Customer process the whole of the processes is called, which can be assigned to a customer. The operational sequences, which the customer does not see, of the operational sequences, which the customer notices as working process of the offerer, are to differentiate (visibility line).

With a credit inquiry the for example following subprocesses can be differentiated:

• Enter the branch (visible)
• Establishment of contact at the switch (visible)
• Consulting discussion (visible)
• Examination of the credit-worthiness (not visible)
• Further inquiries at the department manager or other coworkers (not visible)
• Or refusal (visible)

Since the customer the processes in particular within the service range, not visible for it, not when worth-drawing feels, the appropriate times are to be optimized.

The analysis of the customer processes gives in addition substantial referring to in-plant interfaces and took part coworkers. According to the goal "“a partner for the customer"” the customer processes should be structured. Perhaps this requires a transmission of responsibility on individual coworkers.

Articles in category "Customer process"

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Related Websites

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• Card Customer Process Manager
  Pegasystems


• Pegasystems
  Pegasystems' Customer Process Manager solution framework helps CSRs resolve most service requests at the point of customer contact, minimizing the need for ...


• Pegasystems
  Pegasystems' Card Customer Process Manager solution framework helps CSRs ... Card Customer Process Manager provides issuers with a solution framework for ...