Navicon Customer Service
Navicon Customer Service: absolute transparency of request handling
Platform: Microsoft Dynamics CRM
You need to
Centralize the registration and processing of customer requests coming in through various channels
Have transparent and easy-to-monitor customer request processing system
Reduce the costs of customer service
Diminish client attrition
Enlarge the knowledge base
The solution sorts customer requests into categories, assigning a response/resolution time limit to each category. It also assigns the automatic actions to be taken if the limits have been exceeded (for instance, sending a notification to a superior if the subordinate hasn't closed a request in time). While registering a new request, the system determines which SLA should be assigned to it and shows the time limit to the handling specialist.
The solution enables you to set automatic routing rules for requests depending on their characteristics. A request can be either put in a workgroup queue or forwarded to a specific employee. If queue routing is used, any employee of the workgroup can handle an incoming request, while the superior can monitor the number of requests in each queue. If employee-based routing is used, an employee gets notified through the system and via email, after which he/she can process the request while the system suggests a step-by-step way to do so.
Request registration and processing
Since the solution can be integrated with all remote banking channels, it provides unified request processing. The system also saves the whole history of interactions while a customer request is processed, then adds it to the general history of interactions. A unique life cycle can be set stage-by-stage for each category of requests. Besides, the solution enables you to customize interactive conversation scripts, making communication with customers more structured which is particularly important for new employees.
Knowledge base and FAQ
The solution enables keeping the knowledge base of typical client requests and the instructions of how to resolve them. While handling a request, an employee will be able to use context search or key word search. A relevant instruction can be attached to a registered request and then can be emailed to the customer. This eases the work, in particular for new employees whose adaptation time will be reduced.
The solution contains many reporting templates for customer service: the reports on the amount of service provided to customers and clients (by topic, request channel, client segment, etc.), on compliance with the time limits for request processing, on KPIs reached by the customer service team, on the usage of knowledge base articles.
Transparent process of request handling
Client attrition diminished by 15%
Client loyalty increased by 20%
Operational costs of request processing reduced by 30-50%