Digitalization of customer service
Introduction of several OCR solutions for approx. 600,000 documents
To optimize customer communication and processing, we successfully carried out the centralization and migration of around 600,000 documents, accompanied by the introduction of advanced OCR solutions and the switch to IBM Datacap.
Location: Greater Cologne-Bonn area
Employees: approx. 400
442 million turnover (2021)
CHALLENGES AND REQUIREMENTS
- Centralization of all customer communication (paper, e-mail)
- Classification & extraction of content from the respective service processes
- Forwarding and archiving to existing customer system
- Migration of 666,000 documents
- Replacement of Kofax, new introduction of IBM Datacap - combined with a change of supplier
SOLUTIONS
Introduction of several OCR solutions for approx. 600,000 documents p.a. in the environment:
- Orders (order confirmation, delivery bills)
- Invoice processing (invoices, delivery bills)
- Customer communication/service
(inquiry, complaint, complaint, support, new installation, etc.)
Employee quote
Independence and further development of the systems
We have enabled the customer to further develop its systems largely independently.
Bernward Ketteler
Senior Manager
WHAT THE CUSTOMER APPRECIATES ABOUT US
- Good and transparent communication - even in times of crisis
- Customer problem was well understood and implemented
- Long-standing partnership with IBM (now IBM Platinum Partner), resulting in in-depth technological expertise in the IBM Datacap area
CUSTOMER BENEFITS
Increase in customer satisfaction due to faster processing times
Consolidation on IBM solutions
WE HAVE USED THESE TECHNOLOGIES
CONSULTING SERVICES
ARE YOU INTERESTED IN FURTHER REFERENCE REPORTS?
Would you like more information about our services?
THEN PLEASE GET IN TOUCH WITH US!
Cihan Klingsporn
Senior Account & Marketing Managerin
Business Process Automation
cihan.klingsporn@isr.de
+49(0)151 422 05 471