Following an in-depth period of development and testing, Kable Fulfillment ServicesSM, a division of Kable News Company, Inc., is pleased to announce the implementation of Customer Service Notes and Transaction History applications in the Fulfillment System. These applications contain transactions which are tied to individual subscriber records and are accessible via K-NetSM, Kable's network of direct-connected and remote PC/terminals for system access.
The Customer Service Notes application allows KableSM employees to record Customer Service requests and document recurring problems such as missing or damaged issues. The notes can be entered in the form of a simple one-line code driven entry, or when more detailed documentation is needed, the Customer Service Representative can use the expanded Customer Service Notes Screen to enter multiple lines of free-form text. In addition, the Customer Service Representatives will also be able to access and review previously entered notes. According to Mike Blaine, Director of Customer Service, the implementation of Customer Service Notes will allow his staff to be more informed of historical issues as they relate to individual subscribers. Blaine indicated that "understanding previous problems and being able to proactively address them if they occur again is paramount to providing the level of customer service our clients and customers expect from us."
The Transaction History application gives authorized users the ability to go back into history and view the changes made to a subscriber's account. The user can select a previously applied transaction and see not only what information has changed but what the record's values were before and after the change. For example, if a subscriber calls to verify an address change, the CSR will be able to provide the caller with the old address, the new address, as well as the date the change was made. Transaction History also provides a valuable quality assurance function, since it can identify the person who entered a particular transaction.
KableSM, Kable Fulfillment ServicesSM, and K-NetSM are registered servicemarks of Kable News Company, Inc. All rights reserved.
