Avanade provides a solution for automated complaints management using Microsoft Dynamics CRM. This allows companies to [1] gain valuable customer insights from complaints, [2] improve compliance with regulations, and [3] increase efficiency and cut costs compared to traditional manual systems. The solution provides a consistent workflow for handling complaints across all channels. Avanade has experience implementing similar solutions for financial firms and can customize the solution to meet specific needs.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
To keep pace with the ever increasing demand for real-time customer service, shifting to mobility has become inevitable for the insurance industry. In
today's scenario, where real-time servicing of customer requests 'on the fly' has become a norm, mobile technology seems ideally positioned to
enable insurers gain a competitive advantage. Mobile solutions enable faster and improved communications between customers, field agents,
and the central processing office of the insurer.
Adopting mobile technology can help insurers
enhance customers' experiences, increase
productivity, while keeping a check on costs, and
mitigating operational risks.
In an effort to help a growing number of franchised auto dealers considering a change in their dealer management system (DMS) provider, Auto/Mate, the highest ranked DMS in the 2009 NADA Annual Survey of Dealership Satisfaction, has released “The Dealer’s 10-Step Guide to Changing Your DMS” eBook.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Mobile Workforce Management is undergoing a disruptive transformation, driven by heightened
expectations of customers for enhanced, real-time delivery of goods and services. Companies,
ranging from cable and telecommunications operators to leading retailers and other home
services companies can no longer rely on outmoded ways of interacting and communicating
with customers to manage appointments. Nor can they continue a “silo” approach to mobile
workforce management that focuses on optimizing the work flow and work order process,
while not taking into account the integral customer interactions that drive intelligence
dispatching, routing and scheduling. In order to achieve a higher level of optimization for their
mobile employees, as well as improved customer satisfaction, companies are embracing more
holistic technologies that unify the workflow and customer appointment processes.
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
PivotalCRM - CRM for financial servicesPivotal CRM
CRM That Fits Your Business With increasing commoditization across the industry, financial services firms are struggling to attract new clients and retain existing ones without placing constant downward pressure on revenue margins.
Learn 6 ways to Succeed in Retail with this eBook.
An integrated platform equips the retailers to manage their businesses in an effective and efficient manner by providing
cohesive, consistent and relevant information. It makes the task of keeping track of all the transactions much easier. An integrated retail solution allows automatic recording of the transactions in real-time environment. They have become indispensable tools to survive and increase profitability not only for the Mid Market Retailer but also for a large multinational retail organization. The major competitive benefits of using an Integrated Retail Management System in the
modern day retail are covered in this eBook.
CRM Health Check program provides a reasonable assessment of your CRM investment and plans. The CRM Health Check Report includes a set of practical & inexpensive recommendations to implement out-of-box features
In an effort to help a growing number of franchised auto dealers considering a change in their dealer management system (DMS) provider, Auto/Mate, the highest ranked DMS in the 2009 NADA Annual Survey of Dealership Satisfaction, has released “The Dealer’s 10-Step Guide to Changing Your DMS” eBook.
Pivotal CRM for Financial Services offers comprehensive, integrated, industry-specific capabilities that increase insight into operational performance, streamline processes across the firm, and improve responsiveness to client demands
Mobile Workforce Management is undergoing a disruptive transformation, driven by heightened
expectations of customers for enhanced, real-time delivery of goods and services. Companies,
ranging from cable and telecommunications operators to leading retailers and other home
services companies can no longer rely on outmoded ways of interacting and communicating
with customers to manage appointments. Nor can they continue a “silo” approach to mobile
workforce management that focuses on optimizing the work flow and work order process,
while not taking into account the integral customer interactions that drive intelligence
dispatching, routing and scheduling. In order to achieve a higher level of optimization for their
mobile employees, as well as improved customer satisfaction, companies are embracing more
holistic technologies that unify the workflow and customer appointment processes.
Tavant Technologies Showcases its Field Service Mobilty Solution at WCM 2012 Tavant Technologies Inc.
Automation of Warranty Management applications helps improve warranty KPIs and reduce costs. But there is another other side of warranty that connects to the field repair process, which is often overlooked.
Service technicians are usually in the field to fix the customers’ problems proficiently, and should not be bothered with any other issues that could delay or hold their work. Be it preventive maintenance, unscheduled repair or warranty replacement, troubleshooting and decision making in the field is often intricate and time-consuming.
Also, field technicians strive to understand complex contract or warranty entitlements, policies, or service bulletins to make on-field decisions on troubleshooting or to evaluate the coverage for billing and warranty or service contracts.
Therefore, it’s important for organizations to mobilize their field service staff by automating the field service tasks, and connecting transactions in the field with warranty, contracts and other backend ERP systems.
In this white paper, the author discusses the real-life challenges faced by field technicians and how they can be empowered with mobility solutions to improve field productivity, increase accuracy of diagnostics, reduce warranty and invoicing cycle times, enhance service revenues, and most importantly, improve customer experience to make service excellence a strong selling point.
Mobile CRM: a New Perspective Mobile sales teams are usually composed of a firm’s most valuable salespeople: the ones who close the most deals and are the most direct generators of new revenue.
PivotalCRM - CRM for financial servicesPivotal CRM
CRM That Fits Your Business With increasing commoditization across the industry, financial services firms are struggling to attract new clients and retain existing ones without placing constant downward pressure on revenue margins.
Learn 6 ways to Succeed in Retail with this eBook.
An integrated platform equips the retailers to manage their businesses in an effective and efficient manner by providing
cohesive, consistent and relevant information. It makes the task of keeping track of all the transactions much easier. An integrated retail solution allows automatic recording of the transactions in real-time environment. They have become indispensable tools to survive and increase profitability not only for the Mid Market Retailer but also for a large multinational retail organization. The major competitive benefits of using an Integrated Retail Management System in the
modern day retail are covered in this eBook.
CRM Health Check program provides a reasonable assessment of your CRM investment and plans. The CRM Health Check Report includes a set of practical & inexpensive recommendations to implement out-of-box features
Implementing ServiceNow CSM to Reinvent Customer Service.pdfAelum Consulting
ServiceNow CSM is more than just a software solution; it's a full framework for optimizing and centralizing customer service operations. It enables firms to optimize procedures, capitalize on data-driven insights, and establish long-term customer connections. Customers now want more than simply products or services; they want experiences that are smooth, customized, and quick. ServiceNow CSM is at the forefront of this change, redefining how organizations interact with and support their customers.
Unlocking the Value in Warranty ManagementCognizant
With the right combination of advanced systems and processes around warranty management, manufacturers can unlock value such a reduced costs, improved product quality, faster turnaround and better customer experience.
With the right CRM comes the opportunity for Along the way, IT managers need an integratedcompanies to really get to know their customers, set of technologies—from websites to databasestheir needs, preferences and their buying and data mining tools—to make it work.patterns.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
"Impact of front-end architecture on development cost", Viktor TurskyiFwdays
I have heard many times that architecture is not important for the front-end. Also, many times I have seen how developers implement features on the front-end just following the standard rules for a framework and think that this is enough to successfully launch the project, and then the project fails. How to prevent this and what approach to choose? I have launched dozens of complex projects and during the talk we will analyze which approaches have worked for me and which have not.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...
Avanade complaints management_pov
1. Avanade Point of View
Microsoft Dynamics CRM for
Complaints Management:
Improving customer insight
Re-establishing great relationships Complaints are the ultimate customer
feedback. They show what’s not working
Faced with a growing number of customer complaints – so it can be fixed. Turning a dissatisfied
customer into a happy one is good
along with pressure from regulators to handle disputes business. Ultimately it aids customer
retention and loyalty.
faster and more fairly – financial services firms need
a new approach.
Traditional, manual systems can’t cope. An automated
system – delivered on demand through the cloud or
on site – is needed to provide a consistent approach.
As well as streamlining compliance, while cutting
costs and improving customer service, it also provides
invaluable insight into your customers and business.
From Accenture and Microsoft
2. Using complaints as a
business barometer
It’s a new approach encouraged by regulators, who are Recently, Royal Bank of Scotland (RBS) and NatWest were fined
increasingly looking to financial services companies to handle £2.8 million for poor complaints handling by current UK regulator,
complaints more efficiently, within set time limits. Initiatives the Financial Services Authority (FSA)1. The reasons for the
like ‘Treat Customers Fairly’ are aimed at instilling a new culture failure were said to be poor training and guidance for bank
where complaints are not seen as negative, but instead the chance staff dealing with complaints, and inadequate monitoring of
to gain a real insight into how well the business is working. their work by managers.
This Avanade Point of View shows how an automated system An FSA investigation into the way the main UK banks dealt
of complaint management, based on next-generation Customer with complaints, which totaled 2,654,195 in the second half
Relationship Management (CRM) technology, provides a flexible of 20092 alone, also found that:
and cost-effective way to deal with disputes, improving customer
• 36% of complaints had been investigated poorly or
satisfaction and business performance.
inadequately
We are in a more complaint-centred culture. Consumers are • 18% of decisions were wrong and unfair to the customer
becoming increasingly financially aware and ready to exercise
their power in a highly competitive market. • Customer correspondence did not always explain the
outcome of the complaint fairly and clearly
Media campaigns run by consumer champions are encouraging
• In 62% of cases the complaints were not dealt with
more to complain. These often generate a high volume of
within the eight-week timeframe expected.
complaints that traditional paper-based systems can’t cope with.
At the same time regulators are keen to ensure that complaints The generally poor performance has led to the regulator
are dealt with fairly – and in a reasonable timeframe. The penalties proposing further rules for the industry, which will bring
are harsh – in fines, reputation and lost customers – if financial additional compliance costs.
services companies don’t meet the standards required.
1 http://www.fsa.gov.uk/pages/Library/Communication/PR/2011/003.shtml
2 http://www.fsa.gov.uk/pubs/other/complaints_2009_h2.pdf
Benefitting from complaints
By adopting a different It involves:
• Not treating complaints management • Integrating IT systems with business
approach, financial as a compliance chore – as this does systems – to deliver better customer
services companies not bring any useful insight or improve
customer satisfaction that can lead
service at lower cost.
can turn customer to more business
complaints into business • Regarding complaints management
as an integral part of the business –
improvement. like new customer acquisition or
upselling services to existing customers.
It needs champions at a senior level,
metrics for feedback and specific goals,
such as churn reduction
Avanade Point of View: Avanade CRM for Insurance
3. The Avanade advantage
The Avanade solution Through our experience with enterprises For the greatest flexibility, our complaints
and the financial services sector, we are management solution is available on
gives you better insight uniquely best-placed to create a solution demand, as a hosted service on the cloud.
that meets the specific challenges you face. Alternatively, it can run from your own
into the complaints you data centres.
As Avanade’s complaints management
receive, greater control solution is based on the familiar look Quick as it is to deploy, our system can be
over your data and more and feel of Microsoft technology little
training is needed – making it easy and
easily tailored and configured to adapt to
your own approach to customer care and
accurate management cost-effective for your people to use. any future changes in regulatory demands.
information. Our specially created user dialogues also
guide your people through the complaints
procedure to ensure the best quality
outcomes, regardless of the experience
of individual staff.
Transforming relationships
Much of the pain can be taken out of Increase customer loyalty and ultimately revenues
Delays and poor treatment can turn a minor complaint
complaints management by automating into a serious problem. Dealing properly with a complaint
the whole process to report, monitor is little cost compared with acquiring a new customer.
Reducing customer churn is also likely to increase sales and
and ultimately resolve disputes. the lifelong value of customers.
Avanade’s solution is based on the highly configurable Microsoft Improve business performance
Dynamics CRM. This provides a fast, consistent approach to Customer complaints are a rich source of free feedback and an
handling complaints across all customer touchpoints, including opportunity to spot problem areas. Only a small proportion of
high street branches, contact centres and online. people who feel the urge to complain actually do so. This means
With Avanade’s automated complaints management system that collating and analysing complaints will give you a valuable
you can: insight into the attitudes of a much larger customer base.
Cut costs Ensure compliance
Run complaints management on demand, using Avanade Streamlining complaints management makes it easier to
Online Services (AOS). Infrastructure and IT costs are reduced comply with regulators’ guidelines – now and in the future –
and you have a rapidly deployed, cloud-based solution for a as well as company policies.
predictable pay-as-you-use fee.
Resolve problems quicker
The workflow system ensures complaints are automatically
passed to the right handler, who can resolve issues faster
and more efficiently.
Avanade Point of View: Avanade CRM for Insurance