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Meeting customer demand for mobile and multichannel solutions

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Early results

Safe-Guard and Kofax spent October 2014 through February 2015 on the design and integration stage of the solution to work with Safe-Guard’s other systems, then went live late in the winter.

Customers now can submit all documentation via mobile capture if they wish, but others will use scanned images in addition to mobile capture. All stakeholders can see real-time information on submitted documents, missing documents and the progress of the claims process.

Although Safe-Guard’s use of Kofax TotalAgility is still in its early stages, Dewey is encouraged by the initial returns, which show the company should be able to slash its claim processing time by as much as 25 to 30 percent.

Social media at the center

Allied Irish Bank of Dublin had developed social media in 2011, improving engagement with customers. But as people started carrying smartphones with them everywhere, many of the social media conversations evolved from simple queries to more sensitive ones, requiring the bank to be able to track social media exchanges for regulatory purposes, says Alan Cronin, Allied Irish Bank’s head of social media.

The bank wanted a platform that integrated with other systems for better knowledge of how customers engage through different channels. “We wanted to be mobile first in terms of our digital capability,” Cronin says.

About two years ago, the bank began extensive research into a platform that would fit its needs, reviewing 10 different products, looking at response times as well as the ability to archive and download conversations and to work with the bank’s own tagging mechanism and with Facebook and Twitter.

A little less than two years ago, the bank chose the social media platform offered from Conversocial.

“It provides us with the ability to understand the conversation, to know which are tablet-specific queries, to recognize issues with transactions, to understand pain points with our customers and to measure average response times,” Cronin says. AIB wants to respond to social media messages during the business day within 20 minutes, according to Cronin.

Communicating with customers via social media enables AIB to quickly push out promotions via Twitter and Facebook and in a more cost-effective manner than using other channels, Cronin adds.

He looks forward to giving individual contact center agents increasing flexibility with Conversocial, enabling them to further segment posts, obtain necessary approval and to provide a single view of all contact center interactions with the customer.

Using mobile and multichannel service with KM solutions will be increasingly important to companies as they continue to serve customers via the channels they prefer.

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