Unleashing the power of the Internet

The Internet has provided many organisations with both an opportunity and a headache at the same time.

Although customer queries and applications can be channelled into the call centre without increasing inbound call volume, often the web interface was developed so quickly that true integration had to be dropped from scope, just in order to deliver at the same pace as competitors.

More commonly, a new product is launched and, in order to gain market share, the enabling element is pushed onto the web very quickly with no back-end support, which would be too costly, slow or permanent for what might be a temporary campaign.

For many call centres, this gap is filled by teams of staff who provide the back-end system integration for the web presence, taking files, spreadsheets or print-outs each day and manually keying the proposal or query as they would for an inbound call.

The Blue Prism Solution

Blue Prism Internet Solutions provide the system upload element of a web front-end as quickly as the web element.

Files downloaded from the internet presence are fed into a Blue Prism workflow, which then applies business rules, complex decisions and instant feedback via email while at the same time uploading the proposal into the system and queuing the work for review if required.

No changes to any existing systems are required.

The Blue Prism solution allows existing IT assets to be re-configured and re-purposed to meet the new demands of the required proposal, enabling a complete and agile response to marketing requirements and providing a joined up campaign from web to host.

Additional benefits that all leverage the flexibility of the solution include:

• Reporting
• Dynamic rule changes
• Ease of maintenance

These can be geared up to deal with over subscription or a failed campaign – much better than having a small team failing to capitalise on a successful campaign because of resource shortages, or worse still, a large team being under-subscribed.

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