How to improve customer retention and reduce costs with TOPCALL solutions that automate your customer service processes.
The Finnish telecom and service provider TeliaSonera, the German wholesale company Okle and the Swiss travel agency Hotelplan have implemented TOPCALL solutions to automate and speed up their customer contacts. They all have one thing in common – the large number of daily faxes, letters, e-mails and phone calls received by customers ordering products and making inquiries on the one hand and sent or made to customers to inform them about deliveries and to reply to their inquiries on the other hand. All of them reported an increase in customer satisfaction and partly dramatic reductions in costs.
Up to now, it was often impossible to automate contacts with customers. But this is exactly where great potential for cost reductions exists. The automated customer service is integrated into the company’s internal IT processes where it shortens response times and lowers the error rate. As a consequence, customer satisfaction and loyalty are enhanced. All these benefits are guaranteed with the TOPCALL solution.
Automated customer service by TOPCALL
Interactions with customers are made via various communications channels such as voice, telephone, e-mail, fax, letter and SMS. Some of the data are of poor quality due to transmission errors, bad handwriting, typing errors or incorrect handling.
The customer service solution is based on the TOPCALL Communication Platform that enables the exchange of company-critical information by controlling communication flows within the company as well as to external recipients and by linking staff, applications and devices.
With the help of the leading Ascent OCR or ICR technology (Optical Character Recognition or Intelligent Character Recognition) all incoming documents are captured electronically and the relevant data are extracted. The document – inquiry, order or complaint – is automatically classified by means of an analysis of all data which are then passed on to the relevant internal applications. The customers automatically receive feedback via SMS, e-mail, telephone or fax – e.g. in the case of an order informing them how and approximately when the goods will be delivered and in the case of errors asking them to correct the data. Consistent monitoring and reporting from the very beginning ensures that all business processes are audit-proof and meet the compliance criteria.
The TOPCALL solution offers a variety of benefits: Customer satisfaction increases and, depending on the quantity and type of customer interactions, reductions by up to half of the current costs are possible. That means that it usually takes only a few months before a return on investment is achieved.