vodafone process tracker - delivering reduced costs and better customer service
DESCRIPTION
Vodafone Process Tracker is a unique software-as-a-service solution, which allows you to manage workflows such as mortgage applications, while automatically keeping customers and third parties informed of progress via SMS, e-mail or the web. Whatever the process, volume or systems integration required Vodafone Process Tracker can help simplify and drive out cost from your business. A recent example is Payment Protection Insurance claims whereby Process Tracker can help manage the information workflow of the claim process whilst proactively information customers of their status to avoid any chase calls. For more information, please visit: http://enterprise.vodafone.com/processtrackerTRANSCRIPT
AN ALL TOO FAMILIAR PROBLEM…
Helen is stressed
John is frustrated
Sorry to keep you waiting,but I don’t have access tothe information you need
CAN I TRANSFER YOU?But I’ve already been waiting for over 20 minutes!!
CASE ORIGINATION
• Performance monitoring, analysis, reporting• Drill down to individual key stages in cases• Pipeline• Volumes and efficiencies• Traffic jams• Geo-mapping• Live dashboards• Easy data download to CSV• Bespoke reports and much more
• Properly connected workflow, SLA’s, communications and reporting• Happier customers, third parties • Happier and more productive processing centre team members• Measurable and rapid cost savings• The ability to deliver more with less
ONLINE PROCESS TRACKER DEMO MOVIE: http://enterprise.vodafone.com/processtracker
• Branch• Online• Telephone• Post• Imaging• Customer eForm• Back office systems
WITH PROCESS TRACKER THINGS ARE DIFFERENT!
• Advanced workflow – simple or complex processes• Automatic, configurable SLA’s• Automatic, proactive communications to all parties – SMS, email, web, social • PDF generation• Document upload/management• Work queues
• Diary management• Call logging• Bulk communication• Real-time reporting• Automatic audit trails for governance• Integration with legacy systems• Deployable in 4 to 6 weeks• Full ROI and more in 12 months or less
CASE MANAGEMENT
REAL-TIME MANAGEMENT INFORMATION
CUSTOMER AND THIRD-PARTY MANAGEMENT
BETTER OUTCOMES FOR ALL!
• Expectations and behaviour managed by proactive alerts and communications• Fewer ‘chaser’ calls (by up to 65% at £4 to £5 per call*)• Fewer complaints (by up to 90%)• Less print and post (and lower carbon foot print)• Full use of digital channels• John is happy to self serve
sms
web
email *ContactBabel 2011
Process Tracker is proven to deliver compelling cost savings and service improvements in regulated, high volume environments like Financial Services, Health Care and the Public Sector. We do this by flexibly and intelligently joining up functions and processes, which are often separate or disjointed – workflow, SLA’s, communications and reporting. Why not talk to us about a Process Tracker demo or workshop?
Process Tracker is proven to deliver reduced costs and better customer service