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SiGA - Customer Service Management System
SiGA has eliminated outstanding papers and manual controls, allowing greater managerial control and contributing to the continuous improvement of the service that Unimed Curitiba provides to its different audiences.
Management of care.
Improve the customer service process, eliminate paper circulation, manually updated spreadsheets and centralize control over the progress of the services rendered.
Visionnaire has developed the SiGA - Service Management System to automate the process, from the service (telephone or counter) to the solution given by the various departments, centrally.
The centralization of the calls (telephone and counter) in a single software eliminated paper circulation and manually updated worksheets, making it possible to perform more than 200 thousand monthly calls, performed by more than 750 users. In addition to the immediate reflection on the satisfaction of its customers, Unimed Curitiba now has access to management information such as time of service and more frequent demands, contributing to the continuous improvement of its process.
J2EE, Servlets, JSP, Struts, Hibernate, Ajax, XML, Jasper Report, iReport.
Detailed problem: Unimed Curitiba served its different audiences (beneficiaries, contractors, cooperators, providers and interested parties in general), through telephone service or personal assistance (counter) in a non-integrated way. Requests collected at the time of service were sent to the responsible departments in the form of a large volume of paper and the controls on the progress of these processes were done manually in decentralized worksheets. Nothing was known about the services themselves or the demands captured and solved.
Detailed solution: SiGA - Attendance Management System automated the service process of Unimed Curitiba. Through a single software, all the services performed - whether through telephone service or personal attendance at the counter - are now centrally registered. SiGA routes the requests to the responsible departments who, after resolving the issues, return to the system to record new information or changes in the status of the requests. With this, Unimed Curitiba drastically reduced the circulation of paper requests and centralized control over the progress of the demands. Important information about the most frequent demands, for example, became accessible, guiding Unimed Curitiba in the continuous improvement of its service process, with immediate repercussions on the satisfaction of its customers and the perceived quality of its services. SiGA receives more than 200 thousand calls per month and has more
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case unimed siga