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Blog April 2020

Customer Portal 2.0 boosts brand equity

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Conor Dowd Product Marketing Manager

A positive branded experience at the center of your digital customer engagement strategy.

The AMCS Customer Portal 2.0 release delivers added value to operators by automating more customer interactions and ensuring a consistent, branded, and positive customer experience with each engagement.  Release 2.0 supports operators to drive margin through efficient customer processes and to reduce associated costs and risks, such as call center costs and the risk of incorrect pricing for services/products.

The latest release of the Customer Portal supports February’s release of AMCS Platform 8.2 which continues to build on digitization and automation as key drivers for revenue growth, margin expansion, operational efficiency, and sustainability.

Drive customer margin and reduce pricing risk

The 2.0 release of the Customer Portal creates greater efficiencies to this digital customer engagement channel. This secure SaaS solution empowers customers with 24/7 support and access to the features and real-time information they want and need to know in order to manage their accounts themselves.

With the 2.0 release, customers can create new orders based on their location. Operational areas (geo-fencing) now ensure that the correct service and price book is returned to the customer. The customer can complete the order online, through the portal, with no follow-up or requests to the customer service representative.  This supports operators to drive margins while reducing the risk of incorrect pricing/services being returned and processed.

This can be a big return for operators. Not only does the customer portal support the reduction of call volumes by up to 30%, but it also ensures the correct prices are displayed and paid. Operators can rest assured knowing that their customers have clear visibility into the products and services available to them based on their location.

Create a positive branded customer experience

Visual consistency is critical across all customer channels. The AMCS Customer Portal assures customers and builds credibility for brands. The portal delivers a seamless self-serve experience between the operator’s website and portal as branding is clear throughout. This is a solution that delivers on competitiveness and supports operators to differentiate themselves against the competition.

The 2.0 release delivers additional branding enhancements, notably with email templates that support all lines of business and types of customer interactions. New customers, promotions and receipts or follow-ups can be scheduled and predefined to run automatically and seamlessly. This nurtures and automates customer interactions while improving customers' perception of the operators’ brand. This is an example of how the customer portal improves customer satisfaction by up to 33%.

Digital customer engagement strategy

AMCS’ unprecedented knowledge of the industry and understanding the differentiating needs of each line of business – from municipal, residential, commercial and industrial, construction and demolition, and commercial recycling commodities - assures AMCS’ process-driven methodology and standardisation is supporting business and operational goals.

The latest release of AMCS Customer Portal supports operators to grow and enhance their digital customer engagement strategy. Whether it’s an SMB or enterprise client, this is a secure, scalable, flexible, and customizable solution that is designed and built specifically for the waste and recycling industry to support, automate and streamline end-customer interactions.

AMCS Platform

The AMCS Platform offers a fully integrated and end-to-end portfolio of solutions to manage the waste and recycling lifecycle. Solutions include Enterprise Management, Intelligent Optimisation, Mobile Workforce, Vehicle Technology, Digital Engagement, and AMCS Analytics. These industry-specific solutions are developed to support the AMCS Platform strategy focussing on driving revenue growth, margin expansion, operational efficiency, and sustainability. AMCS lives up to those words with a product and development team of around 200 people, currently investing 20% of overall turnover in product development.

AMCS Customer Portal also available for legacy software customers

AMCS Customer Portal is a product offering from the AMCS Digital Engagement solution, one of the six solutions of AMCS Platform. Each of the six solutions seamlessly fits like a jigsaw puzzle into each other, forming the unique end-to-end integrated SaaS solution for the waste and recycling industry. However, solutions like intelligent (route) optimization, the Customer Portal, and Mobile Workforce are also integrated into existing legacy software. This way all AMCS customers benefit from the innovative software solutions of AMCS Group.

AMCS Customer Portal is currently available for customers using:
• RECY
• Tower
• Wastedge

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