The way your customers communicate with your organisation needs to be human friendly which is why you receive thousands of correspondence every day by post, paper, fax and email, each containing relevant and irrelevant information alike but all require your valuable resources to process them and do what needs to be done.
inSTREAM™ for Correspondence provides the ‘hub’ through which all your customer and general correspondence can be received and processed, accelerating the speed of handling and minimising the need for human intervention.
How it works
By post
You can receive and scan these at your premises (wherever they are) using our inSTREAM™ Client software. It’s easy to configure with a scanner and you can upload all correspondence directly into the inSTREAM™ Service Platform. Alternatively (or as well as..) this task can be outsourced to our Service Centre and we can process them for you. We can collect your correspondence from your premises or directly from your local Royal Mail sorting office. We can also arrange for a PO box to enable them to be delivered directly to the Service Centre. Whatever you choose, your correspondence will be handled within our highly clinical and automated environment. We’ll handle the receipt of post, opening, preparation and scanning of all correspondence (and materials) and upload them for processing into the inSTREAM™ Service Platform.
By Email, Fax
Correspondence received by email(& attachments), fax and electronic data streams can be processed directly into the inSTREAM™ Service Platform.
Regardless of whether correspondence were received on paper, email or fax they all become electronic transactions when they are handled by inSTREAM™. The first step in processing each correspondence is to recognise it and apply the business rules to process it. inSTREAM™ is smart enough to recognise content and to handle accordingly. If inSTREAM™ cannot guarantee the accurate handling of the transaction then it requests the assistance of an operator. This is called Resolution handling and it can be carried out by your own staff, our Service centre staff or a 3rd party organisation using inSTREAM™ Client software.
Decision Making
If important correspondence need attention they can be routed to decision makers by their preferred media such as email, mobile, web or even within your current ERP system. Regardless of their location and whatever their preference, they have the ability to take appropriate action quickly. The entire process follows your business rules.
Response handling
A customer correspondence may trigger other actions that involve a response by post, email, fax or mobile message. inSTREAM™ follows your business rules to carry out these actions and keeps a compliant audit trail of all the actions taken.
Data Delivery
inSTREAM™ can feed Guaranteed Perfect Input to your line of business systems. This may be one or many systems such as CRM, ERP or customer response system. More importantly, inSTREAM™ ensure that correspondence are handle swiftly and those that require a priority are not lost in the process.
Digital Records Storage
Every correspondence, along with a complete audit trail can be automatically stored as part of the process within inSTREAM™. These documents and data can be accessed from with your ERP system or by authorised users via their web browser. They are available for as long as your business rules define and can be retrieved by word or phrase just as easily as if were search ‘Google’.
Visibility
Your business rules are adhered to and every aspect of your process is managed and monitored by inSTREAM™ which provides real-time views and performance against service level agreements. Regardless of whether you monitor progress in real-time, inSTREAM™ maintains a detailed, and auditable record of every steps, ensuring compliance and data integrity.