Business Process Operations & Optimization
ICF partners with clients to solve their toughest business process challenges and empower them to improve customer satisfaction.
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We provide efficient and effective business processes to help agencies, organizations, and corporations boost the bottom line, add value, and advance success — no matter how big the challenge. Our business process specialists bring extensive experience in a wide range of areas, such as Medicare and Medicaid, student loans, veterans' affairs, public health, and natural resources. We have the resources to support programs that integrate multiple processes and require flexibility, sensitivity, and a quick turnaround.
ICF partners with clients to tailor business process solutions for all of their needs, such as:
Disaster Recovery: The rapid establishment of response centers and mobilization of staff reduces wait times for disaster victims. Energy Efficiency and Conservation: Our comprehensive contact center offers full-service energy advisors, secure rebate processing, quality assurance/quality control, and an in-house training department to ensure high-quality customer service.
Social Services: We apply our customer service capabilities to support social service programs. We help with enrollment, online applications and support, and eligibility determination. We also offer reprographic services such as print, mail, scanning and fulfillment as well as customizable tools and services consisting of social media outreach, SMSS communications, live chat, and data collection and analysis.
ICF designs customer service solutions to precisely meet needs, continually evaluate and improve processes, and achieve measurable results for our clients. We support programs in areas ranging from public health to energy efficiency. Our solutions advance many governmental and business goals of responsiveness and transparency.
When we design a customer service solution, we leverage reliable existing infrastructure—or implement a dynamic new solution. Our operational strategy includes benchmarking, reviews, customer experience measurement, and performance assessment.
ICF's integrated customer service solution provides clients with measurable improvements in operating costs, first-contact resolution, and customer satisfaction. We are adept at managing complex and difficult customer interactions, using a tiered-resolution approach and engaging case managers and resolution specialists. We provide continual quality assessment and generate reports that deliver comprehensive insight.
Capabilities:
- Web chat (Live Chat)
- SMSS Communication
- Social Media
- Interactive web-based self-service (Shopping Cart)
- Contact centers
- Resolution Specialists
- Customer satisfaction surveys
- Inventory management and control
- Website management
- Listserv management
- Communities of practice
- Facebook applications
- RSS feeds
