The Road Accident Fund (RAF) has implemented Captaris` CallXpress solution, enabling the organisation to significantly improve its interface with the public and legal representatives on claims queries.
John Ellis, corporate account manager at Siemens South Africa, an AmVia business partner, says the RAF initially contacted Siemens for a voice messaging solution that could efficiently receive and direct its huge number of incoming calls. AmVia is the sole distributor of Captaris solutions in SA.
Ellis continues: "The RAF is a long-standing client of Siemens, having previously implemented its Hicom 300 series Public Automatic Branch Exchange (PABX) at all its branches. One RAF branch had implemented a voice messaging solution earlier, but found that it held up calls rather than allowing them to flow freely. With its extremely busy phone lines, the RAF required a solution that would reduce the number of unanswered calls routed back to the switchboard without losing the human interface with the public."
Siemens proposed CallXpress and the RAF decided to implement its voicemail and auto-attendant functionality at all five of its branches countrywide as well as its head office.
The 12-port solution allows calls to overflow to an auto-attendant when a certain call threshold is reached on the switchboard. Furthermore, the voicemail function ensures that RAF back-office users receive their messages and have the ability to answer the public`s queries promptly. The solution further provides the RAF with statistics and accurate reports on the number of calls received and attended to.
Steven Chauke, RAF`s project manager, states that with CallXpress the fund now has an efficient, long-term solution. "It addresses the earlier numerous complaints from the public of not being able to reach the organisation via phone. With the CallXpress solution, a client or legal representative phoning the RAF has a number of options, exercised simply via pressing different digits on his phone. One could speak to the operator, be connected to the RAF`s recorded-service fraud line, reach the contact centre for client queries on road accident claims, or leave a voice message for a specific RAF employee," he says.
Chauke says CallXpress has made the RAF much more accessible to the public and attorneys handling third-party vehicle accident claims, vastly improving its competency as an organisation and its service levels.
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