Overview

Today, communicating with consumers can be a complex process with the supply chain creating many opportunities for interaction. Not only does the consumer now have many ways to contact their service provider at all points through the journey but increasingly, the supplier is adding in new checkpoints or intermediaries to serve and update the consumer.

Usually, a retailer or service organisation will interact with the consumer through a variety of touch points, irrespective of how the consumer has made their original contact. The consumer may go online to place their order, request a service or make an enquiry about their account. Or indeed Ann may call or email the contact centre, place the order in store or interact with field engineers via the phone.

This small element of the communication process reveals only part of the overall supply chain challenge. The service provider will then need to communicate about despatch status, delivery dates, returns, engineer appointments, service repairs or product updates. And consider the utility company wishing to install a new gas or electricity meter or the telecoms organisation managing a new TV or broadband installation. Not usually smooth processes as we see here. Service companies need to keep track of installation dates, appointments, the engineer’s progress and indeed, the whole installation journey.

numero interactive manages and collates all of these transactions automatically by allocating them to a customer and case record. The need to take appropriate action can be addressed proactively and the solution provides a timely, consistent and personalised response to the customer keeping them fully abreast of their order status. Whilst all this is going on the customer may check on progress and take their own action through their secure self service portal, or even may call or write in. In the numero world, the agent is fully abreast of their case!

A complex, multi faceted world involving many communications managed automatically.