Industries

Every industry has its own set of customers and customer service challenges. During SOFTEL’s two decade tenure, we have developed deep expertise that has helped our customers to achieve the delicate balance of proactive, interactive, and self-service customer support. At SOFTEL, we offer custom and “packaged” solutions for the following industries:

Education

In today’s more complex education environment, there is significant time spent in handling information related to many areas of a student’s day in the classroom. Class registration, monitoring required content, due dates for projects, tests, and homework are just some of the areas where information is exchanged between parents, students and administration. Add the administrative pressure of getting information to students in a timely manner and there is a situation in need of innovation.

SOFTEL provides innovative solutions that benefit teachers, students, parents, and school administration alike. Our solutions provide secure, easy and efficient access to student and school information and increased mobility for students on campus – all with a level of security that is increasingly in demand.

Education solutions include:

  • Absence Reporting
  • Attendance
  • Auto-Attendant
  • Class Scheduling
  • Emergency Notification
  • Financial Aid Information
  • Grade and Test Results
  • Homework Hotline
  • Literature Request
  • Report Card Hotline
  • Student Loan Applications

Financial

SOFTEL has a rich history of implementing personalized customer service solutions for financial institutions. Banks, credit card companies, insurance companies, consumer finance corporations, stock brokerages and investment funds have all relied on SOFTEL to help provide their customers with consistent and superior customer service.

In the financial services realm it is imperative that service is personalized and secure. With tighter banking regulations and the increasing mobility of customers, the importance of easy and secure data access is higher than ever.

SOFTEL provides a myriad of applications to help craft the personalized service customers require, while increasing customer retention, lowering costs, and boosting revenue potential.

Financial applications include:

  • Account Holder Authorization
  • Account Inquiries
  • Automated Bill Payment
  • ATM/Branch Locator
  • Bankruptcy/Foreclosure Payoff Requests
  • Credit Card Processing/Authorizations
  • Employment Application
  • Escrow
  • Insurance Claims Status and Reporting
  • Loan Capture and Processing
  • Mortgage Information
  • Proactive Outbound Account Notifications
  • Stock Trades

Government

Federal, state and local governments together represent one of the largest employers worldwide. This presents their internal agencies with the challenge of providing superior customer support to citizens and internal employees alike. These federal agencies are also up against the dual priority challenges of streamlining and improving communications and transactions for both customers and employees. In addition, they often face issues of providing secure services in multiple languages. For years, government agencies have relied on SOFTEL to provide solutions for citizens as well as internal state and federal employees. These solutions epitomize the best combination of self-service and live agent-assisted customer service in the industry.

Whether it’s the Department of Homeland Security, the military, judicial system, Social Security Administration or the IRS, SOFTEL has solutions for improved self-service and live-assist for all branches of the government.

Government solution examples include:

  • Appointment Scheduling
  • Benefits Enrollment
  • Change of Address
  • Collect Call Services
  • Census Survey
  • Elder Check
  • Expense Report Filing
  • Forms Fax
  • Home Monitoring of Parolees
  • Inmate Visitation/Scheduling
  • Jury Selection/Court Appearance
  • Literature Request
  • Multi-Lingual Customer Support
  • Office Locator
  • Parolee Reporting and Authentication
  • Recall Notices and Safety Alerts
  • Survey
  • Tax Information Line
  • Ticket-Pay-by-Phone
  • Travel Advisory Hotline
  • Victim Notification Service
  • Volunteer Hotlines

Healthcare

Healthcare is an increasingly competitive yet strategic domain because mismanaged time and resources could potentially cost money and lives. It is also an industry that has to contend with a diverse set of customer issues. There are customers that are highly involved with their health issues, a high immigrant population with specific needs such as bilingual assistance, an aging population and government regulations for patient privacy. As an industry that must provide quick but compassionate care on a shoestring budget, being able to provide accurate, quick, complete and secure customer services is a necessity.

SOFTEL’s healthcare solutions are built to provide consistent and complete customer service by automating many of the simpler yet vital tasks of the health industry. At the same time, SOFTEL improves operational efficiencies and maintain patient confidentiality. From clinics, hospitals and labs to managed care, SOFTEL has solutions that increase effectiveness while providing quality care for customers.

Healthcare solutions include:

  • Account Management
  • Appointment Scheduling
  • Asset Tracking and Management
  • Doctor Locator
  • Insurance Coverage Verification
  • Patient Education
  • Patient Outreach
  • Patient Information
  • Patient Reminders
  • Patient Release of Medical Records
  • Physician Access to Test Results and Patient Information
  • Pre-screening of Clinical Trial Participants
  • Prescription Refill
  • Pre-surgical Instruction Outbound Reminder
  • Test Results

Manufacturing

SOFTEL Communications’ solution expertise in the manufacturing arena has helped many customers increase operational efficiencies and management. Whether its improving communications with customers and suppliers, or tracking work hours or inventory, SOFTEL’s professional services integrate existing products into the IT environment, or provide applications custom built to the specifications that meet your business goals.

Solutions for manufacturing include:

  • Inventory Tracking
  • Order Fulfillment
  • Shipment Status
  • Time and Attendance Tracking

Retail

As one of the most established industries to take advantage of contact center technology, the retail industry is well versed in telephone and web customer service. Consumers today are just as likely to place an order over the internet or phone as they are to walk into a store. As such, retailers need to provide the same quality customer care over the internet or phone as they do in person. To remain ahead of the curve competitively and enhance existing customer service, retail establishments turn to SOFTEL to implement solutions that speed up customer service delivery and follow-up.

Solutions for the retail industry include:

  • Change of Address
  • Courier Scheduling and Dispatch
  • Customer Service
  • Customer Satisfaction Survey
  • Credit Card Account Management
  • Gift Card Processing and Tracking
  • Inventory Tracking
  • Lead Capture
  • Order Status
  • Order Tracking
  • Phone Mall (Online Ordering)
  • Product Promotion
  • Return Authorization
  • Return Tracking
  • Store Locator
  • Time and Attendance Tracking

Travel and Hospitality

Perhaps in no other industry is it as important to provide consistent, personalized customer service as it is in the travel and hospitality industry. Hotels, motels, cruise ships, airlines, trains and more depend upon the loyalty of customers for repeat business. Although loyalty programs have increased the resilience of many hospitality brands, it is bottom line customer service that helps to attract and maintain loyal customers.
Hospitality providers turn to SOFTEL to help achieve the best possible mix of quick, thorough, and attentive customer service through self-service and live agent assisted transactions. Whether it is taking reservations, handling guest requests, or administering loyalty programs, SOFTEL’s hospitality solutions will help improve customers’ experiences and ensure their continued return.

Solutions include:

  • Airline Flight Information, Bookings
  • Arrival/Departure Status
  • Auto Concierge
  • Confirmations and Cancellations
  • Flight Cancellations
  • Frequent Flyer Programs
  • Guest Requests
  • Hotel Finder
  • Loyalty Program Administration
  • Rate Finder
  • Reservations
  • Restaurant Locator
  • Restaurant Order Taker
  • Seat Assignments
  • Seat Upgrade
  • Wake-up Calls

Utilities

Under recent competitive pressures and government regulations, utility companies of all types have been under the gun to increase competitiveness by improving customer service.

SOFTEL is the valued partner of many utilities in providing multi-channel customer service options, and we understand the competitive pressures. Our professional services team can help provide always-on, 24/7 access to critical information that customers demand, including billing, outage information, and payment options, while simultaneously enabling a reduction in operating costs and improvement in business productivity.

Solutions for utilities include:

  • Account Inquiry
  • Bill Payments
  • Emergency Notifications
  • Field Reporting
  • Meter Reading
  • New Service Activation
  • Turn On/Off Service Requests
  • Repair Status
  • Rate Inquiries
  • Resumption of Service
  • Service Appointment Reminders
  • Service Requests Scheduling
  • Service Outage Reporting
  • Technician Scheduling
  • Proactive Outbound Planned Outage Notification