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Departmental needs

Customer experience

The technology, people and systems to significantly improve customer experience and drive down customer complaints, whilst saving money.

How will cost saving and automation affect customer service?

As customer demands evolve, maintaining a positive customer experience becomes increasingly challenging. Manual processes are prone to errors and time-consuming, leading to heightened complaints, especially with rising interaction volumes and resource constraints.

Automation and new technology offer solutions to speed up processes and reduce errors, yet selecting the right technology amid evolving customer needs poses a challenge. Integration into existing workflows and staff training add further complexity.

Concerns also arise about reduced human interaction and potential customer dissatisfaction with enforced digital channels. Balancing customer relations with process automation and cost efficiency is a significant dilemma. When it comes to customer experience, we understand these complexities and help clients navigate them through outsourcing processes.

Key challenges of process automation and digital transformation for customer service

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Time and errors

Manual input and processes are slow and risk high levels of error, duplication and missed information, negatively effecting customer relations.

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Volume

Recruitment and training of staff at peak times.

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Technology

Impact of technology on customer choice and satisfaction, now and in the future.

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Integration

Customer service must not be compromised during integration or changes to workflow.

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Compliance

Avoidance of data security, response handling and exceptions causing compliance or customer complaints.

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Staff

Training and adoption of technology or new systems by staff.

Our customer experience transformation capabilities

Improve customer service and drive down customer complaints, whilst saving money

The technology, understanding and integrity to transform customer experience efficiently.

Working with Parseq ensures improved customer experience and operational ease. Quality, compliance and easy integration are fundamental to our solutions. For 45 years, we’ve enhanced clients’ business processes across various sectors, transforming customer service. By automating mundane tasks, staff are more motivated to focus on skilled work.

For instance, our automated cash allocation workflow reduces misallocation, minimising debt collection cycles and customer complaints. Our credit management teams efficiently handle debt, maintaining positive customer relations.

Clients utilising our online image repository experience heightened responsiveness, with quick document retrieval and data digitisation for regulatory compliance.

We invest in technology, eliminating the need for capital investment. Our versatile systems process various communication types and undergo continual technological upgrades, ensuring future-proof solutions. Count on us to streamline processes, save costs and transform customer experience, regardless of your needs.

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Paper and digital

We process multiple formats, however your customers may want to communicate now or in the future.

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Realtime dashboard

Full reporting and KPI suite updated in real time to assess and manage  processing time scales and volumes.

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Automated

Highly automated systems for quick processing and accuracy. In-built ‘learning’ for continuous improvement. 

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Scale and flexibility

Ability to handle flexible volumes, load bearing, nearshore and offshore capability.

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Compliant

Our systems, protocols and strict SLAs assure strict levels of compliance and regulation are adhered to. View our certifications here.

The benefits

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Volume

Handle peaks

Accommodates any level of processing with no need to recruit. Better peak handling. 

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Visibility

Enhanced

Easy access to real time data and SLAs.

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99.9% Accuracy

Right first time

Less mistakes and exceptions and in-built ‘learning’ for continual improvement.

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Cost saving

Typically 20%

Significant cost saving versus your current in-house processing costs.

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Easy

Intergration

We ensure easy integration and have a collaborative approach for smooth implementation.

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Speed

Same day

Data captured, extracted and uploaded same day. Significant reduction to processing time to better serve customer needs.

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Free up

Your team

Takes away mundane repetitive tasks so your team can focus on important things and stay motivated.

Featured news & resources

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Services you may be interested in

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Digital Mailroom

Mailroom management and digitisation of all inbound customer communication for onward distribution, upload to online portals or relevant processing duties.

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Online Image Repository

Image repository for multi user / multi location access. Ability to download, annotate or print.

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Cash Allocation

Multiple payment channels allocated to appropriate customer accounts through automated or manual activities.

Talk to us about customer experience today

Want to find out more? We would be happy to discuss your organisation’s challenges and how Parseq’s solutions could quickly provide you with real value.