The Challenge
High-quality and fast customer service is crucial to the success of a customer relationship. Until now, the processing of customer inquiries without a standardized system in the specialist teams of the departments led to delays and a lack of transparency. The aim of the project was to improve customer service by introducing a central ticket system.
Our solution
The central UnITS system for all customer-related inquiries was introduced with the help of the Oracle APEX low-code platform. By integrating the BPMN 2.0 extension "Flows for APEX", the processes for handling inquiries were standardized and visualized. The close cooperation of all teams involved made it possible to continuously optimize the system during the pilot phase.
The result
The introduction of UnITS significantly optimized the request handling process. The system ensures efficient management and high-quality processing of inquiries in real time. Through process modeling, processing has been structured and made transparent. Customers now enjoy faster response times and improved quality in the processing of their inquiries. UnITS contributes directly to increasing customer satisfaction and improving customer service. By using the low-code platform APEX, individual customer needs are met while additional license costs are avoided.
TL;DR: The most important points in a nutshell
Customer benefits
- Avoidance of unnecessary license costs
- Improved customer service
- Higher customer satisfaction
- Time savings when processing customer inquiries
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