The cross-channel interaction center facilitates the simple collation and follow-up of your customer contacts. Irrespective of whether it is in- or outbound traffic, your customers will enjoy a uniform customer service experience. Outgoing standard messages are recorded in ProcessRunner. In addition, at any point in the customer journey you can communicate proactively with your customer. Through any channel you wish.
ProcessRunner is the customer service software that ensures low effort interaction for your customers. Contacts are settled swiftly and efficiently, the processes that follow on from this are supported from start to finish. And this is of immense importance. Because you want to meet your customers’ expectations. Or even better: exceed them. Time and time again. ProcessRunner also ensures that you remain flexible. Because in times where customer questions are continually changing, you have to be able to adapt your customer processes quickly and simply.
Cross-channel interaction center
Intelligent 360° customer view
An integrated customer view is compiled in the ProcessRunner cockpit. It offers employees insight into all customer contacts and current customer processes. In addition there is space for smart alerts and sales or service suggestions. The Smart Logging module ensures that customer contacts are recorded automatically and completely. The advanced adapter technology guarantees perfect integration with the surrounding systems. Customer specific information is clearly displayed; the customer view can be accurately amended to meet the wishes of the business. Less is more is the motto.
The Morphis Knowledge Box provides customers and employees with exactly the information that they require. Thanks to smart language technology, experienced employees quickly find their way and less experienced staff receive the support they need.
In addition ,the same technology ensures incoming customer contacts arrive with the right team. For example, the content of emails or scanned letters is determined and the contact is routed automatically. Answers can also be suggested.
Processing a notification or implementing an amendment? Then it is important that your employee or customer is steered perfectly through the required dialogue. In ProcessRunner the screens have been laid out in such a way that exactly the relevant information is collated and that customer queries can be processed completely the first time. Business rules, validations and knowledge technologies form the basis for this. The result is a maximum ‘happy flow’.
ProcessRunner ensures that managers always have an overview of the total customer contact volume. It is always clear who has done what and when. Based on this information, detailed reports are compiled that offer insight into workload, efficiency and customer processes and the effectiveness of your organization. So that you can continue to improve your customer view, dialogue screens and processes.
Customer related BPM
To be able to manage customer processes well from start to finish, ProcessRunner employs a BPM-module. Based on workflows it is accurately recorded who does what and when for the customer. Lean Six Sigma plays an important role here. Giving you rapid insight into the bottlenecks within the processes, so that you can implement changes simply and swiftly to ensure you achieve an optimized customer operation. And with as little waste, as short waiting times and as low a backlog as possible.
Business Rule Engine
To stand out in customer experience management, using business rules is a pure necessity. ProcessRunner’s Business Rule Engine offers functionality to define and maintain the desired business rules in natural language. Business rules make sure the right information is shown or asked for in every situation. This way your processes remain ‘lean’, your employees happy and your customers loyal.