FINANCIAL SERVICES: CLAIM CASES
The claim cases will have an absolute guarantee of proper monitoring and control , increasing the Satisfaction Indices of customers and suppliers. Allowing, in addition, the resolution of complaints with the client to reduce the delinquency portfolio rates, anticipating the resolution of inconsistencies reported by them, in the service channels.
SAP DISPUTE MANAGEMENT - SAP CASE MANAGEMENT
NEED
SAP DISPUTE MANAGEMENT
SAP CASE MANAGEMENT
For the organization, it is essential to have a solution that manages the cases of claims , complaints or requests from customers. This solution should:
PROVIDE
Escalation mechanisms, allow to attach information sent or received from customers and control the process via workflow. Additionally, inform via email or SMS messaging information both to supervisors or those in charge of solving cases, as well as to clients about the result or status of the process.
ALLOW
Integration with other processes such as collections, electronic payments, credit management and customer service.
SOLUTION
The Claims and financial PQRs solution implemented by Actiobyte allows you to manage customer service and claims processes through workflow-controlled cases and tasks that control the defined times to process each case.
It allows configuration of the objects to be attached to the case , whether they are documents or business objects such as a transaction or an order.
Integrated with the Collections or Electronic Payments modules, it enables claims cases to be handled directly by the customer and / or collection agent, making the case more flexible and shortening the time for resolution.
SOME OF THE FUNCTIONALITIES
PRINCIPALS OF THE SOLUTION ARE:
Create cases individually or associated with a collection management
Attach documents received or sent to clients
Parameterize the screens with the necessary attributes applicable to each type of case
Assign those responsible for the case and escalation levels through workflow
Enable and control the traceability of the management carried out, with user, dates / times, notes of the work carried out
Allow automated handling of case statuses
Her organization
will have tangible benefits such as:
Control and monitoring of claim cases and customer service
It guarantees that all cases are managed by increasing the Customer Satisfaction Indexes, helping in the resolution of disputes with the same to reduce the Delinquency Portfolio indexes anticipating the resolution of inconsistencies reported by clients in the service channels
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