Customer Management
Success depends on winning customers, retaining them and maximizing their spend, and on balancing the cost of serving them with their value to your business. Vertex transforms our clients' customer management activities across the contact center and back office, delivering business value to them and excellent service to their customers.
We have the intellect, physical resources, people and technology to devise, build and implement solutions that embrace the whole customer lifecycle, creating a customer experience that's finely attuned to our clients' brands.
Major organizations across industry, utilities and government measure our contribution in hard commercial currency; improved customer experience, reduced cost to serve and enhanced revenues.
Statement Processing
Your statement should be more than just a bill - it should provide opportunities to cross-sell, send promotions and enjoy savings by having to print fewer inserts. After all, it's your primary method of communication with your customers. With our enhanced statement processing you can personalize messages on every bill, reaching more customers, more effectively.
Customer Contact Services
Free your mind from worries, knowing that your customers are well cared for. We recognize that customers vary in the ways they choose to interact with your company. So we provide as many choices as possible - from live Customer Service Representatives (CSRs), to online help and interactive voice response. Vertex offers exceptional customer care. 24 hours a day. 7 days a week. Our CSRs have the experience and knowledge needed to handle all types of billing, account and service inquiries.
Proactive Customer Communications
Proactive customer care allows you to simultaneously lower costs and improve customer satisfaction via a more practical communications approach. Vertex's hosted notification solution increases contact rates and frees CSRs to focus on your most valuable and profitable customers. It reduces the volume of inbound calls and trims hold time and call abandonment rates. Enhance customer relationships with personalized messages targeted to their account status and profile, delivered via phone, e-mail or page.
Quality Assurance
Deliver the highest quality care to your customers. We'll partner with you to develop a customer service program that mirrors your policies, procedures and business philosophy through dedicated CSRs who embrace your company's mission. Online reporting includes a full suite of customer care, billing, quality, collections, operational and contractual performance metrics and tools. Once associates are trained and on the job, we provide state-of-the-art tools to help them provide the quality care you expect.