End-to-End Processes: Intelligently Linking Input and Output
Many companies are already successfully using intelligent systems for input and output management. Using software solutions in this area increases efficiency, strengthening the long-term competitiveness of companies. However, it is often overlooked that these technologies are not yet being fully exploited. What is missing is an optimal link between these systems. In this blog article, you will learn how to establish this connection and better meet your customers' expectations.
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What customers value
Many customers expect their concerns to be addressed correctly and promptly, regardless of the communication channel they choose. They want quick responses, transparent processes, and consistent information, whether they contact you by email, letter, web form, or chat. While powerful input and output systems are important, they usually do not achieve a real “wow effect” with customers. This is because, from a company's perspective, many obstacles (which customers are usually unaware of) continue to complicate customer communication.
An end-to-end process involves, for example, the fully automated processing of customer inquiries, so that human intervention is only necessary in rare cases. The process encompasses all steps from the recording of the inquiry to its processing and final feedback to the customer.
What problems exist in customer communication?
Even with intelligent input and output management, many companies are far from achieving a continuous flow of information. Let's explore the reasons why:
- Unstructured information: Important content is often stored in PDF files, scans, or email attachments and must first be manually extracted and interpreted.
- Staff shortages: Bottlenecks in processing mean that inquiries are not answered promptly.
- Media disruptions: Information is sometimes transferred manually between different systems or channels, leading to delays, errors, and unnecessary extra work.
- Lack of connection to specialist departments: Without direct integration into the systems of the specialist departments, information is left behind or has to be passed on manually – which slows down processing.
But how exactly do these problems arise? Each department has its own requirements, data sources, and processes. This results in parallel, often non-standardized, communication channels and a high level of coordination between departments. Rather than end-to-end processing from input to output, the result is a fragmented system landscape:
Digital, yet still chaotic and fragmented: this is what processes look like in many companies.
True End-to-End Processes with NOVO CxP
To achieve a complete end-to-end process, input and output management must interact seamlessly with all relevant business systems. But how can this be achieved? The answer is an intelligent business process management solution like NOVO CxP from inovoo. The platform receives, classifies, and recognizes important information from incoming documents and data. The input channel does not matter. Whether the input is emails, letters, voice messages, or other formats; whether the texts are well-structured or the requests are chaotic, NOVO CxP automatically processes everything and forwards the information to the relevant target systems. The information reaches them in the exact structure needed:
Automation with NOVO CxP: intelligent, connected, transparent
What are examples of end-to-end processes?
End-to-end processes offer advantages in many areas. In customer service, for example, it is crucial that customers receive a response to their inquiries as quickly as possible. That is why all the data required for this is forwarded directly to the output management system. There, the response is generated and sent to the customer:
From initial inquiry to response: end-to-end customer service
End-to-End – What next?
Input, process, output — sounds as if the communication process is complete and the customer is satisfied. In practice, however, things are often different, as further queries from customers are the norm and not an exception in many companies. By merging input and output, you are well-prepared for this and the customer's request is quickly resolved in a smooth process.
Input and output processes must also be closely interlinked because information is repeatedly required by various specialist applications.
Solutions from inovoo create seamless interaction, enabling incoming inquiries and outgoing responses to be processed and initiated automatically. This creates a continuous cycle in which every interaction is part of a holistic communication process – efficient, transparent, and customer-oriented. This allows you to deliver impressive and consistent service experiences to your customers.
Conclusion
Today, merely satisfying customers is not enough — you must impress them. Isolated or poorly connected input and output systems won't help you achieve this. Because customer communication is unique and often requires multiple queries and responses, intelligent system integration is essential. Only then can companies maximize the potential of these software components and meet their customers' rising expectations.
