Achieving excellence in customer service is a key factor in retaining existing customers and attracting new customers. High quality customer service can help increase revenues through repeat purchases, build customer loyalty and decrease costs associated with customer turnover.
Integrated Access to Customer Documents
ViewDirect provides call centers and customer service representatives fingertip access to all customer documents including statements, invoices, desktop documents, images, reports from enterprise resource planning (ERP) systems and other applications Full access to customer documents enables "one and done" customer interactions, improves productivity, improves competitiveness and reduces costs as well as increasing customer satisfaction. Workflows may be used to automate operational activities such as invoice, application or claims processing, for faster execution with minimal human intervention and fewer errors.
Several components of the ViewDirect software suite support customer service solutions:
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Total Content Integrator provides access to disparate and isolated content providers, including ViewDirect and non-ViewDirect repositories, databases, file systems, and e-mail applications.
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ERP and CRM Interfaces integrate ViewDirect with back office systems such as sales, distribution, and inventory as well as enterprise resource planning systems (ERP) such as SAP, Oracle, Lawson and PeopleSoft and CRM systems such as Siebel. Documents may be viewed from within the application environment or through a Mobius viewing client.
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DocumentDirect for the Internet, includes EnterpriseFolders™ to provide logical access to customer information such as sales orders, delivery invoices, order confirmation, billing invoices, bill of lading, proof of delivery, customer correspondence, images and e-mail. Multiple views enable organizing content by customer, date, incident number, etc., to quickly locate documents for inquires and dispute resolution.
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ViewDirect for SAP Environments is a complete archiving, viewing and distribution infrastructure for SAP R/3, R/3 Enterprise, mySAP Business Suite and SAP Enterprise Portal Environment.
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Workflow Manager provides a business process platform for designing and building workflow applications that connect the enterprise with customers and trading partners while improving internal productivity. It supports both e-business applications such as loan processing and internal operations such as call center workflow.
Eliminate Paper
ViewDirect provides customer services with access to electronic copies of customer documents, including captured print statements, reports and scanned documents. The elimination of manual searching of paper documents improves customer service productivity and reduces document storage expenses.
ViewDirect Image Manager captures scanned images from high-volume, mid-volume, or desktop scanners and servers and interfaces directly to Kofax Ascent Capture and other leading scanning software.
ViewDirect Report Manager provides multi-channel delivery of reports and sections of reports to the browser, Windows, printers, fax, e-mail and CDs.
Enable Self-Service
ViewDirect provides secure document access to customer, partner and supplier self-service Web applications. Electronic presentment of statements, bills, tax documents, checks and other documents reduces customer service costs and enables customer inquires at all hours. Web viewing also reduces the costs of printing and mailing.
ViewDirect for Agent Extranets provides an insurance agent extranet that Web-enables all content for fast, secure and accurate communication and interaction between carriers and producers. This application Web-enables content from any repository, ViewDirect or other, and captures content from producers and distributors helping to improve sales and customer service.
ViewDirect for eStatement Presentment Web-enables any statement, document, correspondence or other content to provide a robust customer self-service environment that can dramatically reduce the costs of processing, printing, handling, paper and postage.
