London, 28th June, ONI, the leading Unified Communications specialist has launched a software solution called FLOWTRAK, which helps manage customer communications and internal workflow, as well as providing senior staff with a top-level overview of progress and performance.
The solution was initially developed in response to calls from the finance and retail banking sectors to streamline complex business processes such as mortgage, loan and savings applications, complaints handling and bereavement cases. But FLOWTRAK can be applied to almost any business process.
An immediate benefit is a reduction in avoidable ‘chaser’ calls. One bank identified that 65% of all calls into its 22 mortgage centres came from customers chasing up the progress of their particular application, case or complaint. A 2011 report from ContactBabel calculated the average cost of an inbound call to be an astonishing £4.08, while the average outbound call costs over £5.
ONI’s revolutionary new application significantly reduces the number of inbound and outbound calls per transaction by proactively generating updates that are sent to customers via email, SMS or personalised web pages. These messages alert customers when key stages of their particular case have been reached and give a ‘call to action’ if the customer is required to submit more information or documents, for example.
This speeds up the process and improves customer relations – thereby encouraging loyalty and retention. It also reduces staff stress by cutting out avoidable calls, allowing team members to be deployed more effectively in other areas. In addition, it provides staff and managers with a clear framework with which to monitor the progress of almost any given business process.
Early deployments in real business environments have shown significant falls in customer complaints, rises in working capacity and considerable cost savings.
FLOWTRAK, a web-based solution that bypasses IT integration challenges, can now be applied in almost any business environment to improve effectiveness and efficiency.
Hugh Silberrad, ONI’s Business Communications Practice Manager, commented: “Because the business processes that FLOWTRAK enhances are integral to any company’s customer communications strategy, ONI’s latest application drives cost benefits and service improvements right across the corporate landscape. The cost savings, customer loyalty and business growth that FLOWTRAK creates can be introduced into individual departments and then rolled out across an organisation as required and because FLOWTRAK wraps around your existing business processes, investment protection is assured, with a very swift ROI payback.
” ONI has a growing reputation for delivering enhanced value across the Unified Communications business landscape by combining a deep understanding of commercial issues with bespoke software development to create new solutions that remedy productivity, cost and customer service concerns.
