Global Refund Improves Customer Service Efficiency with Neocase Software

By Susan J. Campbell

TMCnet Contributing Editor

 

Global Refund, a supplier of financial services for merchant markets’ interactions with foreign customers, has selected Neocase 10 from Neocase Software to reshape the company’s client services in France and Italy.

Global Refund works on behalf of more than 230,000 merchants worldwide to manage all administrative and financial operations relating to tourist tax refunds and dynamic currency conversion services. Daily serving over 30,000 travelers, Global Refund produces tax refund slips, verifies their validity and provides reimbursements in cash or by mail.

Running over 200 international Cash Refund offices across four continents, Global Refund needed a solution that would improve efficiency, reduce costs and improve customer service levels across the enterprise and looked to Neocase to fill the need. Neocase 10 could also provide Global Refund with more intelligence and collaboration to the customer case management process and improve speed and efficiency in managing inquiries and assessing the quality of customer service.

“France is the number one tourist destination in the world, hosting 76 million visitors a year. Of these travelers, 14 million are non-EU residents and therefore qualify to receive a tax refund,” explains Julie Weinberg, tourist relations manager with Global Refund France, in a statement on Wednesday. “This traffic represents a huge number of potential calls which Global Refund’s hotline needs to be able to manage. In order to ensure quality service in both France and Italy, we opted for Neocase 10 after being won over by its intelligence and web collaboration capabilities.”


Neocase focuses on providing companies with a definitive competitive advantage in maximizing the productivity and quality of customer service operations through collaboration, knowledge management, self-service, partner center capabilities and advanced workflow management.

The software solution is specifically designed for quick implementation, easy use and optimized for Microsoft (News - Alert) Dynamics CRM 3.0. Neocase 10 can be deployed on-demand or on-premise to fit the needs of the enterprise.

Corinne Goetz, director of operations with Global Refund contributed that Neocase couples extensibility with ease-of-use to offer comprehensive software applications to facilitate efficient responses to customer service inquiries. Neocase 10 can allow for better information flow internationally as it can be used for both English and French and is very flexible in adapting to some market-specific interface needs.

Neocase Software has made its name in customer service applications and its efforts are recognized by the Global Refund selection. Because Neocase was created in a call center environment, it is specifically designed to enable agents to access the information they need in order to best serve the client.

Global Refund operates in an environment where speed, accuracy and results are coveted by both the company and the client. Anything less is viewed as poor service in the eyes of the client and reflects poorly on Global Refund. As such, the pressure placed on Neocase to perform is intense, but success will help solidify Neocase Software’s positioning in the worldwide CRM market.

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Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.