Customers get in touch with you in various manners. They come to your local branch office, they call you, write letters, faxes or e-mails, use chat and SMS. But in every single case – independent of the media channel – a customers’ request is most important. The often seen segregation between front and back office circumvents the fast processing of complex requests which are especially common at financial service providers, insurance companies, utilities and telco providers. The effective management of the processing of asynchronous customer requests becomes nearly impossible.

The methodology and the tools which have been used in contact centers for years are actually a very good role-model for the subsequent departments.

Frequent objectives are:

• It must be easy for your customers to contact you
• Optimized quality for every single interaction – cross-functional support of the customer during the first interaction
• Reduction of lost calls – increase of the availability over the phone
• Cut down response times for written requests and inquiries – reduce backlogs, equal distribution among available resources
• Distribution of requests according their business value
• Reduction of administrative overhead for your sales team
• Better cross-selling opportunities during customer requests
• Uninterrupted and trouble-free processes
• Diversification and differentiation by providing better service, using your resources more efficiently

BELTPOINT – as a specialist for the management of customer interactions aligned with your business processes – acts not only as your consultant but will also assist you during the implementation. Because of our experience we combine strategic and operational views and develop applicable, powerful and aligned solutions together.