Expresso Tips and Tricks
Using Search and View in your Expresso CCM Platform
We’ve all been there: A customer calls with a question or your boss needs some information, and you can’t lay your hands on the pertinent customer document or your system takes a million years to load. That’s not a problem with Expresso, a CCM platform which lets you locate and access previously issued documents when you need them.
You simply log on to Expresso, go to the Report Management tab, and click on Search and View.
You then search and call up customer communications in real-time, based on the parameters you set up ahead of time.
How does that work? When we first implement Expresso, you decide which documents to archive and for how long. We identify fields within the data file that you want us to index, such as account number and last name. These are the fields that you can input to retrieve previously produced digital or print communications within the defined archive period.
When a record is selected, it renders it in real time using the data, rules and templates that are preserved for the archive period. So, it looks like the document that was sent.
Alternatively, clients can connect to Expresso via API and retrieve the documents into their own system of record.
There’s more: You can determine who can access this function. Some clients make it available only to their customer service teams or call center agents who want to view the actual documents sent to the customers they are serving.
CCM software is also helpful for compliance audits when you have to verify that you are following proper communication procedures and have the right disclosures in your documentation.
For a cheat sheet on using Search and View, please reach out to your account manager for assistance or send us an email at firstname.lastname@example.org.