Documentolog Company Launches Project to Transform Customer Interaction Business Processes

The goal of the transformation project is to ensure an even higher level of service quality and customer orientation.

As part of the project, we have introduced a new management position - CLIENT ADVOCATE/Head of Service Quality Development, whose responsibilities include not only managing the Customer Support Service but also representing customer interests within the company.

This means that for any issues that, due to certain circumstances, could not be resolved through standard business processes, any customer can turn to the Advocate. After the Advocate resolves the customer's issue, we will investigate and analyze the reasons and circumstances that led to difficulties in resolving the issue to avoid their recurrence in the future.

To lead this important and responsible work, we have invited Ayaz Zhakabaev, who has 15 years of experience in service quality management. Under his leadership, various successful projects to enhance customer service were implemented at JSC "TsESNA Bank" (later JSC "Jýsan Bank").

To implement the transformation, we plan to introduce new approaches to interacting with our customers in the near future, such as:

1️⃣ Approval of strict customer service regulations;

2️⃣ Integration of the Customer Personal Account (cabinet.documentolog.kz), through which all requests to the support service were submitted, into the Documentolog system interface. This way, we not only eliminate the need to work in two systems but also provide every EDM user with the opportunity to submit requests;

3️⃣ Introduction of the concepts of CSI - Customer Satisfaction Index and NPS - Net Promoter Score to assess service quality.

? CSI will be measured immediately after processing requests to analyze our customers' satisfaction: Was the issue resolved? Is the customer satisfied with the resolution?

? NPS will be used to assess customer loyalty: How likely is the customer to recommend our products to their acquaintances and friends?

4️⃣ Development and launch of a training course on the basics of working in the "Documentolog Associate" system. The course will include video lessons and testing. Upon successful completion of the course, each user will receive a certificate;

5️⃣ Creation of a single window for processing, executing, and analyzing all requests and inquiries from users, regardless of the source of the request - personal account, phone, social networks, etc.;

6️⃣ Implementation of a process for assessing service quality, which will receive special attention;

and much more.

We believe that our responsiveness is the high efficiency of our clients.

An effective business chooses Documentolog!