Challenges

There's nothing worse for customers when they receive poor inaccurate response to their queries. The lack of information ready to hand whether it be the last letter received or the file history seriously impacts staff to provide the level of service that customers expect. Sharing or even losing files can have an enormous effect upon the ability for a company to service its customers' needs.

Managing your customers with Diraq

Diraq EDM service management tools provide real benefit to those companies that provide customer service whether dealing with insurance claims, warranties, complaints, payment queries or simply answering customer queries. Retrieving the right information to deal with these quickly and accurately means that your customer's experience a level of service that is second to none.

Consider these benefits:

• Increase customer service levels by enabling staff to initiate and track customer enquiries using an intuitive online application.
• Enhance customer service levels by providing staff with instant access to customer information for supporting telephone enquiries or answering mail/email.
• Quicker review of queries and authorisation (if required) through efficient document routing to the correct staff.
• Reduce expensive paper chase activities associated with manual customer query handling.
• Improve security and integrity of customer related information.
• Automatic indexing reduces data entry costs and collates customer related documents into a single electronic file providing instant history.
• Traffic lights provide management with a visual overview of the status of 'work in progress' by customer and staff member.
• Can be interfaced with existing systems providing document retrieval (display) facilities, importing of relevant data for verification/indexing use or exporting of meta-data for import into other systems.
• Better use of expensive office space by eliminating the need for bulky filing cabinets

Strategic benefits of deploying Diraq

Dealing with your customers more effectively means that they are more likely to retain your services. Dealing with queries more efficiently means that staff can be readily deployed to other urgent tasks. Improved customer service and cutting overheads means that good customer relationships can be maintained (also maintaining corporate image) and at the same time saving money!