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CASE
STUDIES
CASE-4
Problem description:
Handling of Customer transactions sent from various
locations to centralized back office by way of transaction
slips either physically / by fax or through scanned
images
CSS
analysis:
Problems were faced both at the locations and the
centralized processing office: |
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Locations
where the transactions were lodged could not give the
exact position of the processing status on-line
to the customers due to centralized processing
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Identification
of time critical transactions at the centralized
office and failure to process transactions within
stipulated time-lines had monetary risks
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CSS
solution:
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Transaction
slips of the customers were data captured at the
locations where it was lodged and simultaneously
the transaction slips were scanned and sent to
the centralized processing office
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At
the centralized processing office, these transactions
were processed on line after verifying the customer
signatures, confirmation of balance and validation
of other key details enabling processing
of time critical transactions
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Due
to the above solution, locations were in a position
to give feedback to the customer instantaneously
about the status of the transactions thereby improving
customer satisfaction levels
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CSS
Process Management Company Pvt. Ltd.
An ISO 9001:2000 certified Company
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