Conquest

What is ConQuest?
A single integrated contact management system, using state-of-the-art internet technology, which allows xoserve to manage and resolve customer queries more effectively and efficiently.

What were the overall objectives of introducing the ConQuest system?
To ensure that the number of queries raised is reduced and where that cannot be the case, to ensure that they are managed more effectively. The system aids xoserve to achieve Standards of Service.

What software is used?
Staffware 2000, which is a ‘workflow’ system. Conquest has vastly reduce paper usage, as all contacts are visible on the system thus improving data utilisation and clarification. Queries can be categorised and allocated automatically. The system is capable of alerting staff to points in the process where action is required.

What is the purpose of using workflow?
To assist in the effective management, monitoring of work and the tracking of Standards of Service.

We want to extend the use of the internet to queries. What are the benefits of the internet for customers?
ConQuest is available 6 days a week, 6 a.m. - 10 p.m. for contact (query) monitoring and logging. The system provides greater transparency, as customers are able to view contact progress with no additional software requirements.

How do customers input queries into ConQuest?
Primarily input is via the internet and EFT.

What is a contact?
All communication received into Conquest is referred to as a contact.

What contact categories are available?
Invoice Queries Operational queries Filter Failures

Does ConQuest accept and reject contacts?
There is automatic acceptance or rejection for all contacts received via the Internet. A unique identifier is allocated to each contact and notified to the customer.