In order to meet the requirements for successful customer experience management, workflows in customer contact nowadays often require the parallel use of a variety of applications, the switch between the front office and the back office or the real-time access to a wide range of information sources.
Unified Desktop reduces complexity and creates an overview
A non-invasive front-end integration ensures that the required and important information for customer communication is available any moment, and superfluous information is not displayed; without complex integration at database level or interface programming.
(Part-) Automation creates free space and time gain
Standard processes can be fully automated (RPA) and important process steps can be individually controlled by employee service (RDA). This creates capacity gains for the basics as well as process acceleration and increased cost efficiency.
THE ADVANTAGES OF OUR SOLUTION
HIGHER SALES AT LOWER COSTS
Increase First Call Resolution
Reduction of the average handling time
Workflow Optimization & Desktop Automation
Maximize up & cross selling opportunities
Exploiting service-to-sales potentials
TIME TO MARKET REDUCES
Reduced training time for the agents
Reduced training efforts for new employees
IMPROVED AND SECURED PROCESSES
Reduce errors and prevent fraud
Ensure compliance rules
IMPROVED CUSTOMER EXPERIENCE
360 ° Contextual customer information
Next Best Action
Best practice analyses
Higher employee motivation
Better Customer Lifetime Value
Lower employee incidents
Decrease on average by 80%
Increases by 50%
Increases by an average of 80%
THE APPLICATION AREA OF OUR SOLUTION
Perfect workflow optimization through consolidation & Automation
The customer contact is managed professionally by automating repetitive tasks and automating data transfer between applications for time saving and error prevention. The agent can concentrate on the essentials: the customer communication.
Unified Desktop with 360 ° view
The context-related information representation to avoid searches and support in the “Next Best Action” area, as well as the integration of different optimized presentation of existing applications and the integration of data from different sources, lead to more service excellence in customer contact.
Extending outdated and simplified existing technologies through web services
The migration to SaaS enables different locations use as well as time savings through single sign-on.
CASE STUDY| INSURANCE
Typical problem areas: Mainframe applications or character-oriented applications in almost all processes
For years, they were no changes or further developments of the mainframe applications (cost / risk / knowledge)
Complex integration with other applications
Low ergonomics and steep learning curve
Automation for mainframe applications is not common
Different partner applications in business processes
Few or no backend APIs, many manual processes (copy & paste) in the portals / files
Frequent changes to laws, processes or portals make coherence and long-term planning a current problem
Eligibility check, opening and closing accounts, marketing campaigns
Steep learning curve
Paperless operation is the goal for many, but it is difficult to achieve with the current systems and processes
SOLUTIONS FOR THE INSURANCE INDUSTRY
WITH OUR SOLUTION, NO CHANGES IN ITS EXISTING APPLICATIONS ARE REQUIRED. THE SOLUTION CAN BE USED WITH ANY SYSTEMS OR APPLICATIONS.
Contextor can automate the mainframe sessions
Contextor can create a web overlay for mainframe sessions or replace mainframe applications
Contextor can automate an application – regardless of its ownership- and integrate it seamlessly into the business processes
Contextor can automate processes and train the employees simultaneously
Contextor can be used to avoid the printing of any documents (transfer of scanned documents, management of workflows, reports, checklists, etc.).
TYPICAL PROJECT DEVELOPMENT
Definition of the project KPI, implementation of concrete, customer-specific use cases, time requirements 4-6 hrs.
Here, the technical requirements are checked, the used systems of the process are recorded, time requirements 1-3 hours.
System development of the pilot:
Average 5-6 days
Pilot phase in the productive environment:
between 4-6 weeks duration, measurement of the defined success factors (project KPI), Implementation into operation