Implementing real-time self-services without large IT investments – is that possible?

Implement service requests directly

Since fly OCS is based on real-time data, service requests from customers are processed directly and processes are started dynamically. Requests and order changes are taken over and implemented up to the last minute. This concerns, for example:

• Change of delivery address
• Cancellation of an order
• Changes in current orders

All requests received by the cut-off time will be processed.

Common processes and ready-made interfaces

The common online self-service requests and processes are stored in fly OCS. The module also has interfaces to various systems. So you don’t have to program any APIs on your own. fly OCS records, stores and transmits service requests.

Self Services “to go“: dock and go

The fly OCS self-service module is integrated into your IT landscape as a separate module:

• Current system landscapes continue to be used.
• Existing workflows remain unaffected.
• Real-time data exchange

Omni-channel customer support

Offer your customers a seamless customer experience across devices and channels. fly OCS enables you to communicate in real time via different digital channels such as e-shop, email, web forms. The customer service module can be linked to existing customer portals and apps.

Record response times with AI-based dark processing

By connecting the AI module fly birdbox together with the fly OCS, we make dark processing possible for you. Together, the two modules categorise, analyse and respond to incoming enquiries via mails, chat messages and messages in a fully automated manner – naturally in compliance with all data protection regulations.

Real-time data transfer to your CRM

Ready-made interfaces ensure real-time data transfer to your customer relationship management system. This reduces the risk of error. In addition, your service agents have all current information at a glance.

fly OCS as a turbo for your sales

Use the OCS and the My Account area as a sales channel. Logged-in customers can be flawlessly identified and you can provide them with accurate micro-offers in real time. This is how you generate extra sales.

Advantages at a glance

• consistent cross-channel customer support
• seamless exchange of customer data and information
• AI-based fully automated email management
• high data quality