Customer Service Departments
Customer service departments are usually at the cutting edge of interaction between an organisation and their clients. The key issues are ensuring that customers are satisfied, queries are promptly addressed and the costs of fulfilling this are minimised.
There are many examples we can all think of of poor customer service such as:
- "I cannot find your order"
- "I will have to call you back later when I have that information to hand"
- "Sorry but we haven't had your details through from our claims team yet"
These problems can ultimately lose business and cost your company more in administrative overheads.
How can our document management and scanning services help customer service teams?
Typically most modern customer service departments will already use a CRM (customer relationship management) database to record communications and customer<>company interactions. These typically though have very limited document and email management functionality and are clumsy when trying to manage large volumes of mixed email, fax and say MS Office correspondence.
It is essential to maintain a full end to end record and audit of historic communications as well as an audit trail of related information such as orders, delivery notes, returns and other records.
DCS can help deliver a fully 'joined' end to end solution which can cover:
- Scanning of historic client files
- Implementation of document and email management solutions
- Integration with MS CRM, Sale Logic, Siebel CRM solutions
- Business process automation solutions
- Handling of customer surveys and collation/capture of returned results
This all helps improve customer satisfaction, retention of business and reduced administrative costs.
Further Information on our document management services:
Document Capture and Scanning Software
- Kofax Ascent Capture - Distributed scanning
- Kofax Indicius - Unstructured document capture
- B-Wize - Invoice & Form capture
Information and Document Management Software
Business Process Management Software
Outsource Services
- Document scanning
- Microfilm scanning
- Data capture / Keystroke entry
- Mailroom outsourcing - Outsource mail collection, handling and distribution
- FileStore Online - Web based document management service
