The case is compelling.
How else could you reduce customer service costs and increase customer satisfaction?
Ten year's ago online shopping was ground breaking; today it is the fastest growing retail channel, used by a wide spectrum of consumers. Now, other organisations are looking to improve customer service and reduce costs with web based services.
Challenges for government
- Meeting the online transactional government targets
- “Better Regulation” targets, simplifying reporting
- Reducing costs through efficiency savings
- Adopting new working practices in the business
- Joined up working with partner agencies
No two government organisations are identical
Government organisations are unique, so we build solutions on a flexible framework not a “standard product”. This approach combines the adaptability of bespoke development with low risks and costs, comparable with a product implementation.
Toplevel specialise in interactive online service for government. We can help you provide 24x7 service; for customers, suppliers and partner organisations reducing costs and improving customer service whilst your offices are unmanned.
Independent research shows enquiries cost £4 to handle by phone and £7.81 face-to-face, but just 17p online*.
*SOCITM study into government contact centres
- Easy 24×7 service joins up customers, advisors
& partners - Simple wizard driven reporting for customers
- Reduces ineligible applications & reports
- Quality information; enables better, faster service
- Intelligent sort and sift, aids rapid assessment
- Save staff time; system progress chases reports
- Self-service tracking reduces incoming enquiries
- Increase efficiency; generates deadline alerts & correspondence
- Bespoke framework; solution adapted to fit your
processes
Staff Workbench
- Track and monitor case status
- Search historical information
- Automated progress chasing
- Helps meet deadlines with “to-do” lists
- Can escalate urgent or overdue work
- Manages workflow, allocating tasks to next participant
- Produces & files correspondence
- Search, select, assign other participants
- Collaborative working with colleagues
- Management reporting
- Managers can reassign work to adjust for workload fluctuations
Security
- Initial registration of participants may be mediated by staff where there is a need to protect confidential data
- Highly secure login and password for all participants
- Supports multiple roles
- Secure roles based rules restrict access to confidential information
- Data Protection; participants access only permitted cases
& project information - Your business rules built-in
Participant Workbenches
Supports multiple participant roles e.g.:
Client User, Client Administrator, Agent / Intermediary, Customer of Client, Applicant, Partner agency, Supplier, Expert Advisor, Nominator, Authoriser, or Member
- Required participant roles are configured to suit your business when the solution is built
- Participants given secure self-service access via a web
portal - Self-service registration and password reminders
- Easy to use self-service access to case or project
- Self-service track & monitor case status and historical information
- Selective view, displays permitted subset of case information for each participant type
- Option for self-service access to account movements and balances
- Reduces amount of progress chasing with automatic alert messages
- Supports collaborative working
Technology & e-Forms Software
- Browser independent technology framework; accessible, inclusive, supports all internet users
- Easy to use, outstanding user acceptance
- High customer satisfaction, as it works on any browser
- Flexible solution tailored to suit you, quickly and cost effectively using our online service framework
- Optional integration with social networking such as Facebook / LinkedIn
- Integrates with any CRM environment
- Integrates to postcode / GIS systems
- Integrates with online payment services
- Integrates with email
- Supports remote staff, even without extranet or VPN
- Accessibility compliant, AA or AAA standard Fits into any website, including CMS based ones
- Adapts to your website branding & logo
- Easy-to-use Form Designer, allows your staff to change reports, returns and application forms without programming
- Generates PDF documents
- Configured to suit your business rules
- Data integration with back office systems