Mobile Capture ? Taking new strides in customer service

We live in a world of ?instant noodles?, ?home delivery? and ?short attention spans?. Customers have developed an insatiable need for products and services that provide ?instant? gratification. It is not surprising then that companies around the world are tailoring their offerings to cater to this evolving trend.

One of the most important touch points between a company and its customers is Customer Service. It plays a major role in defining customer experience. Therefore, it cannot remain immune to these changes, especially since customer service in most verticals is highly document intensive and process cycle times take multiple days.

The primary challenge faced by customer service/field executives in delivering effective customer service is getting paper documents from the point of initiation to the actual processing center. This is true for verticals like Banking, Telecom, Healthcare and Logistics. Typically the information is captured on a physical application form, submitted to a branch from where it gets couriered to the processing center and then finally gets processed. Improper filling, missing supporting documents, loss in transition add on to the turn-around-time for the process. Capturing information at the Point of Customer Contact and initiating its processing in real time is a challenge both in terms of time and cost.

There is a dire need for a tool or technology that can bridge this gap between service delivery timelines and customer expectations. One avenue that gives some reason to cheer about is the tremendous strides that mobile technology has made over the years. For the customer service industry, this opens up several opportunities, some of which if absorbed into its processes, can yield very encouraging results.

One such innovation is ZapIn ? a Mobile Capture solution and one the latest product offerings from Newgen Software. It comes in the form of an enterprise app that is pre-loaded on a smart phone or tablet. It is a revolutionary technology that allows the business executive to capture physical application forms and supporting documents along with the key metadata. The advanced imaging capability of the solution allows the field executive to capture documents remotely and instantly initiate its processing at the back-office. The captured documents are compressed making it feasible for them to be transferred over a GPRS/EDGE/3G data connection. Given the potential this technology holds, it is bound to become pervasive in verticals where quick retrieval and transfer of data and images are business critical components of customer service.

Mobile capture is a way to boost the energy level and excitement around a technology that has clear business value. For users such as banking/insurance/logistics executives and other on-the-move professionals, it will allow them to do their jobs better and more efficiently. The technology will give a major boost to the green initiative by reducing the demand on replication of paper. The growing stature of Cloud services and more technical advancements in imaging/scanning tools in mobile devices will further propel the growth of this technology.?

The future of the mobile capture market, even from the most conservative of perspectives, is going to be huge. It may not skyrocket to instant fame but slowly and steadily it will fulfill its vast potential. The growing affordability of smart phones and tablets will act as a catalyst for the adoption of this technology solution. Above all, it will depend on organizations that are smart enough to embrace and implement this technology and derive measurable business benefits.

Name: Imroz Adeeb

Bio: Imroz is Associate Manager - Corporate Communications at Newgen Software.

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