Workflow
Customer Experience
Give your
agents the
information
they need
to resolve
customer
cases quickly
Why
Workflow?
• Deliver a better response
to customer enquiries
and complaints
• Equip your agents with
the tools and information
they need in one place
• Boost customer
satisfaction levels
• Reduce the time and
cost needed to resolve
disputes
Effective Workflow Management
Do you want to handle customer cases
efficiently, drive up satisfaction and
reduce the risk of costly litigation?
Effective workflow management can
make all the difference — especially
when letters, emails and other
communications are brought together
in one place, in real time.
You can improve how you answer
customer questions, build and
automatically handle case files, manage
workflow, and ultimately conclude any
queries or complaint faster and more
efficiently.
Workflow, powered by Klick2Contact,
helps you to deliver a better, end-to-end
customer experience. It makes good
communications easier for you and your
customers, whether you are a bank, an
energy supplier, a telecoms company,
major retailer or operating an customerfocused business.
Certification No.207264
Find out more: Call: +44 (0) 845 434 8162
Click: [email protected]
Visit: www.klick2contact.com
Certification No.207275
Workflow
Customer Experience
How it Works
Workflow helps you to provide a secure,
customisable and automated end-to-end
workflow that enhances the customer
experience. Your agents can access
all customer emails, letters and other
communications in one place, in real time.
As a result, they can respond to customers
in the most informed way and resolve
cases faster and with better outcomes.
Easy to Get Started
Workflow is simple to set up and operate.
It can be fully integrated with your existing
contact systems. It can also be tailored
precisely for your needs – and for those of
your customers.
Templates and pre-populated forms save
you time. And it takes only half a day to
train your agents.
Key Features
Powerful capabilities
Intelligent Logging
Workflow system can log letters, emails
and calls, keeping all communications
within a per-customer ‘case file’.
Letter Imports
The system can schedule and import
inbound letters, automatically assigning
them to a case file or queue.
Smart Responses
Template letters can be generated using
all customer information to ensure quality
and consistency. Bespoke letters can be
generated and associated with a case file.
Greater Accuracy
Letter output is cleansed to ensure
correspondence is accurate.
Useful Tools
Your agents can use searchable Frequently
Asked Questions.
Easy management
Self Service
A portal allows you to manage users, so
there's less need for service desk requests.
User Activity
All actions are logged on a per-user basis
against each case file and can be viewed
for quality assurance.
Reporting
A full suite of management information
data is available as a scheduled export.
Queues
Multiple work queues can be created
with user permissions to enable accurate
resource management and adherence to
service level agreements.
Calendar Events and Reminders
You can set reminders for communications
and follow-ups from your agents.
Service Level Management
Specific service levels can be managed and
monitored on based on business rules.
Reconciliation Tool
A redress calculator can be applied for
compensation cases with a full audit trail
available for previous cases.
Swift and secure deployment
Hosted Solution
Workflow is entirely cloud based, with no
installation of equipment required
Data Imports
All historical customer data can be
imported in bulk from other systems.
Works with Popular Browsers
Compatible with IE8 and above, Firefox
10, Chrome or above.
Peace of Mind
Workflow is hosted in a Tier 4 data centre
with 3 factor biometric access. It's been
fully penetration tested to ensure your
data is secure.
Find out more: Call: +44 (0) 845 434 8162
Click: [email protected]
Visit: www.klick2contact.com