Entry

How can I maximize my customer service resources using host integration?

May 6th, 2005 03:41
Alicia,

Self-service web applications can eliminate or reduce the need for 
customer service personnel, and in many cases, are a preferred service 
method for customers, especially if given 24x7 availability. 

PASSPORT Host Integration Objects technology can be used by various 
industries and organizations – insurance companies, local governments, 
car rental agencies, mortgage brokers and others - to create self-
service applications that are accessible via web, kiosk and wireless 
communication. 

Rather than call or interact with customer service personnel to 
request information about their account, secure services, etc., 
customers can help themselves electronically. Instead of a service 
representative requesting the client’s name, account number and other 
required information, the customer can directly access a CICS or IMS 
application using PASSPORT Host Integration Objects, and any UI or 
middleware software that may or may not be a component of the customer 
experience. 

This inexpensive solution is desirable for banks, state and local 
governments, airlines, car rental agencies and others that can place 
self service equipment in secure locations under their control, or for 
organizations that offer secure wireless connectivity for employees 
and agents. With standard IP security, it can also be an inexpensive 
way to create self service web applications.

For more information on integrating IBM mainframe and AS/400 
applications with customer self service web applications, visit 
http://www.zephyrcorp.com