Even in 2006 companies still conduct a massive part of their business using paper. But when it comes to compliance paper is a pain. It has to be recorded, transcribed, indexed, referenced, copied and stored. And some companies have to cope with tens of thousands of pieces a day. Of course customers don't care about that. They have filled in a form, written a letter, or returned another piece of mail, and they want to know exactly what you are doing about it. If you don't tell them or act fast enough you can be sure your competitor will.
Now layer on top of this the need to meet any regulatory, compliance or standards requirements. Everything you do in dealing with the customer - making financial decisions or both - needs to be tracked, audited, stored and reported upon.
This is a great example of the compliance/customer paradox. The very process you need to put in place to ensure the customer is protected can get in the way of providing the service they demand.
This is just one of the ways that Customer Process Management (CPM) solutions can address two issues at once, resulting in considerable benefits. Optical Character Recognition (OCR) may allow documents to be scanned and recognised easily but indexing and taking action on them is still an issue. CPM solutions go much further. Automation and integration techniques can be automatically applied to look up data and complete the indexing where possible. (Now the originals can be archived and customer proofs returned.) Workflow can be used to ensure the correspondence is assigned and worked on and that the customer-centric process is executed efficiently and effectively with full recording of the documents. In addition a full audit trail ensures the steps and decisions made are available for reporting. The result is that customer service can be improved while ensuring compliance needs are addressed.
As for the customer? Well the document images and all the data are recorded in Microsoft Dynamics CRM, to ensure the customer can be called, sent a text, emailed, informed via a portal or even written to!
And there's more – a lot more. Why not download our datasheet HERE?