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Enterprises need to achieve high levels of efficiencies in their customer interaction activities in order to cater to high expectations of Customers who are demanding seamless experiences across channels and across multiple product relationships they have with the Enterprise – while reducing service costs.

Enterprises need to automate customer servicing systems to increase the amount of time Agents spend in selling rather than problem solving, paperwork, validations, look-up and searches. Such automation also requires reducing the time taken to develop and change telemarketing scripts.

ValueMomentum is assisting Insurance and Lending Enterprises obtain the functionality that enables these efficiencies. Such functionality is being delivered through our partnership with SIEBEL CRM Package or through in-house efforts using a combination of Portal-based development, Decisioning Services, Cross functional Application Assembly and Information Integration initiatives. Key Customer Service Automation functionality to be targeted includes:

• Reducing order entry errors, through rules-based validations and scripts, improving customer satisfaction, saving time and paperwork
• Improving “access to knowledge & information” such as critical customer information, product portfolio, account interaction history, cross-sell options, related/household information and “service level” score so as to increase customer satisfaction and reduce order cancellations
• Providing access to “product information repository” with information such as product details, availability, pricing, discounts, service issues, data sheets etc
• Access to interactive troubleshooting guides and scripts
• Ability to access contract documents, commitments and entitlement “rules”
• Ability to define business processes and rules that schedule activities in a pre-defined order and automatically trigger them based on an event or response, and their subsequent monitoring.
• Ability to assign tasks to specific employees or teams based on specific rules
• Improving number of calls that can be handled by each CSR
• Automated email response management
• Support for interactions that were initiated through web portals or e-marketplaces by providing facilities such as an integrated co-browsing and chat
• Ability to create, assign and track service requests and trouble tickets along with associated prioritization and assignment optimization