Customer service goes high tech
Monday, 28 July 2008 12:50pm
Vignette has rolled out a new online system that brings traditionally hard to access wealth management customer service to the World Wide Web.
The new Vignette Case Manager allows organisations to automate and track customer transactions across multiple communications channels, including the web, email, phone and paper.
At the same time, the system processes technical transactions such as managing investments, claims processing and license renewals.
“The Case Manager is a bit like a workflow analysis," said Kevin Baxter, Vignette director for global imaging workflow.
“Take superannuation for example. At the moment, if clients want to ask about their pension in some way, shape or form, it is usually done via call centres.
“What Case Manager allows them to do is to access everything via web - meaning they would be able to access the information they need via the Internet, or download it onto their PDA, essentially like a flexible self help program," said Baxter.
A key selling point of Case Manager is that it is repository independent, meaning fund managers, advisers and super funds will be able to install the program on top of a non-Vignette or competitive repository system.
Mike Aviles, president and chief executive of Vignette said Case Manager adds a multi-channel dimension to Vignette's existing web experience platform and enables its users to make traditionally offline procedures available via the web and other interaction channels.
Ruth Liew
This story was found at: http://www.financialstandard.com.au/news/view/23622
Printed: Tuesday, 6 January 2009 3:04pm