BPM Platform

Challenge: Enhancing Client Call Back and SMS Communication 

A company needed to improve team efficiency in handling client callbacks. Managers wanted to track how long it took employees to attempt callbacks and gain insight into what happened when contact wasn’t made. We proposed the AMODIT system to streamline the process and enhance team performance.

The Solution Before System Implementation

Previously, the company relied on a manual system where the secretary would write callback requests on sticky notes and place them on a designated board. Employees would check the board when they returned to the office. However, this approach had several drawbacks:

• Employees had to be physically present in the office to receive the message, making it difficult to stay informed while on business trips.
• The company lacked control over whether and when employees called back the clients.
• If an initial callback attempt failed, it was up to the employee to decide whether to try again.
• The process did not include sending SMS notifications to clients.

Scope and Benefits of Implementation

To overcome these challenges, the company implemented a new process using the AMODIT system. Now, when the secretary receives a call, they fill out a form with the message, callback number and the person assigned to make the call.

The task is immediately sent to the selected employee via email, enabling them to contact the client even before returning to the office. The system also collects crucial information such as the date the task was registered and the callback time. Managers now have the ability to conveniently check response times, broken down by individuals, months, and other criteria.

When the employee presses the “No Answer” button, an SMS is automatically sent to the client, informing them that a callback attempt was made and allowing them to return the call at a more convenient time.