Severn Trent Water is to roll out a document management
system that will allow call centre staff to view copies of bills as
customers see them.
Agents will be able to access all inbound and outbound
correspondence history on an account using a system based on
technology from Macro 4, which
will replace mainframe document management functions.
With the investment, Severn Trent Water expects to improve
customer service through faster query resolution, while improving
the productivity of its call centre staff.
Severn Trent Water looks to gain single view of customer assets
>>
Managed service plugs hole in Severn Trent Water's enterprise
management >>
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