MORE SATISFIED CUSTOMERS THANKS TO STANDARD APPROACH
An Internet service provider faces two problems. First the
productivity of its employees is too low. This is caused by a lack
of clarity. Too many customers are receiving customized service.
Systems do not support individual agreements. Furthermore, the
quality of service is under fire. Due to this differentiated
customer approach, many mistakes are made. Customers have no
patience for this: next time they just go to another
provider.
Bottlenecks
- Processing customer inquiries takes too long. Working more
efficiently is a must.
- A processing error is made in 8% of the incoming requests. This
often has a direct consequence for the
customer.
Solution
By using ProcessRunner the error rate falls dramatically.
Processes are being standardized and because of the use of
validations, the quality of data entry increases.
Results
- Employees are provided with specific processing screens, and
are automatically guided through the various actions. This will
dramatically lower the likelihood that errors will be made.
- By using validations, the quality of the data entry is
monitored.
- By standardizing processes, customer inquiries can be processed
faster.
Deployment of ProcessRunner will reduce the error rate
by more than 50%, thus directly increasing customer
satisfaction.