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8/8/2019 Ciboodle Flow - Case & Workflow Management Software
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Process. Streamline. Fulfl.
Is your organisation swimming in a sea of paper? Are you struggling to track
customer and business service requests and control SLAs? Are there bottlenecks
in your enterprise?
With today’s widespread, multichannel organisations, it’s not always possible
to solve customer queries and requests in the rst interaction. Work may need
to be taken ofine and be passed through many different areas of the business.
If this isn’t done quickly and effectively, it can become a huge frustration to the
customer whose expectations are often that it is ‘just a simple request’. Lengthy
response times, loss or duplication of tasks and the inability to follow or track a
process triggers a lack of customer condence and a poor overall engagement
experience.
Ciboodle Flow, our case and correspondence handling software, empowers you
to proactively and effectively handle customer queries from rst contact to case
closed. Whether the ‘case’ be an incoming application, claim, complaint, disputeor any other event that needs to be handled through a combination of human
tasks and electronic workow, Ciboodle Flow can help.
Ciboodle Flow systematically organises all associated records into cases,
grouping content such as scanned documents, images, emails and phone
transcripts, as dened by your business. This system is proven to make cases
easy to navigate, information clearer to understand, and resolutions found quickly
and effectively.
Ciboodle Flow doesn’t just organise, it also circulates work items by pushing
tasks to appropriately skilled users or allowing them to be pulled manually.
Accessible by anyone, anywhere, at any time - congurable escalations,
prioritisation and multichannel service level alerts give you the condence that theright request is routed to the right person – rst time, every time.
The Management Dashboard visualises the ow of work across the organisation.
Capacity issues, SLA exceptions and performance graphs are available to the
Service Management teams to track actual statistics and intervene proactively.
Ciboodle Flow boasts exible integration to your existing legacy assets, ensuring
all data, processes and content relevant to the customer request is leveraged –
eradicating unnecessary copying and pasting between applications that frustrate
staff, increase errors and duplication, and ultimately annoy the customer.
a.k.a. Case Management, Workflow,Correspondence Handling
• Cut average processing time
by 75%
• Reduced average case
duration by 80%
• Correspondence handling
time reduced from 2 days to
1 hour
• Training times lowered by
33%
• Reduced complaints toindustry regulator by 30%
• Saved $240k via operational
efciencies in rst 6 months
of implementation
• Award winner for excellence
in BPM and Workow at the
International BPM Awards
“Sword Ciboodle’s advanced case handling capabilities have allowed us to signicantly improve the
way we manage work across the business. Cases are easier to handle and are closed quicker,
meaning interactions are more efcient for us and our customers.”
Ciboodle Flow
Track Record
For more information please
contact:
t: +44 (0)141 533 4000
www.sword-ciboodle.com/fow
Neil Clitheroe, Customer Service Director, ScottishPower
8/8/2019 Ciboodle Flow - Case & Workflow Management Software
http://slidepdf.com/reader/full/ciboodle-flow-case-workflow-management-software 2/2
Ciboodle Flow Features
• User Prole Display highlights assigned cases, backlog,
SLAs and available resource pools
• Manages case contents like interaction history, activities,images, maps – all associated items
• Search Active and Closed cases by content, type,
assignment and stage
• Management Dashboard visualises workow through
departments, bottlenecks and performance
• Procedural rules assist users through unfamiliar processes
• Worklist organises cases for individuals and groups,
sorting them by priority, subject, status or other custom
criteria
• Calendar integration schedules appointments, facilities
and tasks
• Integration adaptors leverage existing databases and
applications
• Flexible work routing provides automatic or manual work
distribution based on staff skill, role and availability
From Paper Pain to Streamlined Satisfaction
? ! ! ! a r g h h
“As enterprises begin to understand the importance of integrating end-to-end customer
processes, they are turning to solutions with native case handling capabilities that can support
unique and exible process ows like Sword Ciboodle..” Bill Band, Principle Analyst, Forrester Research