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Process example for 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.
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
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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
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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.
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Computer Sweden has published a debate article called ”Medborgare var god dröj” in swedish. The article is about the fact that it is rare for a municipality not to hace their customer service connected to a IT-system.
Read the entire article "Medborgare var god dröj" in Computer Sweden (In swedish) 
Computer Sweden has also acknowledged the implementation of flexiteBPMS as a common IT-support for Customer service in Skellefteå Municipality.
Read about Skellefteå Municipality and flexiteBPMS in Computer Sweden (In swedish)
In the beginning of 2008 Västerbottens Folkblad also acknowleded the successful implementation of flexiteBPMS in Skellefteå Municipality.
Read the article "Kundtjänst blev ett lyckokast" in Västerbottens Folkblad
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