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.
Due to interactive document creation, the time required to write a response can be reduced from half an hour to minutes.
It supports all electronic channels and enables authentication by electronic signature and timestamping infrastructure.
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.
The set of data manually entered by the clerk can be minimalized, and even multiple-levels approval process can be assigned to documents.
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.
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.
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.)
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.
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.