Customer Response Management
Client Challenge
As incoming business mail, such as a claim, enters through multiple channels, browser-based access to all customer records and business correspondence is essential for timely and relevant responses.
- Manual processing is minimized through automatic classification and extraction of vital information from incoming mail (paper, fax and e-mail messages).
- Automatic routing based on business rules to a user department enables customer care staff to generate an automatic or user-interactive response based on user authorization.
- Document status, clerk activity monitoring, response time/date tracking by service code and auditing help ensure timely reaction and consistent improvements to customer service.
- Generated personalized response letters must be compliant with corporate design, look and feel, using corporate templates, fonts and forms and optional electronic or centralized print-and-mail delivery.
Offer Description
The Papyrus Response Management Solution receives and classifies inbound customer correspondence, extracts data content and routes - all based on the defined process and depending on business rules to user departments (customer care, sales) - for timely, relevant and accurate response.
- Extracted data is stored in a CRM database
- An individual response using customer and business data is created immediately, minimizing manual processing by automatic or semi-automatic creation of letters
- Papyrus Business Correspondence functionality enables staff to create and modify outgoing letters and e-mails using the integrated output management for optimized print and mail
Value Delivered
Key Benefits/Value
- Entire incoming and outgoing correspondence process is automated, standardized and streamlined
- Minimized manual processing via automatic classification and extraction of virtual information
- Automatic routing to a business department or user executing defined business rules
- Tracking and management reporting of all contacts and communications
- No integration effort - Papyrus is already integrated end to end (inbound/outbound)
- Timely and consistent response to customer inquiries
- Support for policy and regulatory compliance
Key Features
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Multiple channels supported
- Inbound - paper, fax, e-mail, Web, SOAP
- Output by selection - print, Web, fax, e-mail
- Self-learning technology ensures that all types of documents can be classified
- Fuzzy matching to find the correct customer data in the database
- Validation and manual correction
- Integrated security (user authorization, data encryption, auditing, digital signature)
- Automated system response or user-interactive personalized response
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Robust correspondence functionality
- Text editing, spell check, multiple languages
- Templates, building block reuse, tables
- Rules, variable insert
- Full WYSIWYG layout, view and print
- Multiple clerks can create a consolidated letter for supervisor sign off/approval
- Flexible integration with CRM systems providing standard Adapters and Typemanagers
Product Configuration: Response Management Business Application
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Papyrus WebRepository
Management infrastructure for user and document security, plus versioning of resources and applications, as well as browser-based Papyrus Webportal with HTTPs WebServer - Papyrus Designer /Capture
- Papyrus Recognition Server
Data extraction and mail classification - Papyrus Scan Professional
User correction of incomplete data capture - Papyrus Client /Capture
Scanning for incoming paper mail - Papyrus Designer Package
Outbound document/letter design, data variable definition, complex logic definition - Papyrus Client/Desktop
Business administrator and staff interfaces to generate and modify business correspondence
Services estimated:
- Corporate document design Scoping: 5 days
- Proof of Concept/Pilot: 10 to 15 days
- Implementation Support and Consultancy: depending on POC estimated 80 days
- Training:
Papyrus Designer – 5 days
Papyrus Objects Developer – 5 days
Papyrus Objects Administrator – 5 days
Papyrus Capture – 5 days
Optional: Centralized Output Management – Print and Mail, e-Delivery, Archiving
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Papyrus Postprocessing/PrintPool
Bundling different output documents into one envelope per addressee, plus sorting and optimizing for print and mail - Papyrus Server
- Papyrus Recognition Server
Printing to all standard laser printers, fax and email - Papyrus Adapter/MQ, SOA
Loose coupling of business data and business document, platform and compiler independence, plus messaging and SOA compliance - Papyrus WebArchive
Storage and instant retrieval of indexed electronic documents in AFP and PDF, Papyrus AFP Viewer for direct AFP viewing, plus AFP-to-PDF conversion on the fly