A customer lifecycle is tracked through several workflow stages through a blended approach of automation and manual activities. Every document received on client behalf goes through a rigorous collection and extraction workflows. At times, it may lead to redefining existing process to meet client demands by means of developing corrective actions in existing workflow
When a client raises service requests, they get reviewed by L1 to provide a resolution. An L2 request is raised for a detailed analysis and workflow fix. If the resolution is related to developing a feature or fixing an existing feature, these requests are routed for L3 intervention.
We provide support for client queries and escalations by managing L1 and L2 requests and building a knowledge base to educate the client and enable self-service kiosks.
