regiocom opts for COSA

Released by: Dominik Eger

Email: deger@cosa.de

Keywords: BPM, Business Process Management, Workflow, Document Management

Update Date: 8/31/2005 4:56:55 AM

Hits: 1079

Descrption:
Pulheim, 14 April 2005. The Barleben-based regiocom GmbH, a competent provider of outsourcing services for the power industry, will use COSA in its customer care service center. In the company's service center, 200 employees are working on all customer-related services. The focus lies on customer care, consumption billing and accounts receivable management. Starting from summer 2005, the call center solution based on the accounting system SAP-IS-U/-CRM will be extended by complex COSA BPM processes.

The regiocom service center is responsible for some 1.9 million customers and acts on behalf of regional power suppliers and municipal utility departments. A 24-hour service on 365 days a year and 6,000 calls per day requires a rapid, competent and case closure-focused processing of customer requests.

In future, the Workflow solution based on COSA will lead the service center employees through the different processes. Each business process includes a checklist that is processed step by step. This procedure guarantees an efficient and quality-ensured processing of customer requests. Furthermore, the employees are able to use all required information and data of the accounting system SAP-IS-U in COSA BPM. As a result, the service center employees can fully concentrate on the actual customer requests. The system automatically records and archives the conversation with the customer as well as further actions, like correspondence or invoice modifications.

In addition, the new Workflow solution enhances the requirements of the DIN EN ISO 9001:2000 certification achieved in 2001.