Web
Self-Service
Many companies have turned
to Web self-service to improve external relationships
and reduce operating costs. Web self-service allows
authorized users to access information and perform their
own tasks – shifting the processing burden from
already over-taxed call centers. Such tasks range from
updating an address, to placing an order, checking a
policy claim, verifying a balance or tracking a shipment.
MITEM’s
customers have deployed web self-service solutions that
have:
- Improved customer experiences by providing 24x7
service
- Increased efficiency, lowed costs and accelerated
revenue by improving transaction cycle times
- Increased customer satisfaction and retention
- Reduced operating costs for customer-service staff,
training and equipment
- Automated resolution of routine service issues,
freeing staff to focus on exception-handling
- Enabled a better understanding of customers’
needs through the analysis of their self-service interactions
Meeting User Expectations
In the Internet
gold rush, many organizations installed new web-based
applications that were isolated from their existing
business applications – like the billing or inventory
control systems. This lack of integration has lead to
many dissatisfied users because the information displayed
on many web page is either out-of-date or incomplete.
Today’s web-savvy user not only expects 24x7 access
to real-time information, but they are demanding a rich
user experience – web sites that are more intuitive,
have an efficient workflow and present a professional
image.
The
Legacy System Problem
A simple web-enablement of existing legacy systems (so-called
Web-to-Host conversion) does not work well because the
old systems have cryptic and outmoded workflow baked
into them. Such systems were originally designed to
be used by domain experts like order entry clerks, call
center representatives, and production managers who
all have specialized training and support. The technical
challenge is further compounded because these old applications
are not componentized, so you can’t securely expose
specific business functions for self-service.
The
MITEM approach
By using MitemView
to web-enable legacy systems our customers have found
they can enjoy the best of both worlds: the freedom
to create composite, web-based applications that re-use
existing business functions while maintaining bi-directional,
real-time integration with the legacy systems. Such
applications are cost-effective and compelling solutions,
and the technology has proven to be secure and stable.
MITEM is a trusted technology that has been deployed
by banks, governments, retailers and other high-volume,
mission-critical environments. MitemView can be used
to build stand-alone web applications, using HTML, Java
or Macromedia Flash
on the front-end. The MitemView server can also be integrated
with corporate web sites and other web-based applications
that run on platforms like a 3rd party web server, application
server or portal product.
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