Companies are looking to optimize the customer experience, improve customer loyalty, and reduce operational costs of managing customer interactions. To accomplish this, customer service personnel need the right information at the right time to resolve cases quickly and efficiently. However, a proliferation of tools in customer service area has made the path to resolution more convoluted. Record-centric CRM solutions provide valuable customer information but lack the ability to solve sophisticated customer interactions and often require extensive customization.
To become truly customer-centric, by maximizing the lifetime value of the customer and leveraging lower cost channels of communication, companies need a comprehensive customer centric case management that leverages Business Process Management to optimize customer centric processes and facilitate timely interactions with customers.
Savvion provides a comprehensive Customer Centric Case Management solution built over the best in class BPMS platform. Savvion delivers a complete set of functionality and tools to create business-driven case management applications for customer contact center and customer care that may include disputes, claims, fraud and trouble ticketing, along with long running process applications such as new account opening, order management, and returns management applications.
Savvion Customer Centric Case Management provides out-of-the-box functionality that allows business managers to configure and deploy agile case management applications. The following sections describe the key functionality required to develop case management applications.