Customer Process Management is aimed at continuously improving customer contact processes and the internal processes which follow as a consequence. Its goal is to increase customer satisfaction, productivity and operating profits. By making available all relevant customer information, to customer contact employees or CSR, organizations can achieve these goals.
An increase in the First Time Right ratio also has a positive effect on employees. The things they have to do are much easier. When they have access to all necessary information, they don't need to ask the same type of questions each time to identify and to serve a client well. It also reduces the number of errors, so employees do not need to solve them and they can spend their time to the actual contact itself.
Customer Process Management software reduces the cost of software licenses. This contributes directly to the operating result. But we will talk about that some other time.