Tiscali Enhances CRM Applications with Automatic Document Processing

Tiscali, the European Internet Communication Company, has announced that it has accelerated capture and processing of its customer documentation with ITESOFT's automatic document management and data capture software, ITESOFT.FreeMind.

Providing broadband and narrowband access to over 8 million consumer and business users, Tiscali required a reliable software solution that could capture and process the rapidly growing amounts of customer paper work triggered by the quick uptake of broadband services by its customers.

All incoming correspondence will be automatically read, checked and verified by ITESOFT.FreeMind and seamlessly integrated into Tiscali's existing JDContact CRM application, enabling improved customer service, as information is collated and made instantly accessible across the business to ensure quick and effective responses to customer demands and requirements on the day that the documents are received.

The solution deploys a KODAK 2500 scanner that scans all incoming letters in order to index and compare them with the CRM JDContact database which is linked to Tiscal's customer file and recorded into the data base. During the indexing process, the document is characterised by subject and automatically fed to the appropriate department for faster and more accurate processing.

Marketing director, Tom Fox of ITESOFT UK said: 'Businesses looking to optimise their CRM applications should deploy automatic document processing and data capture solutions to gain competitive advantage and increase customer loyalty.

"Providing a personalised service and better knowledge of the customers are among the top three objectives for businesses with CRM applications. In the current economic climate where competition for customers is keener than ever it is essential to improve customer loyalty through an enhanced understanding of customer requirements."

ITESOFT's SAP Certified software enables businesses to evolve towards real-time management control, reduce processing times and costs, while at the same time significantly improving data accuracy, achieve measurable ROI and improve customer service.