Process Flows For Questions Related To Bills

Published Date: 02 Nov 2017

Introduction

Created in 1981, Canada Post Corporation provide service to their customers addresses by delivering items which take place via the traditional way (door to door). Employees delivering emails to residential places are provided vehicles to facilitate the service in rural and suburban areas, and also truck delivery of parcels. In terms of area serviced, Canada post delivers to a larger area than the postal service of any of other nation. It serves the Canadians and almost all the foreign countries in the world. Canada Post function as a group of companies called The Canada Post Group; it employs about 71,000 part-time and full time employees to deliver a full range of delivery, logistics and fulfillment services to customers. The CPC manage a postal service to transmit messages, information’s, funds and goods and to offer other related services. It is also the country’s fourth largest employer when it comes to employment.

Besides of its letter service, CPC competes directly with other suppliers and has the same degree enjoyed by private sector enterprises to move in and out of markets and services. These competitive activities of CPC reflect the history of postal services in Canada and elsewhere. Their mission is to serve all their customers including Canadian residents, businesses and organization by providing secure delivery of messages, information and parcels throughout Canada and by providing quality value-added service that earns customers retention around Canada and the rest of the world. The CPC implemented a retail franchise model placing full service outlets within a local business such a supermarket, a pharmacy, etc. To provide a good customer access and longer opening hours, they move to franchising retail to take advantage of locations with high customer traffic, and to respond to high new suburban growth.

Like all organization or business, CPC also face complaint from customer issues about the products or services. Their customers keep on complaining all the time because they are not satisfied about the company service, CPC identified the core customer issues such as in the past customers experience with CPC were often complicated and frustrating. A customer could called several time about the same problem he/she is facing but receive different responses from the service centre call agents. Another issue is that their former systems were standalone and didn’t integrate customer and call information.

Why the process redesign so important for CPC’s success?

We can define process redesign as a change management approach aimed at achieving dramatic improvements in a business performance. The process redesign is the fundamental analyze and major redesign of business process to achieve impressive improvements in critical, contemporary measures of performance such as cost, quality, service, and speed.

With the evolution of the technology, customer preferences, tastes, lifestyle, behavior also change as the creation of innovation products every day. The process redesign so important for CPC’s success because every process redesigned will add value for the customer, the employees or the corporation itself by employing innovative technological solutions.

Customers experience with CPC in the past were often complicated and frustrating, a customer could call several times about the same issue and receive different responses from call customer care agents but after redesigning it customers can now take control, tracking their own parcels and placing online orders, as well opening their door 24/7 ability to satisfy their postal needs. The system has also improved the internal employee experience compared to the old system used. Now, when a customer calls, there is a biography of the cases and data’s related to the customer, and the system can suggest frequently asked questions from the corporation solution database. So CPC recognized the issues they faced and try to be prepared for the coming future because of customer expectations and the advance of technologies, by launching an enterprise-wide business and collaborating with some business partners such as SAP, Accenture, EDS to redesign all processes as CPC future depended on having customer processes and support systems in place.

Process flows for questions related to bills.

Voice response

When calling for question related to bills, first of all when you call you will be able to listen first the customer care voice mail by asking to make a choice by pressing the number one for online bill payments or number two for mobile bill payments. After choosing mobile bill payment, a customer care agent will respond your call and verifying the customer information then remind you the balanced owned. The following step is the agent will ask you if you prefer making the payment by credit card or by cash. When the customer choose the credit card option, the agent will need the customer visa Account number information including the name, card number, date of birth, the card expiry date and the cvc. The last process is where the transaction will be complete by receive by SMS your payment confirmation.

Process flow questions related to moving to another address.

Order taking

When moving to another address, customers should follow some of the process used in the chart flow. When the customer service agent pick the call and ask the purpose of the call which is moving to a new address, agent will ask the customer if it is just for one person or a group of person moving together. In our case we choose individual moving so the agent will tell the customer open their website and download the form in pdf format by filling the blank part which consist of filling the full name, old address, passport number, new address…..etc. After filling the form the need for changing your old address, they will propose to the customer to submit the application form to the nearest branch. From there, they will just edit it in their customer system database.

Process flows questions related to new/different subscription.

My SAP retail online

When subscribing, customer need to login to the internet website. Once in the website, you can browse categories such as magazine subscription and others to find the product that you desire. Then you can click on more info to know about the product before you continue shopping or decide to checkout. If you decide then to continue shopping, you will have to pay for the product that you want by credit card and you will receive a confirmation payment which means the payment you did was successful.

Process flow questions related to products or services.

Electronic Shipping tool

When buying products or services online, first you visit the website and browse the different products and service available to the website. Then you choose online payment to proceed to payment online by giving all the necessary information the credit card and verifying your shipping information’s. Once all that is finish the customer will receive an email saying that the transaction about the products and services you purchased were successful.

Process flows Complain handling.

Business warehouse report functionality

When customer complains, they complain will received by an agent and analyse the problems. After that they will find solution of complain and report it to complain handling team management then send it to the business warehouse report complain.

Question 3.

After analyzing all the CRM systems that are in place at CPC which are Voice response, E-shipping, Business warehouse reporting, My SAP retail online website, Case management and order taking. Voice response consist of the corporation voice mail recorded to guide the customer in choose the option before the call is transferred to the customer care agents. Electronic Shipping tool consist of enhancing and combining two existing online tools available to business customers in both desktop and web-based versions that allow them to place orders directly and create all shipping documents. Business Warehouse reporting which consists of analyzing the information from sales and customer cases enables proactive responses to customers’ needs and change processes to better serve the customers. My SAP Retail online consists of providing customers with online access products. Case management include the practices used in software such as package tracking, products and services price rate calculations, service standards and online business center.