With the K2-based solution in place, the entire business runs smoothly. Everything — from start to finish — is automated and streamlined.
Now, when a call comes in, operators enter information into electronic forms and are guided through a consistent, robust process that eliminates errors and ensures all requests, approvals and information are routed correctly and in a timely manner.
When calls for time-critical roadside assistance or vehicle repair come in to FMG’s massive call center, customer service representatives enter information into custom electronic forms, then the K2 workflow engine takes over. It routes workflows, performs calculations and automatically sends notifications or requests. K2 automates FMG’s fleet-services processes and streamlines the delivery of top-notch customer service.
FMG’s new system, built on the K2 intelligent process automation platform, saves time and eliminates confusion. Most importantly, it ensures that time-critical processes stay on track. Information is accurate and consistently passed to the right people at the right time; errors are prevented; information never gets lost and customers receive service that meets or beats their expectations every time.
“As information comes in, K2 drives the entire process: it qualifies the case, sets up tasks, chooses which supplier we’ll use, makes necessary contacts and sends out requests and notifications,” Cocker said. “We’ve essentially used K2 to automate and standardize decision-making, so a very high level of customer service is delivered every single time.”
“Our business, end to end, is run on K2, and our number of issues when it comes to these processes is practically zero,” Cocker said. “K2 is the driver behind our operations. We use it to manage everything that happens from the time a call comes in: dealing with the logistics, directing the process, communicating with vendors, scheduling service or other actions.”
“We are incredibly proud of the services we provide to our customers and we do it well because of the K2 solution we have in place.”