Digitalization of Customer Service
Implementation of multiple OCR solutions for approximately 600,000 documents
To optimize customer communication and processing, we successfully centralized and migrated approximately 600,000 documents, accompanied by the implementation of advanced OCR solutions and the transition to IBM Datacap.
Location: Greater Cologne-Bonn Area
Employees: approx. 400
€442 million revenue (2021)
CHALLENGE AND REQUIREMENTS
- Centralization of all customer communication (paper, email)
- Classification & Extraction of content from relevant service transactions
- Forwarding and Archiving to existing customer system
- Migration of 666,000 documents
- Replacement of Kofax, new implementation of IBM Datacap – coupled with a vendor change
SOLUTIONS
Implementation of multiple OCR solutions for approx. 600,000 documents p.a. in the context of:
- Orders (order confirmation, delivery notes)
- Invoice Processing (invoices, delivery notes)
- Customer Communication/Service
(inquiry, complaint, grievance, support, new setup, etc.)
Employee Quote
Autonomy and further development of the systems
We enabled the client to largely develop their systems independently.
Bernward Ketteler
Senior Manager
WHAT THE CLIENT VALUES IN US
- good and transparent communication – even in times of crisis
- Client's problem was well understood and implemented
- Long-standing partnership with IBM (now an IBM Platinum Partner), resulting in profound technological expertise in IBM Datacap
CLIENT VALUE
Increased customer satisfaction due to accelerated processing times
Consolidation on IBM solutions
TECHNOLOGIES WE HAVE EMPLOYED
CONSULTING SERVICES
ARE YOU INTERESTED IN FURTHER CASE STUDIES?
Would you like more information about our services?
THEN PLEASE CONTACT US!
Cihan Klingsporn
Senior Account & Marketing Manager
Business Process Automation
cihan.klingsporn@isr.de
+49(0)151 422 05 471