KPN Internet
KPN Internet searched a Document Handling System for processing the document flow in the front office and back office. With the use of a document handling system KPN Internet wanted to optimize their document handling processes and the management of this process and increase the overall efficiency.
In addition, there was a need to streamline the message flows around failures, problems, incidents and complaints. KPN Internet also had the need for a consistent handling process that included information on the status of the handling.
At the end KPN Internet asked Kodision to supply an integrated system that supports document handling and complaint and incident management, also called ticketing. With the products iMPROVE® and Kode®, Kodision realized the following solutions for KPN Internet:
- Scanning and indexing of incoming mail in the Document Handling System (iMPROVE®);
- Registration within iMPROVE®, that supports the whole handling process;
- iMPROVE® is fully integrated with the phone application, the mail and scan application and customer administration;
- Human Workflow: the "intake" automatically determines the routing and further processing within the organization;
- More than thousand employees of KPN Internet and affiliated companies work with iMPROVE®;
- iMPROVE® offers signaling functions and provides alert notifications;
- For the electronic reporting of failures, problems, complaints and incidents, Kodision developed a ticket system based on Kode® and iMPROVE®.
Related products
iMPROVE®
Complaint handling system that supports organizations to optimize the complete customer complaint handling process.