch of a button, wherever and whenever they’re needed.
Seamless interface with CRM, ERP or any other business system, means documents remain accessible throughout their life.