Products
DOX for Customer Services

The favourite of the clerks

The DOX for Customer Services module of DOX Enterprise platform has been specifically developed to support the back-office tasks of customer services. It automates the monotonous and routine part of the work of clerks. This does not only make their job more efficient and enjoyable, but also contributes to customer satisfaction due to faster and more accurate administration.

Benefits

 

  • Improves productivity

    Due to interactive document creation, the time required to write a response can be reduced from half an hour to minutes.

  • Contributes to digitization

    It supports all electronic channels and enables authentication by electronic signature and timestamping infrastructure.

  • Simplifies work process

    The templates that serve as a framework for each document type can be edited on easy-to-understand user interfaces and published with version control.

  • Decreases number of errors

    The set of data manually entered by the clerk can be minimalized, and even multiple-levels approval process can be assigned to documents.

How does DOX for Customer Services work?

DOX for Customer Services provides an integrated solution primarily for creating and managing interactive documents that require human intervention. By using templates built with standard office formats (such as Microsoft Word), based on a pre-defined set of rules, the module is capable of creating outbound documents (i.e. response letters) from elements that on one hand are given by the clerk, on the other hand are taken from data sources defined, and all this, reflecting the current corporate identity of the company.

1Opening

To create an interactive document, the clerk first selects the template to be used out of the set of forms that were created for the specific type of documents, i.e. „response letter“.
Upon entering the identification number of a case into the form, DOX for Customer Services automatically fills out the customer data by connecting to the relevant enterprise applications. This way the amount of data to be entered by the assistant can be minimized.

2 Editing

Due to the content wizard, the opened documents can be quickly and easily edited in an interactive way.
Blocks can be freely modified by users authorized. The clerk can decide whether a specific content block is required, but the editing of the actual text is only possible for the authorized group of users. (I.e., the wording of a legal clause can only be changed by the Legal Department.)

3 Approval

Individual business processes and life cycles can be assigned to the specific document types. As part of it, even multi-levels approval protocols can be configured.
In case clerks need to perform additional repetitive tasks that are easy to describe by rules – i.e. cross-validation of data coming from other systems or double-checking case history - RPA technology (Robotic Process Automation) enables further automation.

4 Delivery

Once created, documents can be printed, sent by e-mail and / or converted into PDF, TIFF or other special formats. They can also be forwarded to be processed in the desired manner, i.e. can be transferred for archiving, portal, e-mail or print management systems. In case of electronic channels, the time-stamped electronic signature of documents is also supported.

Traceability, monitoring, reporting

 

    • DOX for Customer Services provides a user interface where the approval and other business processes can be accomplished quickly, partly automated and in a traceable way.
    • Administrators can easily track who approved what, as the approvals are logged by the application.
    • Creating and sending activity reports, operations statistics and bug reports can be simply accomplished.

DOX for Customer Services also supports processing of documents triggered by exceptional situations that can occur during the work. Despite such documents are created independently of any templates, as they have extraordinary content requirements, they can also be integrated into the creation process of DOX, even if they were written in Word. As a result, their approval and delivery to output channels are done in the same way as they were template-based documents.

Integration

 

  • Just like any other products built on DOX Enterprise platform, also DOX for Customer Services can be smoothly and quickly integrated and connected to existing processes.
  • The applied integration layer supports all standard interface connections.
  • With standardized connectors that can be configured, it can be linked to the most common document archiving or content management systems, like: Saperion, OnBase, Opentext Livelink or IBM FileNet.