Customer service representatives (CSRs) can settle more queries on the first call, deliver a more proactive service and cross-sell more effectively, by accessing a virtual customer folder online, containing all documents sent or received from customers, such as bills, letters and orders.

Even documents which are not archived in general today, like sales and marketing letters, can be stored inexpensively making this solution one single comprehensive source for customer-related documents.

• Significant time and cost savings in copy bill production
  
  
• Fast, fingertip access to all key business documents, so questions can be answered faster, and on the first call
  
  
• Analysis and information mining facilities creates opportunities to cross-sell effectively to customers with personalised offers, thus supporting loyalty initiatives
  
  
• Analysis facilities also enable the handling of even complex enquiries without referral
  
  
• Improved communication with the customer with the ability to refer to real documents, familiar to the customer - this personalised service reduces customer churn and improves customer loyalty
  
  
• Increased productivity: the reuse of content and data reduces the time required to prepare correspondence
  
  
• Simultaneously increased customer satisfaction, boosted productivity and reduced operating costs
  
  
• Opportunities to cross-sell effectively to customers