The Missing Links : Linking Front and Back Office Functions to Staff Workflow

To achieve effective customer based process management it is necessary to implement the right technologies that seamlessly link front and back office functions and staff workflow.

Then by converting customer, supplier and internal communications into electronic documents you can unite the data into a single 'immediate access' view.

The customer-facing teams need to be able to interact with customers, suppliers, internal staff and systems through the most efficient chosen channel (web, email, letter, fax, SMS, call, work queue, automation & integration etc.).

They also need to be able to view all correspondence, retrieve documents at speed, work with templates, prioritise, see outstanding work and ensure information is passed to the right person at the right stage in the process.

Real-time feedback on work levels and progress will allow managers to balance workload, make informed decisions and prove regulatory compliance in their back office.

Oceanus is a systems integrator and customer management specialist; providing comprehensive document and case management solutions for customer acquisition and customer service environments in Consumer Finance, Telco's and Utility companies.