Customer Service

Customer service is a vital function that differentiates your organization from your competitors. The nature of customer service is one that crosses boundaries between departments and can define a brand more concretely than any amount of marketing investment.

ScerIS focuses on customer service beyond the traditional dedicated department, and approaches it from a view that encompasses all business processes that impact customer satisfaction. The optimized working environment we can help you create will ensure:

• speed without sacrificing security,
• accuracy without sacrificing resources, and
• excellent communication with customers.

Your customers are your top priority and their perspective is paramount. Their concerns are your concerns and immediate access to information will enable excellent customer service experiences. It is essential to not just meet the customer’s needs, but to surpass their expectations.

Representatives of your organization may receive phone calls consistently or occasionally from customers with inquiries about products or services, individual accounts, or any number of topics. Having the information your customers need available immediately in a form that promotes immediate and clear communication between your employees and your customers is far preferable to time delays caused by searching for filed copies of documents, seeing information in a different format than the customer is seeing it, or repeated callbacks to resolve open items. Immediate access enables your employees to:

• better serve the customer,
• minimize call backs, and
• minimize disruptions.

ScerIS creates an atmosphere of partnership with your organization by working hand in hand to discover the ideal improvements to your existing processes in order for you to provide the best service to your customers.

Examples of Common Opportunities:

Customers Checking Order Status

Customers often call inquiring about the status of an order. ScerIS enables your representatives to have customer orders, scheduling information and delivery information at their fingertips. This immediate access to all necessary information allows faster resolution and eliminates the necessity for call backs.

The documents are made available through an online portal, allowing the representative to answer questions for the customer in seconds. This eliminates the need to contact other departments for files and the need for copying.

 

Customers Checking Payment Status

Customer inquiries about receipt of payment, resolution of credits, or payment processing status can be greatly impacted by ScerIS applications. Having a repository of all customer documentation and information such as customer checks and remittance advices enables easy access to vital information in dealing with customers concerning payment issues. The faster you are able to help a customer and the more informative you are, the better the customer experience.

 

Collect Overdue Invoices

ScerIS provides instant access to customer information including payment history, payment details, open invoices, supporting documents (proof of service or delivery, purchase orders, etc.). With this information at your fingertips, you can immediately respond to customer concerns and resolve any open invoice discrepancies immediately. The more quickly issues involving payments with customers are resolved, the more quickly that money arrives at the bank.

 

Credit Reviews

It is not uncommon for a customer to call in because they have exceeded their credit limit, but wish make a purchase or extend their credit. It is essential that the individual responsible for making the financial decision of whether or not to grant additional credit is provided with the entire view of the customer’s history and relationship.

Customer files enabled with ScerIS can be accesses online and documents such as credit applications, credit reviews, financials (sometimes personal financials), payment history and average agings, returns history, and more can be delivered instantly to the desktop of the individual making the financial decision. This ensures well-informed and prompt financial decisions on the part of your organization.

 

Billing Adjustments

Discrepancies in billing can often be attributed to miscommunication, damaged goods, or quantity differences. The faster these issues are resolved the faster accounts receivable or customer service can accurately reconcile the transaction. Where these adjustments require a chargeback or credit, the ScerIS applications provide automated assembly of supporting documents for collection purposes.

 

Order Entry

Customers often contact the company before doing business in order to get more information about a product or service. ScerIS enables representatives to access a complete repository of information including brochures, catalogs, sales information, pricing, and anything your organization has the foresight to provide.

Collaterals or images can be accessed immediately and provided to the customer instantly over email without postage, wait time, or error. If the customer contact is via the phone, the customer can confirm receipt of information and the representative could lead an inquiry to a closed deal.

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