Business Process Management
Do you want to improve customer experience by automating manual processes? Take your business to the next level with the HakSystems’s automated workflows. One of the biggest challenges for today’s businesses is staying digitally-savvy customer focused. Each customer issue needs a special treatment from various departments in the organization. So what should you do to improve the satisfaction?
Orchestrate complex workflows!
When a customer request can’t be solved during call center, it’s necessary to have it dispatched through all related processing stages. Who should decide what to do when an issue is submitted? Your call center agents? Or your predefined workflow for that issue category? Which one would be the more corporate way of solving customer issues? HakSystems gives you the correct answer with it’s workflow automation solution. You can set rules to manage and orchestrate your processes with the automated workflows of HakSystems.
How to use Automated Workflows of HakSystems?
Automated workflows are the key to achieve sustainable customer loyalty, because your service should be consistent and you should avoid “reinventing the wheel” every minute. Resolving different type of issues may require different workflows and forms. HakSystems enables you to associate predefined processes with issue categories and business rules. Therefore whenever an issue is submitted, corresponding workflows will be initiated automatically. Moreover, HakSystems allows you to design and modify different workflows by using the simple drag-and-drop feature for different types of processes or tasks. You can create automated workflows that can get triggered in a number of different ways and simplify your processes!
No need to call IT!
You don’t need to code even one line and any IT specialists anymore. when you need to design or change processes (forms, workflows, SLA’s, escalations, …). All can be done through the design tools provided by HakSystems. If you know the processes in the customer service that is the only requirement. HakSystems is the easiest way to automate your business. Therefore you can design automated workflows by creating process paths and assigning tasks based on the conditions.
- You can design separate workflows, forms and categories for each type of issues.
- Whenever an issue arises, relevant workflow will be run automatically.
Schedule and post across the channels
Engage your customers with the right message for the right time! HakSystems allows you to schedule a post to publish in the future date/time.
Each Issue Category Requires Special Care
DIFFERENT FORMS FOR DIFFERENT CATEGORIES
▶ If the issue is about a misbehaving employee, a different set of question should be asked to the customer. Create categories, forms and use them to get better information in initial contact in agent interface or self service forms.
▶ But if the case is about a purchase return then the interfaces should include different set of data and questions. Build category and use the related form that you created.
DIFFERENT WORKFLOWS FOR DIFFERENT CATEGORIES
▶ The issue concerning the bad behaviour of a front desk employee which may engage the Call Center, Human Resource and the Manager. So the issue is directed to the related people/work groups. Set target times, business rules and track them with HakSystems’s easy to use structure.
▶ But in the case of purchase return, finance department will be in involved within the workflow. You do not need your staff to decide which department should deal with the problem for each case.
DIFFERENT SLA and ESCALATIONS FOR DIFFERENT CATEGORIES
▶ Manage your customer service efficiency based on conditions to be taken before or after a deadline. Let’s say if the issue is about a misbehaviour of an employee then SLA will be 36 hours in total and the escalation chart would start from by HR department manager will go up if the problem continues.
▶ But if the case is about a purchase return problem then the SLA and escalation chart would be different.
What are the benefits of the Automated Workflows of HakSystems?
Your organization operates business more efficiently with automated workflow processes. HakSystems creates opportunities to transform business processes and optimize workflows. With the workflow automation feature of HakSystems, you can:
Design your workflows based on the specific type of your business processes.
Build a successful cloud-based business categories and deliver long-term value.
Boost your customer service efficiency, and accomplish more tasks.
Automate the resolution steps and streamline everyday business processes.
Diverse interfaces and separate SLAs for each type of issue.
Make and assign repetitive tasks easy.
Track delays and benefit from alerting, escalation features.
Ensure your customers and organization that the right people get the right information.
Reduce human mistakes and improve customer conversation.
Get rid of traditional workflow processes which can be time consuming and expensive.
Solve customer’s problems and create a seamless customer experience journey.
Grow your business by delivering a great customer experience.
How can I get?
Revolutionise customer engagement with the HakSystems. You can create an extraordinary customer service through the channel integration opportunity. To learn more about the HakSystems and the features, contact us.