PRODATA supports Payback in handling customer requests
PRODATA Datenbanken und Informationssysteme GmbH from Karlsruhe has developed an Internet-based system for processing incoming mail in the customer service center for the Payback bonus program. This means that the processing of customer inquiries can now be handled even faster and tracked better.
A large number of letters, receipts and applications are sent by members to Payback’s Customer Service Center each year. Parts of this mail, such as individual letters or faxes, could not be caught by automatic processing until now. In order to be able to offer an accelerated service here as well, Payback decided to cooperate with PRODATA. Documents and files are prepared on a daily basis for further processing in Payback’s Customer Service Center.
Martin Streinz, responsible for customer service at Payback: “When we decided on PRODATA, their experience in designing and programming Internet-based software solutions was particularly important to us.”
With the help of the software solution, documents such as letters and faxes are first digitized on high-performance scanners and categorized at the same time. The application, which was developed especially for Payback, is then used to enable the employees in the Customer Service Center to process the documents directly on the screen. In the secure web frontend, user management is facilitated by assigning different categories, among other things.
Payback also uses the solution beyond direct customer contact. This enables reporting and monitoring that facilitates efficient management of the customer service center. In addition, the original documents are stored in an audit-proof, electronic archiving system in which digital notes can also be made. In this way, Payback employees are always able to find out about the current status and respond to customer queries.