Enhance Your Customer Service Capabilities
Do your employees have access to the information they need to quickly answer customers’ questions? Does your website have the information required to answer your customers’ most frequently asked questions?
Aeturnum has worked with a number of organizations to develop both employee- and customer-facing web portals that leverage intelligent search to make the right information available quickly and intuitively in an actionable manner. We help you leverage your existing web, knowledge management and collaboration technologies to quickly improve your customer responsiveness in your service organization center and on the web. Below are brief snapshots of how these solutions are helping companies increase response accuracy, reduce service call duration, deflect costly contact center calls, increase up-sell and cross-sell opportunities and increase customer satisfaction.
Bahrain Telecom (Batelco) - Enhanced Customer Experience via Web, Smartphones & WAP – This Mideast telco’s existing B2C portal needed to be transformed from a static online phone directory application into a feature-rich, highly intuitive and cutting edge experience to attract and retain customers. With an ever-expanding mobile customer base, Batelco wanted to be the leader in enabling mobile search and map-based location proximity of businesses for its B2C clients. In response, Aeturnum created an easy-to-use and maintain multi-channel application to meet the wide range of needs of Batelco’s customers. Users in Bahrain possess a variety of mobile phone types, ranging from a decade to a few months old. Using Microsoft ASP.Net and Aeturnum’s Search Solutions Framework, the implementation team was able to create a rich user experience regardless of device capabilities. Style sheets allow the application to look and behave differently based on the type of device (PC/Mac, Smartphone or WAP phone). The solution also provides an intuitive, map-based interface. Results are displayed on a map, with the user able to refine searches by interacting with the map (zooming, scrolling, or drawing a bow to filter results). View the live site here.
ERP Software Provider - Customer Support Portal – Aeturnum worked with this software company to provide a more efficient support portal for its customers. The new site provides support across the various product suites to allow customers to find bug fixes, initiate support requests (ticketing) and obtain documentation. It allows quick access to relevant information based on customer and partner queries and provides an easy-to-use, navigational interface that guides customers through a logical access path to resolve issues. The key benefits include enhanced customer experience and call center deflection.
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Financial Services Firm - Content Delivery/Enhanced Customer Experience – This financial services firm provides financial reporting information (balance sheets, income statements, etc.) for companies located in Brazil, Russia, India and China. Aeturnum is helping the firm leverage Microsoft FAST as its search solution to allow customers, typically investment managers, to quickly retrieve available information to assist with their investment decisions.
Professional Medical Association - Technical Process Improvements – This member organization leveraged Microsoft FAST to provide enhanced search functionality to its members to access research and published articles. Aeturnum created a deployment package to automate the installation of enhancements and a disaster recovery solution.
US Government Agency - Content Delivery – Aeturnum is part of a multi-organization team engaged in developing a solution that collates and normalizes healthcare research information from different sources. It also enriches the information by automatically tagging it based on semantic structure and provides an easy to use web interface for members of the public. This solution is aimed at providing members of the public with a single point of access for healthcare research information.
