CASE STUDY:
Improved Customer Care Solution with Intelligent Capture
Industrial Products Manufacturer realizes improved customer interactions with Intelligent Capture
75
Increase in Customer Satisfaction
95
Reduction in Manual Effort to Manage Customer Documents
Business Challenge
- Global Industrial products manufacturer with North American customer care team
- Customer care team processing over 10,000 customer interactions per month
- Customer care related documents (orders, inquiries, deliveries) were paper based and retained in physical binders
- Key documents were difficult to find and time consuming, and customer satisfaction was low
- Compiling customer account data required manual efforts from a team of care representatives
Solution
- Streamlined the customer care function using the OpenText Intelligent Capture platform
- Automated Customer Care document processing using auto document recognition, field extraction and document routing
- Expanded the Customer Care document types for scanning and recognition to include bill of lading and AR invoice Customer Care documents
- Integrated the Intelligent Capture solution with the existing OpenText Content Suite for document storage and simplified search
Benefits & ROI
- Created a single source of truth for all Customer Care documents and improved customer satisfaction by 75%
- Reduced manual effort to manage customer documents by over 95% and allowed team to provide higher levels of service to customers
- Improved compliance with accounting and regulatory standards through automation
- Integrated business processes with the organization’s content and records platform
