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REDUCTION OF COSTS AND IMPROVEMENT OF THE EFFECTIVENESS OF CUSTOMER SERVICE IN THE FIELD OF NOTIFICATIONS

Why?

 

With the growing number of customers, the telephone support team received more calls. There were more and more frequent cases of clients' complaints about unhandled requests or about the lack of information about the progress of commissioned works.

The existing service management system has been expanded with a customer portal. All customers were given the opportunity to register their notifications in the new portal, which was linked to the public website of the company and integrated with the website management system. Customers also gained insight into the status of the application during its implementation. Information about the change of the notification status is provided in the form of an e-mail and SMS.

Customer notifications, along with additional information, such as attachments, are sent directly to the person responsible for implementation. The work is carried out faster, which the client is immediately informed about. The efficiency of the customer service team has increased significantly while increasing customer satisfaction.

IMPROVEMENTS

  • Providing clients with a portal to handle requests

  • Automatically informing customers about the progress

BENEFITS

  • Increasing customer satisfaction

  • Reduction of customer service costs

  • Shortening the response time to requests