Staffware and Tower Technology today announced eService, a unified solution that combines all elements of Customer Self-Service and eProcess. Utilising breakthrough technology, eService will provide a totally integrated eBusiness solution for improving customer service and increasing internal operational efficiencies.
eService is an innovative Web-based solution that transforms the way organisations and their customers communicate and interact. eService enables Customer Self- Service via the Internet and allows customers to complete application/service request forms on-line, initiate queries, request new services, view outstanding and historical invoices and statements and check the status of pending cases. eService is built on a distributed object architecture for thin clients that utilises state-of-the-art MS COM Objects and Active Server Pages. eService utilises Staffware eProcess and Tower e-pipes^O infrastructure software and allows Web users to initiate a transaction, such as an insurance claim, and later check the status of the claim process, with the unique ability to view all the associated documents in the case folder.
By automating labour-intensive business processes, and establishing an easy-to-access Customer Self-Service infrastructure, service response times are reduced and on-line case status tracking becomes a reality. Also, by providing Web access to information, customers can, in effect, service themselves because the vast majority of inquiries can be resolved without having to contact a call centre. By reducing the number of service calls, call centre operators will have more time for proactive cross-selling activities. The result is vastly improved customer satisfaction which, in today`s competitive business environment, is a clear strategic advantage.
John O`Connell, CEO and Chairman, Staffware stated: "By deploying eService, companies are able to process more service requests without increasing headcount while still providing vastly improved customer service. Also, significant savings can be achieved by utilising today`s process automation technologies to increase internal operation efficiencies."
"This is the first time that a fully-integrated solution has been created to provide the unique combination of eProcess automation and self-service document access via the Web," said Damian Hyland, VP Europe for Tower Technology. "Companies today are witnessing a transformation in the traditional methods of communication, with more customers requesting services and access to information via the Internet. eService, a complete off-the-shelf solution, finally allows organisations to address this requirement."
One site that has successfully introduced the eService application is Kelda Water which has just won the water industry watchdogs annual review of customer management levels throughout the UK industry.
Paul Tasker at Kelda stated: "It is now official. The best customer service provider in the UK water industry is Kelda. This is the direct result of the work we have done in partnership with Staffware and Tower Technology, whose system is demonstrably an outstandingly powerful one, delivering a level of customer service which is exceptional in the utility and related sectors."
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Tower Technology
Tower Technology is the leading vendor of Transactional Content Processing solutions. Tower specializes in the development and deployment of infrastructure software for the capture, validation and processing of e-business transactions. Tower has extended its expertise in integrated document management and case management to enable its customers to deploy mission-critical B2B and B2C applications more efficiently via the Internet. The integration of back office processes and legacy data with Web applications allows businesses to increase revenue, reduce transaction times and decrease costs. Tower Technology supports customers around the world and has a proven track record of providing mission-critical solutions on time and on budget. Major offices are located in North America, Europe and Australia. For more information on Tower Technology, contact Tower Technology at 617-236-5500, e-mail: inquiry@towertech.com or visit the Web site at www.towertech.com.
Staffware Plc
Staffware is the founder of the process automation industry. Independent studies such as from Gartner and Strategy Partners confirm Staffware`s leadership position. Staffware is one of the top 50 software companies in Europe, and operates from 25 Offices in all the major business regions of the world. In addition, its extensive Partner Channel covers all countries where there is a demand for business process automation today.
Over many years, Staffware - with its worldwide Partner Channel - has helped major organizations transform their internal processes. Today, there are approximately a million licensed users of Staffware around the globe, linked to more than 4,500 servers. These are across all main industry sectors including Retail Banking; Wholesale Banking; Insurance; Telecommunications; Utilities; Government - both Federal/Central and State/Local; Transport; Professional Consulting Organizations and in General Commercial. Staffware automates a wide range of process driven, mission critical applications which typically require seamless integration with numerous complementary technologies.
Staffware is available on both Unix and NT servers, uniquely offering the capability to operate in a mixed Server environment supporting thin and/or thick clients. Multi databases are also supported. Staffware technology includes rapid design tools; an extensive range of Object oriented integration capabilities; a Developers Toolkit; comprehensive reporting and tracking functionality; a powerful rules process engine and deadlining features. Staffware scalability is renowned, allowing it to address the most intensive transactional based processes across an Enterprise.
Staffware, in conjunction with its Partners globally, provides a complete Services capability to ensure applications are designed and deployed according to best practise.
More recently Staffware has launched its eBusiness initiative - Staffware eProcess - whereby Staffware technology can automate business processes across the Internet in an eBusiness environment.
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