Customer Service

As the speed of business increases to meet competitive pressure, Security MicroImaging assists organizations to meet and exceed rising customer and service demands. With faster responses, satisfaction greatly increases and organizations begin to stand out in the competitive landscape. With our software solutions, organizations

• Immediately access customer information and relevant documents
  
  
• Handle increased call volume with existing staff
  
  
• View a complete picture of an issue, including content, discussions and actions
  
  
• Offer external customers Internet access to content, reducing call volume

Organizations can reduce call volumes by providing customers and company representatives with secure Web-based access to documents via the Internet. Authorized users can access their personal documents such as applications, contracts, billing information, etc. With information available online, obtaining information is more convenient for the customer and it reduces the burden on call centers.

When a customer has a question that they cannot answer through a self-service site, customer service representatives (CSRs) can open up a file from within their customer relationship management (CRM) application with a seamless integration or from the OnBase client itself. With a simply keyword search, they can immediately retrieve documents and answer the question on the first call. This reduces call backs to save on costs while improving customer service and satisfaction to support customer retention. If the issue requires additional attention, CSRs can open a WorkView case to track information and interactions surrounding the customer issue.

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SOLUTION FRAMEWORK (PDF)