Customer Service
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Customer Service is a support function that an organization offers its customers. The purpose is to give information, receive complaints and offer technical support. As Customer Service usually handles the most difficult questions, it is of great importance to have a system that can handle these questions, and that through the system, information can be managed.
Process Example for Customer Service
Our Process Example for Customer Service is well tested and tried out. The solution is a platform for Customer Service.
A Faster and More Secure Customer Service with flexiteBPMS
Incoming reports are often delivered from Customer Service to the persons responsible for decision-making. This results in that it is up to those responsible to handle their reports. flexiteBPMS secures a faster and more efficient flow of reports for the Customer Service. By gathering all reports in the same system from the beginning, the organization gets a complete overview of the questions they receive. Nothing is neglected or forgotten. Depending on the nature of the report, Customer Service delivers them out to the persons responsible for decision-making. Customer Service can handle and solve many reports directly. In this way the organization reduces the work load for the responsible persons and the customer will be served much faster.
By gathering all incoming reports in flexite database, the organization receives a complete basis for statistics. All data reported in flexiteBPMS can be detected through one of the integrated applications in the system. The ability to measure time passed for every activity is extra interesting as you can see how long time it takes for each report to be taken care of.
Customer Service in Skellefteå Municipal a Success Among the Citizens
The Process Example is used in a modified solution in Skellefteå’s municipal as IT-support for its central Customer Service. A survey done last May shows that Customer Service is a much appreciated function among the citizens of Skellefteå.
– Earlier you had to chase the right person for your report. Now it is the staff at Customer Service that makes sure your report is taken care of properly and correctly, says Nils Renström from Ursviken.
In the beginning of June 2008, the Västerbottens Folkblad (newspaper) published a notice about the successful implementation.
Read more about how Skellefteå Municipality uses flexiteBPMS for their customer service: (External link in swedish)
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