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La hyper-automation or Hyperautomation It's here to stay: companies that focus on methodically automating as many business processes as possible are the ones that will succeed in the near future.
The benefits of taking automation to different points in the customer lifecycle are direct: it generates profitability in the operation and improves the customer experience. But it is still common that when talking about “automation” in companies, it is difficult to bring the concept to the concrete level, with real results.
That's why today we want to present 8 specific automation applications for the customer lifecycle that we at inConcert have recently implemented for our clients, optimizing their operating costs and improving the customer and employee experience at the same time.
8 Business Processes to Automate in 2022
1) Course registrations
Las universities, schools or educational centers can harness the power of automation in their enrollment and student retention campaigns. Our customers in the sector have achieved extend your enrollment by more than 25% and keep students enrolled in courses with automated processes at various levels, which would be too costly to carry out systematically with people.
Some examples of this are: automated email flows with news regarding the closing dates of scholarships and enrollment; registration processes with automatic notifications by WhatsApp; chatbot for onboarding courses for new students and self-managed administrative portals.
2) Transportation reservations
The passenger transport sector has a significant influx of telephone calls to check schedules, make reservations and make ticket changes. These are potentially automatable by means of a IVR or asynchronous channels like the chat. Thus, we achieved streamline the experience without burdening agents, especially during times of high demand such as holidays or holidays.
The automation strategy for passenger transport can also facilitate logistics at terminals, with Reminder SMS or emails with the boarding time and departure or any type of relevant information such as delays or canceled trips.
3) Appointment Management
Coordinating a medical appointment, from any service, or at a public body is a task that we all want to solve in the shortest possible time and without complications. In turn, it's a business process where agents add little value. Implement an efficient self-management system helps users achieve their goal faster, at any time of the day, and at the same time decompresses agents' time so they can focus on closing sales or retaining customers.
Other good practices are: incorporate a chatbot to resolve possible doubts and make changes or cancellations; send automated reminders with your appointment details, which drastically reduce no-shows, or propose dates for follow-up after the first appointment has ended.
4) Claim Entry
Contrary to what is commonly believed, it is possible manage claims in an automated manner without the need for an operator to handle them, even in moments of the user's greatest frustration. We achieve this with a system that provides the necessary trust and guarantees that, in fact, the case will be addressed and resolved.
An excellent solution for these cases is an IVR where the user enters their customer ID, selects the type of complaint and optionally leaves a voice message detailing the incident. At the end, your automatically generated tracking number is voiced. This number can also be sent via SMS to the customer. El IVR should contain an option to check the status of claims, where the customer, with their account and claim number, can know the status or even listen to a personalized message with the updated information of their case.
5) Results of medical tests
The results of medical tests can be automatically notified by email or SMS to the destination provided by the patients.
This type of solution, which became widely available during the pandemic, expedited the delivery of PCR test results and antigens without the need to return to the health center, which helped to reduce the burden of care in these centers.
6) Pre-collection
Pre-collection is increasingly used in the field of Recoveries like debt prevention strategy, since it helps to generate a payment habit in the customer.
One way to perform automated pre-collection is to notify installment due dates via text, WhatsApp or voice messages. This tactic reduces debts caused by forgotten customers. The campaigns of Press-One they are also very effective: consist of combining a voice message with the option of typing 1 to communicate with the contact center.
7) Invoice consultation
The ability for a customer to access a bot or an online portal to self-manage inquiries about the amount of invoices, due dates or delays significantly reduce the number of calls that an operator processes.
In turn, SMS or voice messages alerting early of an unpaid bill help to collect debts. To make the payment experience even easier, it is recommended to send a link with access to the online payment platform.
8) Satisfaction surveys
Los quality control processes they can also benefit from automation. The most common case is satisfaction surveys, especially those performed hot, that is, immediately after providing a service to capture the user's perception in real time.
If the service is telephone, once the interaction is over, the customer can be referred to a brief IVR where they are asked questions that measure the quality of service.
It is also possible to perform eSatisfaction surveys planned as part of regular audits, general or addressed to a group of contacts. These can be done through outbound IVRs, thus obtaining valuable data from each user to map out future loyalty strategies.
Do any of these processes exist in your business? Have you automated them yet? If so, how have they done it? Tell us below in the comments.
Or learn more about inConcert solutions and how we can help you transform different processes in your customer's lifecycle with automation technologies.
