White Paper on the CLASC
(Customer Linked Automated
The CLASC system (
The CLASC System was designed and engineered to address 4 major issues in customer service:
Provide an electronic Customer Queuing System
Provide a Management Information System
Enable response to customers at various levels
Allow for the surge response with additional resources
The Customer Queuing System provides electronic sign-in and checkout for the waiting population in a customer service environment. Customers arriving in the lobby use the Customer Sign In screen to enter their first and last name as well as their title/rank and reason for visit. They are welcomed locally on screen and told to have a seat and their name will appear on the Customer Queue. The Customer Queue provides a display of the customers waiting in order of sign in and also a field that shows the average wait time for the last 5 customers.
The CLASC system is highly scaleable to meet the needs of customer service organizations of various sizes. Whether your site sees 50 customers a day or 500, the system can be tailored to your specific needs. For sites with combined customer service lobbies that serve several different customer populations from a single waiting area, the CLASC system has the option of using multiple customer queues all utilizing the same Oracle database. This allows up to four different customer service areas to use a single Call Sign In screen to sign into the appropriate system and have their name appear in the correct waiting queue.
Call Sign In
Customer Sign In
The Sign In screen has a user-defined text area that can provide information or instruction to the customer signing into the queue. There is an option to use a customizable checkbox with a ‘question’ defined by the customer service manager. This will highlight the record in triage. Examples of using this checkbox might be “Check this box if you have a scheduled appointment” or in the case of overseas sites, “Check this box if you belong to a GSU”.
The Customer Service Reps use the Triage screen to check customers out of the system. Each customer service rep will sign into Triage individually to allow tracking of which rep served which customer. This Triage screen allows service reps to check customers out in the order they signed in, according to ‘reason for visit’, according to ‘rank’ or other user defined criteria. The Triage screen can also be set up to ‘ding’ different customer service reps depending on the ‘reason for visit’ they are assigned or if a customer signs into an empty queue.
Customer Triage Screen
The Management Information component of the CLASC system can provide detailed customer history, identification of trends and areas for improvement, and instant demographics of the entire serviced population. Reports pull the queue data and provide statistics to help management make decisions on everything from when to add additional service reps on the counter in peak times to training issues revealed by peaks in certain reasons for visit. The management reports provide the ability to make decisions based of accurate real time data. CLASC provides a basic suite of reports that fit the most common statistical needs.
Report Selection Menu
Report Parameter Entry
Due the open architecture of the system, all queue data can be queried from any ODBC interface. This allows the site to customize their reporting capability.
The CLASC system, with the warning queue and management reports, allows customer service managers to respond at various levels to customer needs. The Warn Queue is a management version of the Customer Queue. It displays the customers in the order they signed in, but adds some additional features. Customers of a user-defined rank or reason for visit are highlighted in the queue. As the customer numbers reach user-defined thresholds, the screen background changes from yellow to blue to red/yellow flashing at the peak level. In addition to changes in screen color, there is also a user-defined option for sound. This options fires .wav files to draw attention to increasing customer thresholds.
Using the Warn Queue for real time responses, and the management reports to analyze trends and take corrective actions, a customer service manager can drastically reduce wait times, improve customer satisfaction, and manage the overall customer service impact of the organization.
The Warn Queue and Triage allow for an immediate surge response. For instance, if on a given day the customer population suddenly is drastically greater, the customer service manager can send additional manpower to the customer counter. Customer Service reps can choose to take customers out of order to more quickly service the entire population. A customer service manager might direct one of the reps to take the quickest questions first, and might direct other personnel to address only certain reasons for visits. On peak days such as pay days, global benefit changes, large scale deployments; and roll outs of new policies requiring a visit to customer service or a clinic, abnormally large waiting populations can be quickly serviced.
A survey form allows customer service reps to refer customers to an electronic survey form. This can be set up in the lobby to allow customers to immediately log information concerning their visit into the database for further analysis. This has been found to be much more effective than the paper survey model used in the past.
CLASC can be easily, quickly deployed. Since the system is Oracle based, it requires the separate procurement of an Oracle database (USAF customers may take advantage of the AF wide Oracle contract). CLASC maintains an open architecture to allow most visible fields and titles to be set using a special Parameter Administration screen. The Oracle Forms client required on every workstation accessing the CLASC queue has a small footprint and installs and configures in minutes.
The CLASC system has won numerous awards including the 1998 Best DOD Financial Project of the Year and the 1999 CINCSOC Quality Award. CLASC is currently on line at several Air Force Finance, Personnel, and Housing Customer Service offices. Using customer enhancement request, we continue to add features to enhance the ability to effectively manage customer service populations.
The CLASC system was designed and engineered by Top Dollar Solutions, Inc. TDS specializes in Oracle based solutions with a wide array of services such as remote database administration, performance tuning, and custom software development. Contact the team at TDS to find out what CLASC can do for you.
Top Dollar Solutions, Inc.