Jordan-based Specialised Technical Services (STS) has launched a new customer service platform solution, CommandOne.
It is aimed at small to medium-sized enterprises (SMEs) and enables them to integrate and streamline daily business processes, monitor business activity and manage performance targets and indicators.
The solution acts as a centralised administrative hub between front office customers interaction and back office legacy processes.
This controls the interaction between the front office, back office and customer interaction channels providing a technical framework for the improvement of customer services.
Ramzi Zeine, chairman of STS, said: “optimising customer service and work processes is a central tenet of modern organisations’ IT strategies, boosting efficiency and productivity to leverage advantage in increasingly competitive markets.”
“CommandOne platform provides significant bottom-line returns in terms of cost saving, reduced response times, procedure standardisation and robust reporting,” he continued.
STS’s solution is scalable meaning it is able to adapt to changing business needs and the separation it provides between back and front office processes provides a platform which, the company claimed, laid the foundation for the future deployment of service automation and e-service delivery.
The solution isolates and provides automation of back end business processes and provides higher levels of productivity and efficiency through monitoring, quality of service management, prioritisation and reporting tools.
“CommandOne provides a unique operational and management perspective for service fulfillment,” Zeine said.
“It accommodates the change management process and preserves the human factor in service delivery, allowing entities to gain higher scores of customer interactivity while gradually factoring the change process.”
According to STS separating the front office customer interaction from the back-office through CommandOne will establish a more interactive and collaborative customer service model, which will provide a more unified and dynamic interactivity with customers and clients across all channels.
It also provides pull/push alerts and notifications, which prepares the organisation for service automation, process control and e-services delivery.