By Jeff Ballard, Industry Solutions Manager, Kofax (www.kofax.com)
On June 15, 2013
Chinese philosopher Lao Tsu once said, “The journey of a thousand miles begins
with a single step.” When it comes to doing business in “Age of the Customer”,
it is also true that, “the journey of customer engagement begins with the
First
Mile.”
Today’s customers are more empowered and connected than ever before.
They know what they want, and they want transactions to be fast, easy and
convenient. That means you need to engage customers in the manner – and from the
device – they prefer, whether from a smart phone, tablet, email or in-person.
Because if you don’t, they’ll find someone who will.
Developing profitable, long-lasting customer relationships, however, goes
beyond just supporting their preferred communication channel. It means
addressing the entire customer interaction process, starting from the moment
they engage you. This is the
First Mile of Customer Engagement.
With information coming into an organization in a variety of formats –
mobile, web, email, paper, fax and others – the challenge is to get that
information into the appropriate systems quickly and accurately so action can be
taken.
For many companies, moving this information from the originating correspondence
into the core systems and applications is a manual process. While businesses can
capture the document as it enters a system, more often than not they are merely
creating an image of the document and routing that image for review before
eventually manually re-keying the needed data for further processing.
However, such a process is overly tedious and results in unnecessarily long
processing times, more room for error, and greater potential for a security
breach involving your customers’ sensitive information.
By leveraging integrated capture and workflow solutions, companies can ingest
key customer data quickly, automatically and with fewer errors. The result is
greater responsiveness to the customer and greater accuracy during the
transaction, leading to heightened customer satisfaction and loyalty. And it all
starts with that first step.
See more at:
http://www.kofax.com/blog/index.php/the-first-mile-of-customer-engagement-begins-with-a-single-step/#sthash.0MAWNKXo.dpuf
