Customer Manager

Customer service is a key aspect to any institution ’s business strategy, regardless of industry or line of business.  And to provide superior customer service, institutions need comprehensive, up-to-date information on those customers.

Customer Manager integrates customer information from all parts of an enterprise – from product-line legacy systems to information entered through web self-service portals – and presents it in a single interface.

Customer Manager can be deployed at all points of customer interaction including call centers, branches, advisor offices, and the main office.  All information received in any of these locations is aggregated and integrated, providing a complete 360-degree view of the customer. 

Customer Manager tracks and manages customer-related tasks. Each customer-related activity– whether a call to a call center, a visit to your website, or a visit to a branch – is chronicled within Customer Manager.  Follow-up tasks and documentation are generated and routed to the appropriate service representative, based on authorities, skill level, and work queues.

Customer Manager stores and tracks in-depth customer information, including relationship between parties and cases, previous claims history, contact preferences, and occupational information. The component enables you to have a detailed record of customers through time by maintaining histories on customers, which can be called up at any point by customer service representatives. Additionally, Customer Manager allows you to assign unique identifiers to customers, such as relationships to other parties or membership in an affinity group.

Customer Manager’s functionality extends beyond traditional sales and service processes and provides the foundation for provider management. Customer Manager can be configured to enforce service level agreements, track licensing information, and manage networks of providers.

Customer Manager ensures all information security using the latest security techniques and encryption. 

Customer Manager integrates with other FINEOS components to serve as the central repository for all customer information, routing this information into cases, documents, and processes. Together, FINEOS components provide an integrated platform for straight-through processing.