KC Online Case Management
11/2/15 - Written by Andrea Mellor, Professional Services Manager, Integritie
Andrea has over 30 years' experience in the IT Industry with more than 20 years in the ECM arena. Andrea has a development background which holds her in good stead when working with the technical teams and Customers alike. Her role with Integritie is to ensure all Integritie Service Projects are delivered on time, within Budget and most importantly to the satisfaction of the Customer.
O2, part of the Telefonica Group, faced a challenge in managing the expediential growth and management of customer letters, emails and other communications, impacting the time required to reply to customers. It was clear to O2 that automation of the call centre and communication capture process was required.
O2 wanted a solution that could manage the entire process as a 'case', from receipt of the enquiry through to resolution and response. It was also important to retain critical customer correspondence in a single, secure location to support future customer service requests. O2 selected Integritie's case management solution, built on the capabilities of the IBM Enterprise Content Management Portfolio.
As a result of implementing the Integritie Knowledge Capture Online Advanced Case Management solution, O2 realised quantitative and qualitative benefits in their ability to serve their millions of customers, whilst reducing service costs, and providing a more efficient work environment for thousands of Customer Service Advisors(CSA).
Integritie's Knowledge Capture Advanced Case Management solution enables O2 to capture inbound customer communications that arrive via letter, email and attachments, fax and web forms. It is then classified based upon a dynamic set of predefined questions that determine subsequent processing actions and sent to the CSA.
Each CSA is associated with a profile that indicates the types of requests they are skilled at handling and the actions they can take when investigating, resolving and responding to the customer request. Sequential stages of the process can be completed under system guidance or determined by the CSA prior to progressing to the next stage. This flexibility allows the advisor to apply their knowledge and expertise and include relevant content and comments to explain why certain steps were taken or decisions made.
In certain situations processing may be delayed until additional information is received, such as requesting further details from the customer, or pending review by a supervisor/other department. A diary capability enables work to be pended to a future date/time. As additional content or communication arrives, the solution enables O2 to automatically add these to an existing case and re-prioritise if necessary. CSAs have the flexibility to progress the case to the next stage of the process once appropriate information has been received.
The sophisticated search capabilities of Integritie's case management solution also provide CSAs with more relevant search results helping to speed the response time for enquiries.
Managing the progression of complex customer requests is a key factor in providing differentiated customer service. By using the case model to process customer requests the current status of any case is immediately available to CSAs and supervisors. Case metrics and statistics also permit extensive reporting and auditing reporting to assess efficiency and throughput, as well as provide a detailed view of who did what and when.
As a result of implementing Integritie's case management solution, O2 realised quantitative and qualitative benefits in their ability to serve millions of customers, reduce service costs, and provide a more efficient work environment for thousands of CSAs.
Information from Integritie's case management system in conjunction with O2's CRM system provides CSAs the details of previous customer calls to the contact centres as well as a history of customer correspondence. CSRs now have a better understanding of the customer's needs in context of the history of interaction.
Within 3 months, O2 increased their ability to manage customer correspondence by 100%. Previously the average response time to customer enquiries had been about 5 days. Response time has now been reduced to 2 days. The overall result has been a reduction of 'cost to manage' customer interactions, while simultaneously improving the quality of customer service through faster response times.
From the employee perspective, CSAs have also realised greater job satisfaction and productivity via their improved abilities (capture, classify, process, prioritise, monitor status, complete record of correspondence history) to investigate, resolve and respond to customer enquiries.
Although Integritie's case management solution was initially implemented to improve handling of customer correspondence, other departments recognised the value of a solution that provides an environment to capture and securely manage documents, content and correspondence specific to their areas of business. Consequently, the solution is now employed as a strategic archive for business critical documents.
For more information on Integritie's Case Management Solution, please Click Here
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