FIRST TIME RIGHT, WITH THE RIGHT INFORMATION
For service organizations, it is crucial that customer data are
included in the systems in a clear form. Problems often occur in
this regard when changes are made to these data. Different spelling
or incomplete data cause problems in the progression of customer
processes. Since data to be entered is often validated in the
employees' minds, mistakes are easily made and systems must be
frequently cleaned up. This is an expensive and time-consuming
activity, and does not even include the dropouts caused by
erroneous data.
Bottlenecks
- Data entry is not always being validated. Employees often apply
different spellings of the data.
- Certain data are not entered since this must be done in
different parts of the system.
- Due to the poor data quality, dropout numbers are relatively
high.
Solution
ProcessRunner leads employees through the procedures
intuitively. This ensures that customer contacts are processed
right the first time. Thanks to built-in validations, there is only
one way for employees to enter data.
Results
- ProcessRunner ensures the accurate entry of customer,
telephone, and account numbers.
- For other entry fields, the context is checked in the
background. For example, whether or not a new customer to be
entered actually already exists in the customer system.
- Employees register exactly the data needed to enable them to
complete the customer process right the first time.
The decrease of dropouts in the standard process and the
prevention of extensive 'data cleansing' result in a quick
turnaround time.