Customer Service Departments

Focus on Providing Customer Care, Not on Pushing Paper

With our IntelliSite™ web-based service, customer service departments can reduce costs, increase worker productivity, and manage business risk. Customer contracts, customer correspondence, customer invoicing, customer fulfillment, and customer claims are among the many types of documentation and content that can be now managed in a secure and paperless way – allowing your customer care team to focus on what they do best instead of pushing paper. IntelliSite™ even enables organizations to keep secure records of oral communications with customers to maintain detailed customer records and provide increased levels of service.

A Complete System For Secure Management of Customer Information

	Streamlined information processing. Powerful electronic workflow tools enable your staff to easily route and process customer information electronically across the organization. Workers spend less time managing paper flow, management has real-time visibility into process flow metrics and service quality levels, and processing errors are minimized through structured and intelligent e-Forms.
	Anytime, anywhere document access. Authorized users have instant access to customer documents and information from anywhere in the world with only a browser connection. This immediate access to information including powerful search capabilities enables your customer care team to provide faster and higher quality service to customers.
	Effective records management. IntelliSite™ makes it easy for customer care teams to archive records and manage those archives with retention policies that automatically classify how, where, and for how long records are kept. Information is securely stored with rigorous data backup policies that ensure you never lose customer information.
	Audit trail of all document and file activity. Full details are recorded every time a document is viewed, altered, or routed in the system — providing customer care staff with important audit capabilities to meet corporate governance and government regulations.

Client Case Study: Equity Lifestyle Properties, Inc. (NYSE: MHC)

Equity Lifestyle Properties, Inc. (ELS) (www.mhchomes.com) is a publicly owned real estate investment trust (REIT). The firm engages in the ownership and operation of lifestyle oriented properties. ELS selected InSite’s enterprise content management solution to transform its manual, paper-based customer file management processes. With IntelliSite™, ELS now electronically manages all types of customer files from contracts to correspondence. As a complete on-demand managed solution, IntelliSite™ electronically captures customer documents, extracts key customer information, provides a full audit trail of all file activity, delivers real-time information management reporting, securely stores customer files, and provides authorized users with universal browser access to customer information.