STS launches CommandONE Customer Service Automation solution

Specialized Technical Services (STS), a leading IT and e-Business solutions provider from Jordan, has introduced CommandONE, its Customer Service platform. CommandONE is an ideal solution for Small and Medium enterprises seeking a smart, interactive and collaborative customer service platform. It enables organizations to integrate and streamline daily business processes, monitor business activity and manage performance targets and indicators.
CommandONE introduces a Customer Service culture by separating the front-office customer interaction (all customer touch points) from the back-office legacy processes by utilizing a centralized administration hub. It orchestrates the interaction and integration between the front-office, back-office and customer interaction channels, and establishes a solid business & technical framework for higher levels of customer-centricity readiness.
Ramzi Zeine, Chairman of STS, said: “Optimizing customer service and work processes is a central tenet of modern organizations’ IT strategies, boosting efficiency and productivity to leverage advantage in increasingly competitive markets. CommandONE platform provides significant bottom line returns in terms of cost saving, reduced response times, procedure standardization and robust reporting”.
CommandOne offers a scalable business solution designed to meet rapidly evolving business management needs in an increasingly competitive economic context. The logical separation between front and back office, coupled with baseline procedures for measuring service delivery levels, allows for an integrated platform that lays the foundation for further service automation, process control and e-service delivery.  The platform is aimed at providing a one-stop setup for decision-making, re-working processes and streamlining workflows.
CommandOne Isolates and provides the required automation and control on back-end business processes irrespective of the availability and/or readiness of any Back-end systems and maintains and build on the current human-based control on business rules, thus, establishing the basis for business intelligence and setting the standards and controls/measures of service delivery with its related performance indicators. Additionally, it provides higher levels of productivity and efficiency through monitoring, quality of service management, prioritization and reporting.
Separating the front-office customer interaction from the back-office, CommandOne establishes an Interactive & collaborative Customer Service organization, providing a unified and dynamic interactivity with customers and clients across all channels, as well as providing pull/push alerts and notifications. It takes the organization one-step ahead in, and/or initiates their readiness for Service Automation, & Process Control, Customer Service orientation and smart Citizen Interactivity and E-Services delivery.
“CommandONE provides a unique operational and management perspective for service fulfillment, Accommodating the Change Management Process and preserving the human factor in service delivery, Allowing entities to gain higher scores of customer interactivity while it gradually factoring the internal Change process. ” Zeine concluded.