by Leon Smiers published inSOA Magazine III
Companies delivering services to customers are all faced with the same high-level challenges.
- How can we improve our services towards the customers;
- How can we challenge the cost aspects;
- How to deal with the new regulations imposed by the regulator;
These challenges impact the way the end-to-end delivery of the services to the customers is executed. There are a lot of informal end-to-end processes in organizations supporting the customer service services. These end-to-end processes are usually supported by scattered applications, email, spreadsheets and a lot of goodwill of the personnel involved. When compliance, regulations and/or customer demands are imposed on an organization, these end-to-end processes do not have the ability to comply with new demands due to lack of support from the current application landscape.
In the financial, public and utilities market organizations are re-landscaping their existing application portfolio due to these higher compliance, regulations and customer demands. This re-landscaping is usually not an overnight exercise and can span multiple years. Case management can help to cross the bridge from the current landscape towards a landscape aimed at delivering these higher demands.
Let’s explain this with the process of complaints. This functionality is needed in any market where customer contact is present, and where due to increasing compliance and customer demands the bar needs to be raised to deliver better quality, such as delivering an answer within a given timeframe. The process starts when a customer, who is not satisfied, sends a complaint to the company.