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 various departments. When a customer calls, it usually involves a series of time-consuming tasks that Customer Service Representatives have to perform:
- Locating the customer’s file
- Looking up the customer’s order history
- Locating the order, invoice, or statement in question
- Verifying information
- Making notes and filing the documents
- Making copies and mailing or faxing them to the customer
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, and you could access your customers’ documents electronically?
Download our whitepaper on Paperless Customer Service and learn more about going paperless and reducing costs in your department.
Paperless Customer Service with IntelliChief
With IntelliChief, your Customer Service Representative doesn’t need to get up or go dig through filing cabinets to find information. Directly from their ERP screen, he or she 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. Need 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.