Process. Streamline. Fulfil.

Is your organisation swimming in a sea of paper? Are you struggling to track customer and business service requests and control SLAs? Are there bottlenecks in your enterprise?

With today’s widespread, multichannel organisations, it’s not always possible to solve customer queries and requests in the first interaction. Work may need to be taken offline and be passed through many different areas of the business. If this isn’t done quickly and effectively, it can become a huge frustration to the customer whose expectations are often that it is ‘just a simple request’. Lengthy response times, loss or duplication of tasks and the inability to follow or track a process triggers a lack of customer confidence and a poor overall engagement experience.

Ciboodle Flow, our case and correspondence handling software, empowers you to proactively and effectively handle customer queries from first contact to case closed. Whether the ‘case’ be an incoming application, claim, complaint, dispute or any other event that needs to be handled through a combination of human tasks and electronic workflow, Ciboodle Flow can help.

Ciboodle Flow systematically organises all associated records into cases, grouping content such as scanned documents, images, emails and phone transcripts, as defined by your business. This system is proven to make cases easy to navigate, information clearer to understand, and resolutions found quickly and effectively.

Ciboodle Flow doesn’t just organise, it also circulates work items by pushing tasks to appropriately skilled users or allowing them to be pulled manually. Accessible by anyone, anywhere, at any time - configurable escalations, prioritisation and multichannel service level alerts give you the confidence that the right request is routed to the right person – first time, every time.

The Management Dashboard visualises the flow of work across the organisation. Capacity issues, SLA exceptions and performance graphs are available to the Service Management teams to track actual statistics and intervene proactively.

Ciboodle Flow boasts flexible integration to your existing legacy assets, ensuring all data, processes and content relevant to the customer request is leveraged – eradicating unnecessary copying and pasting between applications that frustrate staff, increase errors and duplication, and ultimately annoy the customer.

a.k.a. Case Management, Workflow, Correspondence Handling

• Cut average processing time by 75%

• Reduced average case duration by 80%

• Correspondence handling time reduced from 2 days to 1 hour • Training times lowered by 33%

• Reduced complaints to industry regulator by 30%

• Saved $240k via operational efficiencies in first 6 months of implementation

• Award winner for excellence in BPM and Workflow at the International BPM Awards

“Sword Ciboodle’s advanced case handling capabilities have allowed us to significantly improve the way we manage work across the business. Cases are easier to handle and are closed quicker, meaning interactions are more efficient for us and our customers.”

Ciboodle Flow Track Record

For more information please contact:

t: +44 (0)141 533 4000e: info@sword-ciboodle.com

www.sword-ciboodle.com/flow

Neil Clitheroe, Customer Service Director, ScottishPower

Ciboodle Flow Features

• User Profile Display highlights assigned cases, backlog, SLAs and available resource pools

• Manages case contents like interaction history, activities, images, maps – all associated items

• Search Active and Closed cases by content, type, assignment and stage

• Management Dashboard visualises workflow through departments, bottlenecks and performance

• Procedural rules assist users through unfamiliar processes

• Worklist organises cases for individuals and groups, sorting them by priority, subject, status or other custom criteria

• Calendar integration schedules appointments, facilities and tasks

• Integration adaptors leverage existing databases and applications

• Flexible work routing provides automatic or manual work distribution based on staff skill, role and availability

From Paper Pain to Streamlined Satisfaction

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“As enterprises begin to understand the importance of integrating end-to-end customer processes, they are turning to solutions with native case handling capabilities that can support unique and flexible process flows like Sword Ciboodle..”

Bill Band, Principle Analyst, Forrester Research