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One inbox for every channel, email classification, complaints, returns and credit notes, order and repair status, service quality and the voice of the customer. Every solution describes the process before and after, a value model and an implementation plan.
Solutions
Customer service: 18 solutions
Each card leads to a process description with a calculation. The figures are examples: we calculate them on company data before any build.
Every customer email classified and routed on arrival
Your best agents spend their morning sorting mail instead of answering it.
Accelerate responseIncrease capacityCustomer experienceDocument processing +1View Customer serviceDepartmentalOrder status answered before the customer asks
Every third customer contact asks where an order is; the answer already sits in SAP and the carrier portal.
Customer experienceSave timeIncrease capacityAI & agents · Power Platform +1View Customer serviceDepartmentalReturns and refunds without a ping-pong of emails
Three weeks, two phone calls and eleven emails to give a customer their money back.
Save timeAccelerate responseCustomer experiencePower Platform · SAP / ERPView Customer serviceDepartmentalVoice of the customer: the reasons behind the score
Your CSAT score gives you a number. Your customers' emails give you the reason, and nobody reads them.
Customer experienceIncrease capacityReduce riskDocument processing +1View Customer serviceDepartmentalService quality measured on every call, not on five a month
Your agents are rated on five calls out of five hundred, and the other 495 are never opened.
Increase capacityReduce errorsEmployee experienceDocument processingView Customer serviceDepartmentalService levels reported before the customer disputes them
Monthly SLA reports are rebuilt in Excel from ticket exports, and the customer finds the service credits first.
Reduce riskCustomer experienceSave timePower PlatformView Customer serviceDepartmentalOne front door for everything a resident reports
A broken street light reported three ways becomes three separate jobs, two of them invisible.
Increase capacityCustomer experienceAccelerate responseDocument processing +1View Customer serviceQuick winEvery affected car found, contacted and closed
Stop rebuilding each brand's campaign completion report from a printed call sheet, the DMS and the importer portal.
Reduce riskIncrease capacityCustomer experienceUiPath · Microsoft 365 +1View Customer serviceQuick winReminders that bring the car back to your workshop
Stop learning that a customer has left only when the fourth service fails to appear in the diary.
Customer experienceIncrease capacityReduce riskUiPath · Microsoft 365 +1View Customer serviceQuick winRepair status by message, additional work approved by a tap
Stop parking cars on the ramp while an adviser dials voicemail for a yes the customer would have tapped in a minute.
Save timeAccelerate responseCustomer experienceUiPath · Microsoft 365 +1View Customer serviceDepartmentalEvery complaint in one register, whatever the channel
Your sites log complaints their own way, and the importer's score moves before the group knows what happened.
Customer experienceReduce riskIncrease capacityDocument processingView Customer serviceQuick winVaccination reminders straight from the records
The records know the vaccination lapses on Tuesday. The dog’s owner does not, and reception never got round to calling.
Increase capacityReduce costSave timeUiPath · Microsoft 365 +1View Customer serviceQuick winService tickets from drop-off to pickup
Taken in on Monday, promised for Wednesday, found on a shelf on Thursday. The customer called twice.
Accelerate responseReduce errorsSave timeUiPath · Microsoft 365 +1View Customer serviceDepartmentalOne inbox instead of four channels
Email, Messenger, phone and a form. Four places where the customer could ask the same question, and four where it could vanish.
Accelerate responseReduce errorsIncrease capacityAI & agentsView Customer serviceQuick winGoogle reviews collected after every visit
The happy leave in silence. The unhappy one writes on Sunday at 11:40 p.m. After three years, the profile tells an untruth about you.
Increase capacityReduce costAccelerate responseUiPath · Microsoft 365 +1View Customer serviceQuick winMissed calls called back
He called three times during opening hours. He booked where someone picked up.
Reduce costAccelerate responseIncrease capacityUiPath · Microsoft 365 +1View Customer serviceQuick winPre-treatment questionnaire and preparation
The patient learns in the chair that there were pre-treatment instructions nobody told her about. The slot is lost.
Increase capacitySave timeReduce errorsUiPath · Microsoft 365 +1View Customer serviceQuick winAftercare and the follow-up visit
The aftercare sheet vanishes into a handbag, and the patient remembers the check-up only when something worries her.
Reduce riskAccelerate responseIncrease capacityUiPath · Microsoft 365 +1ViewScenarios
These processes in practice
Scenarios are illustrative models with a calculation, described on an example company.
Which process to start with?
The first call takes 15 minutes on Microsoft Teams. We pick one process and check whether automation makes sense on company data.
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