AMEX boosts customer service with work management

American Express expects to boost customer service productivity by thirty percent by using electronic document technologies to handle incoming correspondence.

When fully operational later this month the new case management system, designed and installed by Tower Technology and Staffware Corporation, will process all incoming documents, facsimiles, e-mail and telephone calls from American Express merchants throughout Europe.

Michael Whyte, AMEX Re-engineering VP expects productivity in the company's European Operations Group to increase by more than 30 percent, resulting in improved customer service.

"The introduction of this type of technology directly supports the American Express mission to deliver `Best in Class' service to its customers and achieve the fastest possible time to market for new products and services," said Whyte.

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