Service Monitoring and Quality Control
This process ensures the supervision of service quality provided to customers.
Service Quality Monitoring
The business process modeling with Wattyo BPE enables real-time monitoring of the entire process and service quality, collecting key metrics such as:
- Response times at each step
- User satisfaction levels
- Operational efficiency
By leveraging Salesforce’s reporting and dashboard capabilities, companies can generate customized reports that drive continuous service improvement.
Preconfigured Reports and Dashboards
Wattyo for Utilities provides an out-of-the-box set of Reports and Dashboards for tracking and controlling the most common customer service processes, including:
- Response time control for complaints and requests
- Operational efficiency analysis
- Service quality trends
These tools help businesses ensure consistent service excellence while optimizing response times and customer interactions
The image displays a status control report for processes orchestrated with Wattyo BPE, serving as an example of the preconfigured reports included in the product.
This report provides real-time visibility into the progress of various customer service processes, ensuring efficient tracking and continuous improvement.
Support for Vulnerable Customers
With the support of Wattyo BPE, procedural models are provided for managing authorization/verification requests for customers in vulnerable situations.
It enables priority handling of these cases and integrates with the contracting process to model the Product Catalog and Billing Rules according to the status of vulnerable customers.
