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What impact doesISSUE MANAGEMENThave on your company?
www.sopondemand.comLearn more about issue management:
www.esker.com
Handle customer issuesthe smart way
With Esker, CSR teams can manage customer issues while maintaining full process visibility, from order creationto product reception. Using the same interface as their customer orders, CSRs have the ability to log,
track and manage every claim — improving efficiency by completely automating issue management workflows.
Esker’s dashboard metrics provide clear and up-to-date information on the number of complaints awaiting resolution.Consolidated reports enable managers to accurately analyze, detect and quickly fix “problem areas”
in the process, which directly impacts financial performance and customer satisfaction.
SHIPPING ADDRESS: OK √
REFERENCE ADDRESS:
OOPS, THIS ONE’S WRONG;NEED TO CORRECT IT.
TOTAL AMOUNT: OK √
Issue Details-----------------------------------
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Solution-----------------------------------
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Issue Details-------------------------------------------------------------------------------------------------------------------------------------------------------------------
Solution-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
ApproveReject
Manager
ABC PHARMA: MONTHLY QUALITY REVIEW MEETING THE FOLLOWING WEEK.
A NEW CUSTOMER ISSUE IS CREATED AND SENT TO THE MANAGER FOR APPROVAL. IN THIS CASE,A REPLACEMENT PRODUCT WILL BE SHIPPED OUT IMMEDIATELY FOR SAME-DAY DELIVERY WITH A 10% DISCOUNT.
ABC PHARMA: WEDNESDAY MORNING, 6:04 A.M.
OUR DASHBOARDSCLEARLY INDICATE THAT
WE HAVE A PROBLEM WITH OURDELIVERY SERVICE. THIS IS THE THIRDTIME WE’VE EXPERIENCED PROBLEMS.
WE NEED TO CHANGE DELIVERYCOMPANIES OR I’M WORRIED
WE’LL LOSE CUSTOMERS.
BASED ON THESEDASHBOARDS, WE CAN SEE THAT
OUR NUMBERS ARE UP THIS QUARTER,BUT IF WE CAN’T DELIVER PRODUCTS
ON TIME AND IN THE BEST CONDITIONS,WE’RE SABOTAGING
OUR PROGRESS.
ADVENT MEDICAL DISTRIBUTORS: MONDAY MORNING, 9 A.M.
EVERYTHING LOOKSGOOD TO ME.
ORDER’S ALREADYIN THE ERP SYSTEM.
SENDING DELIVERYNOTIFICATION.
ADVENT MEDICAL DISTRIBUTORS: WEDNESDAY MORNING, 9:30 A.M.
YES, DAMAGED!I’M SENDING YOU
A PHOTO RIGHT NOW.I NEED MY ORDERREPLACED ASAP.
I AM SO SORRY. WE WILL TAKECARE OF THIS IMMEDIATELY, ANDREST ASSURED, IT WON’T HAPPEN
AGAIN. YOUR BUSINESS ISEXTREMELY VALUABLE TO US.
GREAT, JUST IN TIME.THANK GOODNESS THEY
WERE ABLE TO TAKE CARE OFIT SO QUICKLY AND EXTEND
A DISCOUNT FOR THEINCONVENIENCE!
ADVENT MEDICAL DISTRIBUTORS: WEDNESDAY AFTERNOON, 4:30 P.M.
A day in the life ...
TIME TO PREPAREOUR NEXT SHIPMENT FOR
ST MARY'S HOSPITAL —LOOKS LIKE WE'RE RUNNING
LOW ON TEST TUBES.BETTER PLACE AN ORDER
THIS MORNING.
ABC PHARMA: MONDAY MORNING, 9:18 A.M.
HERE'S A NEWORDER FROM ADVENT
MEDICAL DISTRIBUTORS.LET'S GET THIS PROCESSED
IMMEDIATELY.
,
Does your company suffer from any of these pains?§ Multiple and/or complex issue management systems§ Poor communication between services § Little to no customer issue follow-up
If so, it’s likely you’re also dealing with:§ Errors resulting from manual claims handling§ Frustrated customers lost to competition§ Damaged reputation and financial losses
What can be done? Esker’s Order Processing solution features an electronic issue management tool that eliminates these common pains and improves global customer satisfaction. Continue below to find out how!
CUSTOMER
ISSUEMANAGEMENT
ORDERMANAGEMENT
ISSUEMANAGEMENT
REASONS FOR ISSUE AREANALYZED & FIXED
ISSUEIS RESOLVED
CSRs RECEIVE ORDERSIN ANY FORMAT
CUSTOMERCOMPLAINS
ISSUE IS CREATED
EXCEPTION DETECTION& APPROVAL
ARCHIVE & ACCESSWHEN NEEDED
DATA ISANALYZED
DATA ACCURACYIS VERIFIED
RELEVANT DATAIS EXTRACTED
FOLLOW-UPIS CONDUCTED
How issue management works
ESKERAUTOMATICALLY
READS, EXTRACTS, CHECKS DATAAND PRESENTS
THE ORDER TO THE CSR,
ENABLING HIMTO DETECT
DISCREPANCIESOR ERRORS
BEFORE VALIDATION.
BenefitsA win-win situation for both your company and customers:
IMPROVEDCUSTOMER SERVICE
HAPPIER STAFF MEMBERS
FULL PROCESS VISIBILITY
CUSTOMIZED WORKFLOWS
RAPID IMPLEMENTATION
ONE COLLABORATIVE
INTERFACE
REAL-TIME KPIS& DASHBOARDS
YOU’VE GOT TO BEKIDDING? THEY CAN’T BESERIOUS. THIS IS TOTALLY
UNACCEPTABLE. JUST WAITUNTIL THEY HEAR
FROM ME.
LEVERAGE PAST SOLUTIONS
HIGHERSATISFACTION RATES
Using the same Esker interface where orders are processed, companies can extend automated efficiencies to customer issue management — streamlining all essential phases of their process.