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Hostcomm  Workflow automation / business process automation for better service and reduced operational cost
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Workflow automation / business process automation for better service and reduced operational cost

Workflow automation (Business Process automation)

Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step in a business process. A workflow approach to analyzing and managing a business process can implemented through a CRM workflow 'engine' which uses an application programming interface (API) to integrate several systems.

Workflow automation for PPI or Legal Claims businesses

Hostcomm can offer you an integrated dialler and CRM system which will give you the capability of automating your front and back office processes. The automation of workflow processes reduces the cost of doing business and this means more profit, a competitive edge and better customer service.

Workflow is a term used to describe the tasks, procedural steps, organizations or people involved, required input and output information, and tools needed for each step in a business process. A workflow approach to analysing and managing a business process can implemented through a CRM workflow 'engine' which uses an application programming interface (API) to integrate several systems. The engine is able to automate several processes ensuring that the desired outcome is always the same and is very cost effective due to the elimination of human time.

Automated workflow example

This is an example of an automated workflow in a payment protection insurance (PPI) claims handling business that can be implemented easily using Hostcomm's combined predictive dialler and CRM system:

  • Step 1 - Potential client completes a web form to request a call back or is automatically called with a dialler.
  • Step 2 - The web form data is automatically loaded into the dialler and the client is called back.
  • Step 3 - The client speaks with the agent and confirms they wish to progress with the PPI claim.
  • Step 4 - At the end of the call the agent dispositions the call which loads the lead onto the CRM system and triggers the next steps.
  • Step 5 - The CRM system automatically sends a PPI pack of documents to the clients email address or posts the documents using an automated mail merge. The CRM system can also send an SMS text to the client to confirm that the pack is on its way.
  • Step 6 - The dialler is then set to automatically call back the client in 3 days so that the agent can confirm whether the client wishes to proceed.
  • Step 7 - If the client wants to proceed the agent takes a payment and dispositions the call which triggers the assignment of the case to a case handler and the raising of a VAT invoice.
  • Step 8 - The claim is managed through a series of service levels which trigger a supervisor escalation if they are not met.
  • Step 9 - The claims handler contacts the client using click to dial from the CRM interface. If the client does not answer the claims handler has the option of putting the client record back into the dialler.
  • Step 10 - Using the automated document managing systems signed forms received from the new client via email are automatically saved on the CRM system which triggers an event (eg email to the client confirming receipt)

The automated workflow above ensures that the client receives a consistently good level of service prior to and after the service fee is paid. It also ensures that the agent can focus on sales with minimum administration.

Many companies purchase data or leads in bulk and then call it with a predictive dialler or hosted dialler service. The above automated workflow example is driven by the dialler which keeps the raw data separate from the main CRM system to prevent the CRM database becoming cluttered and thus less effective. Only qualified leads are loaded onto the CRM system and acted on.

The process of finding leads is again automated through a series of processes on the dialler such as predictive dialling, automatic call-backs, disposition actions, scheduled call-backs and automated call logging and recording.

In summary the main benefits of this automated workflow approach are as follows:

  1. 1. Provide the same level of service consistently.
  2. 2. Reduce the cost of sales through reduced staff numbers.
  3. 3. Reduce the operational cost of providing the service.
  4. 4. Ensure compliance with any regulatory bodies.

For more information please Hostcomm on 0808 168 4400 or sales@hostcomm.co.uk .



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