SMC4 Social Media Case Management and Control

SMC4 provides comprehensive advanced case management and workflow that controls the capture and automated management of the social media communication, linking all social media communications with the right people and business processes, such as insurance claims, order receipts and processing, customer complaint management, proof of delivery and other processes.

What Is SMC4 Case Management

Overview

Advance Case Management and Workflow is a term used to describe the way an organization handles interactions with an individual customer. Activities needing case management or workflow are typically in the areas such as Application Processing, Customer Acquisition or Customer Service (Complaints Handling, Arrears and Claims Processing etc.) “Cases” have a life span lasting hours, days or weeks, rather than short activities which last minutes and are usually associated with a call center.

The right work to the right person with the right supporting content

SMC4 delivers:

• Improved efficiency

• Streamlined communication.

• Better operational decisions

• Quicker customer response.

• Business Growth.

• At a fixed price, in a fixed time.

SMC4 brings three core technologies together to provide a case management environment with links to all the relevant pieces of information required to complete an item of work. The three technologies are:

Document or Content Management

SMC4 can store millions of documents in the KC Online secure repository that can be viewed quickly by all users at the same time. The structured and unstructured documents required to complete a Social Media communication or case may be inbound (from the customer) or outbound (to the customer) and include:

• Scanned Post/Correspondence

• Emails.

• Web forms

• SMS text messages.

• Photos, video.

• Faxes.

• Records of telephone calls.

• Output from 3rd Party Systems - PDF, XML, HTML, CSV etc.

This SMC4 central repository approach means that complex data is not left within islands but instead forms part of a common knowledge base that is accessible to all with appropriate security levels. This is particularly powerful and beneficial to the customer when interactions reach across front and back office, internal departments, suppliers or regulatory bodies.

Electronic Case Folders

SMC4 provides a dynamic Case Management container with links to all the relevant pieces of information required to complete a social media communication or work request. SMC4 includes all records of interactions and contextual information such as case notes, audit logs, work completion codes, routing information, security and supporting customer data from other systems - such as from a CRM or billing system.

Business Process Management

SMC4 enables “work” to be managed through one or more processes, escalating and reallocating as required. Staff are presented with social media communications and or cases though a set of prioritized work queues. As they pick up an social media open case all the necessary information is available to them so that they can complete the stages. Checklists can be used to guide them through a number of steps. Processes are highly configurable and can be strictly defined, or made more flexible depending on a user's privileges. E.g. a supervisor may have the ability to override, or redirect Social Media communication work activities, whereas a customer service agent has to follow the path.

If you would like more information regarding Case Management just send us an email to sales@smcapture.com and a representative will contact you.