Improving customer service in Africa through IT solutions

Samsung Electronics ZiggymasterCurrent economic conditions are putting a strain on companies both locally and abroad. Not only are decision-makers forced to come up with more innovative ways of doing business, but they also need to do so while keeping costs to a minimum, Samsung Electronics has stated

Digitising documents can transform complicated paper-based or long lead-time processes to reduce time to market for products and improve customer service, the consumer electronics giant said.

According to Samsung, digital documentation can lead to increased productivity, faster and more professional production of product information, the ability to present multi-product applications, and to streamline underwriting and claims processing.

“One only needs to look at document management to see the potential benefit in selecting correct IT products and solutions,” stated Manoj Bhoola, business leader for B2B at Samsung Electronics South Africa.

“We have all heard of the paperless office but the reality is that just taking a look at your desk will disprove this theory. Everybody from insurance companies and medical aids to banks and investors are relying heavily on paper for portfolios, claims, and other important documentation.”

To improve the customer experience, agents and other customer service staff should be able to gain instant access to all documents necessary for their work.

“Because companies in the financial and insurance sector companies insurance companies deal with large amounts of paperwork, reducing costs associated with the production and maintenance of documentation is imperative. The right equipment and solid and manageable system architecture would reduce total cost of ownership, and low initial capital costs and low maintenance costs lead to increased savings,” added Bhoola.

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