Customer Response Management

Client Challenge

As incoming business mail, such as a claim, enters through multiple channels, browser-based access to all customer records and business correspondence is essential for timely and relevant responses.

• Manual processing is minimized through automatic classification and extraction of vital information from incoming mail (paper, fax and e-mail messages).
• Automatic routing based on business rules to a user department enables customer care staff to generate an automatic or user-interactive response based on user authorization.
• Document status, clerk activity monitoring, response time/date tracking by service code and auditing help ensure timely reaction and consistent improvements to customer service.
• Generated personalized response letters must be compliant with corporate design, look and feel, using corporate templates, fonts and forms and optional electronic or centralized print-and-mail delivery.

Offer Description

The Papyrus Response Management Solution receives and classifies inbound customer correspondence, extracts data content and routes - all based on the defined process and depending on business rules to user departments (customer care, sales) - for timely, relevant and accurate response.

• Extracted data is stored in a CRM database
• An individual response using customer and business data is created immediately, minimizing manual processing by automatic or semi-automatic creation of letters
• Papyrus Business Correspondence functionality enables staff to create and modify outgoing letters and e-mails using the integrated output management for optimized print and mail
  
  

Value Delivered

Key Benefits/Value

• Entire incoming and outgoing correspondence process is automated, standardized and streamlined
• Minimized manual processing via automatic classification and extraction of virtual information
• Automatic routing to a business department or user executing defined business rules
• Tracking and management reporting of all contacts and communications
• No integration effort - Papyrus is already integrated end to end (inbound/outbound)
• Timely and consistent response to customer inquiries
• Support for policy and regulatory compliance

 

Key Features

• Multiple channels supported
• Inbound - paper, fax, e-mail, Web, SOAP
• Output by selection - print, Web, fax, e-mail
• Self-learning technology ensures that all types of documents can be classified
• Fuzzy matching to find the correct customer data in the database
• Validation and manual correction
• Integrated security (user authorization, data encryption, auditing, digital signature)
• Automated system response or user-interactive personalized response
• Robust correspondence functionality
• Text editing, spell check, multiple languages
• Templates, building block reuse, tables
• Rules, variable insert
• Full WYSIWYG layout, view and print
• Multiple clerks can create a consolidated letter for supervisor sign off/approval
• Flexible integration with CRM systems providing standard Adapters and Typemanagers