Overview

Scale customer support with straight-through processing

Volatile demand can cause the volume and frequency of customer requests to fluctuate. Refunds, order substitutions, new payment terms or demographic data updates can overwhelm your customer support team and lead to missed SLAs.

IBM Cloud Pak® for Automation can help reduce manual work with straight-through processing to meet increased demand. An example of this is automating refund requests from customers.

Tour

1. Receive a refund request

Screen shot showing Returns and Orders user interface

1. Receive a refund request

Capture customer requests through an automation application. A no-code interface helps business users quickly create customer applications that integrate with downstream automations, with built-in IT governance.

2. Reach a decision

Screen shot showing the Decision Model tab of the Refund Processing user interface

2. Reach a decision

Rather than route all requests for manual approval, the decision to approve or decline a refund is automated based on the data received. Decisions requiring more detail or research are routed to customer support.

3. Validate others manually

Process flowchart showing steps from submission of refund request submission to refund processing

3. Validate others manually

Prioritize and sort actions best handled by employees based on predicted performance, availability and queue times for greater efficiency. All requests not approved or declined through the automation application must be manually validated

4. Identify spikes in requests

Screen shot showing Refund Dashboard for fictional company

4. Identify spikes in requests

Monitor customer service operations in real time with predefined or user-configured dashboards. Using the operational dashboard, your employees can watch for spikes in requests and respond proactively.