SEQUENCE Customer Service Solution Effortlessly provide the service your customers deserve.

Drowning in paperwork? Turn-around-time of weeks? Your customers deserve better, and so do you. SEQUENCE Customer Service Solution automates handling customer requests, enabling you to maximise efficiency while providing top-quality service. With SEQUENCE, your customer is always in good hands.

The Challenge

As your enterprise attempts to provide service to a growing number of customers, the following issues become increasingly complex:

• Support for multi-channel communication with customers.
• Time consuming and labour intensive processing of correspondence.
• Too much paperwork!
• Poor integration of cases and systems.
• Lack of monitoring and visibility (bottlenecks, workloads and SLA breaches).
• Record keeping and tracking requirements for regulatory compliance.

SEQUENCE’s Customer Service Solution

SEQUENCE is a collaborative software solution which automates and digitises business processes for many of the world’s largest enterprises. SEQUENCE’s proven customer service solution has transformed customer service for organisations with enormous customer service challenges (see Case Studies).

The SEQUENCE Customer Service Solution:

• Scans customer inputs from a variety of channels (letters, emails, web forms, smart phones).
• Identifies key information and routes customer requests to the correct party according to business logic.
• Ensures that customer requests are handled promptly and in accordance with correct governance.
• Provides visibility to management with rich monitoring tools.
• Enables customers to track their requests online.
• Seamlessly integrates with ERP, CRM, and Case Management systems.

Benefits

• Optimise staff utilisation and free up front line workers.
• Reduce management supervision of workers with the aid of gauges and reports.
• Drive quality and optimisation through process automation.
• Encourage writing more business as customer satisfaction increases.
• Ensure absolute compliance with regulatory requirements.

Financial Services Company

PNMsoft has successfully delivered a SEQUENCE solution for a leading financial services provider to enable it to process customer requests for policy changes, cheques and letters received by post. After scanning, a customer’s letter is saved as an electronic document which automatically triggers the right workflow route for handling based on business rules. The process can be monitored with a dashboard. In the event of a delay, an automated alert is generated. The customer can be notified at every step of the process.

Utility Company

PNMsoft has successfully delivered a SEQUENCE solution for a major utility company which handles thousands of commercial requests to tender for the supply of gas. SEQUENCE has automated this process to ensure that the company meets the response time and requirements for tendering. SEQUENCE implements automatic queuing and routing of requests to the front desk and sales team and a structured set of action items to ensure that each response to an RFT moves efficiently through review and approval stages.

About PNMsoft

PNMsoft was founded in 1996 by Human Workflow Automation experts with the mission of delivering Business Process Management (BPM) solutions for business users. We are a multi-national enterprise with headquarters in the UK and a global network of business partners. PNMsoft has forged close and long-standing partner relationships, particularly with Microsoft. We are a Microsoft Gold Certified Partner and a member of the Microsoft Business Process Alliance. We continue to expand our worldwide client base across a wide range of sectors. Our clients include Atkins, AXA, Philips, GDF Suez, Atos Origin, Aon and many more.