The empolis:Service Lifecycle Suite is your key to drastically reducing the efforts required in all phases of the service lifecycle and as a result a large percentage of the overall costs.  You increase the quality of response without having to refer to additional expensive experts, by providing less qualified personnel with the ideal tool for finding the problem.  

General advantage

• Consistent replies in all customer contact channels
• Increase in customer satisfaction,
• Improved reporting,
• Lower costs
• Cross and upselling opportunities.

Advantages in contact (call) centers, e-mail, post and fax

• Higher first-fix rates by the call center agents,
• Fewer escalations,
• Shorter job familiarisation period,
• Higher quality regardless of agent’s experience and training,
• Shorter processing time.

Advantages in web and voice self-service

• Higher customer first-fix rate,
• Fewer calls to the call center,
• Fewer escalations,
• Shorter processing time when situations escalate.

Advantages in the service partner (outsourcer)

• Verified (expert) knowledge and processes are established beforehand by the contractor,
• Better and more standardised control,
• Better and more standardised reporting.