Customer Service Challenges
One important difference between the customer service function and most other business operations is that resolving customer issues often requires accessing information that is spread across a variety of departments.
When customers call, it usually involves a series of time-consuming tasks that your Customer Service Representatives have to perform:
All this work is paper-based and so it involves looking through filing cabinets, making photocopies, and standing in front of fax machines. What if all the paper could be eliminated?
Paperless Customer Service
With IntelliChief your Customer Service Representative doesn’t need to get up or go dig through filing cabinets to find information. Directly from your ERP screen he can pull up the customer’s order via Order Inquiry and invoke IntelliChief. The customer’s order, the same image as it was originally received, is shown on the screen. Needs to answer a question about the invoice? By using the ERP’s Invoice Inquiry function the same user can now bring up in IntelliChief the invoice that was originally emailed or faxed to the customer.
What if you need to look at the whole order history? Again, IntelliChief can help. Once you pull up one document, finding all related documents is a mouse-click away. Bring up a check and IntelliChief can also show you all invoices that have been paid with that check.
Bring up a Purchase Order and IntelliChief can show you the PO Request, or the invoice associated. Statement, Bill of Lading, Picking List, Delivery Ticket, Proof of Delivery, Invoice, Check, Claims Document, and any other business document can be retrieved using IntelliChief.
Searching and Retrieving Documents
Finding documents is easy, since you can do it directly from your common inquiry screens in your ERP application. IntelliChief integration modules gives you powerful options for enabling your ERP to interface with IntelliChief. Function keys, attention keys, menu items, and other ways of integrating your line-of-business application with IntelliChief Paperless Process Management engine exist to fit your needs.
In addition to that, IntelliChief also gives you a browser-based interface for easy search and retrieval of documents. Type in a document name, an invoice number, or any other identifier and the imaging database will show you the results. From there, you can click and open the documents on your screen.
Faxing and Emailing Documents
Once you have retrieved the document you want, faxing or emailing is easy. With that document open, you can instantly fax it or email it to your customer or vendor.
IntelliChief makes it easy to find, retrieve, and distribute documents streamlining your Customer Service operations and increasing customer satisfaction.
Next Step: Download the Paperless Customer Service Whitepaper
Download our whitepaper on Paperless Customer Service and learn more about going paperless and reducing costs in your Customer Service department.