Helping you to provide a better, more
responsive service
Process Tracker
Dramatically
reduce
operating
costs
and
improve process
efficiencies and
productivity
Vodafone Global Enterprise has developed a web-based communication solution – Vodafone Process Tracker – that is designed to help you dramatically reduce operating costs, significantly improve process efficiencies and staff productivity, and provide a better and more responsive service to your customers.
Vodafone Process Tracker provides business-critical, real-time management information that will help you fully understand the current state of the sales pipeline, identify levels of new business, monitor customer communications and identify processing bottlenecks before they become a customer service issue.
Specifically designed to help tackle the complex working environments and rigid IT systems traditionally found in the finance sector, Vodafone Process Tracker positively manages customer expectations and behaviour, and simplifies the management of the customer journey from start to finish.
Improve your business
processes and
communication channels
In today’s extremely challenging business climate, the
finance sector is under extreme pressure to reduce costs
while continuing to deliver an exceptional service.
Three ‘Top 6’ UK banks rely on Process Tracker in multiple
environments for customer communication. 40% of UK
mortgages are processed using Process Tracker.
An innovative solution, the first of its kind in the finance sector, Vodafone Process Tracker enables you to use a combination of channels – SMS text, e-mail or personalised web pages – to communicate, manage, and provide a more responsive and direct service to your customers.
Vodafone Process Tracker will help you to keep all parties – agents, management team, intermediaries and customers – fully informed about the progress of customer cases such as mortgages, loans or credit card applications.
Customer expectations and behaviour are proactively managed using an optimum mix of SMS text alerts,
e-mails and personalised web pages.
Thank you for choosing us to meet your mortgage needs.
We’ll send you regular updates by text and e-mail to keep you informed of the progress of each stage of your application.
A web-based communication
solution that delivers:
• Cost reductions through operational improvements
• Satisfied customers
• Better flexibility to manage fluctuations in workload
• Proactive, not reactive • Powerful workflow tools and
management information • Rapid and measurable
How it works
Vodafone Process Tracker can be integrated into your existing IT environment or can be used as a standalone solution, depending on what you require. Intuitive and easy to use, it can be deployed within a matter of weeks resulting in immediate ROI.
Authorised administrators can log in and quickly and easily see the status of all applications. With the click of a mouse, information can be efficiently transmitted directly to the customer or a third party, informing them on the progress of an application.
There is a full audit trail of all activity from when the case was created, through each subsequent action through to completion.
Choice of communication channels
Process Tracker gives you a choice of communication channels that can span multiple users and departments.
SMS text message
The moment a case is created or updated, an SMS text message will be sent to the customer’s mobile phone or to a third party or intermediary if relevant.
An automated e-mail will be dispatched at the same time as the SMS text message with a link to a personalised web page where the customer will be able to view additional information relating to the application.
Personalised web pages
The customer or intermediary simply clicks on the link in the e-mail to access a personalised web page containing additional information. No log in or registration is required as personal customer or account details are not displayed on the web page.
Personalised web pages can be used to provide or request information, or to invite the recipient to participate in an online survey.
Vodafone Process Tracker will
have an immediate positive
Benefits
• Stops up to 65% of in-bound calls from customers chasing the progress of their applications, and out-bound calls chasing additional information
• Allows you to significantly reduce postal communications
• Improves customer service levels, increases process efficiencies and increases staff productivity whilst reducing operational costs • Full ROI within 12 months.
Benefits
Vodafone Process Tracker will have an immediate and positive impact on your business, including:
Improved productivity
Improve employee productivity by reducing the time spent dealing with customers chasing the progress of an application. It will help to reduce out-bound chaser calls, improve working efficiencies and allow your employees to concentrate on other daily duties.
Cost reduction
There will be a significant reduction in telephone traffic, which in turn will reduce costs. Costs will also be reduced by minimising the impact on using postal services, postal materials and labour.
Quality and training
With Vodafone Process Tracker, training of new staff will become less time consuming and less costly.
Improved customer service
Vodafone Process Tracker drives huge efficiencies in customer management processes and can help to eliminate up to 90% of customer complaints relating to lack of information or breakdown in communication. By proactively communicating with customers you can help to dramatically improve customer satisfaction.
Process efficiency
Vodafone Process Tracker provides enhanced workflow management, allowing your business operations to process customer cases more effectively, with improved information flow between all parties in the process, including intermediaries such as relationship managers, brokers and resellers. This helps to eliminate fire-fighting customer enquiries, complaints and chaser calls.
Process Tracker Platform
Your businessAgents Management Team
Intermediaries Customer
• Stops up to 65% of in-bound calls from customers chasing the progress of their applications, and out-bound calls chasing additional information
•
postal communications
• Improves customer service levels, increases staff productivity whilst reducing operational costs • Full ROI within 12 months.
Vodafone Process Tracker is a powerful workflow management information tool with a comprehensive data analysis suite providing a wealth of information, supported by high-quality graphics and links to download raw data.
The data analysis suite includes a live dashboard that enables you to analyse real-time performance by:
• Case creation
•Completion reports
• Time taken to get from one key stage to another
•Exposure levels
•Missing information.
Authorised users simply log in to Vodafone Process Tracker using a standard web browser. They will then be able to run customised reports broken down by team, user, process or customer. This information can be used to evaluate the productivity and efficiency of individuals and teams, to improve customer service and to reduce operating costs.
Comprehensive data analysis suite delivering customised
reports to exactly fit your needs.
Real-time management
information to show
At any time, the working pipeline can be reviewed in real time, helping to identify process bottlenecks within your system and to resolve customer service issues before they become a problem.
Daily summaries with case notes can be e-mailed to third parties or intermediaries giving them full visibility of the progress of individual cases. By clicking on the reference number the third party can view a personalised web page, which has further information about the application.
With its multi-company, multi-currency and multi-lingual capabilities, Vodafone Process Tracker provides an invaluable overview of just how efficient your customer service teams and processes really are.
