Electronic Performance Support Systems

 

Maximizing productivity boils down to giving people just the tools they need, exactly when they need them, in a form they can use as quickly as possible. Tata Interactive Systems (TIS) develops the tools your staff needs to get their work done right the first time, with a minimum of muss and a maximum of efficiency.

Our solutions have already delivered several millions of dollars in savings. Key benefits include reduced cycle time, more accuracy, less re-work, and a reduction in unproductive downtime. Our performance support solutions fit the bill whenever the work involves policies, procedures, and processes.

EPSS is more suited for tasks that require transactional knowledge.

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TIS understands the business environment that you operate in, and the key issues that you face, and works closely with your teams to arrive at optimal and innovative answers that immediately address your business needs. The programs developed by Tata Interactive Systems provide 'learning on demand' that significantly reduces the time taken to handle customer needs, increases the confidence and competence of your staff, and results in significant savings.

TIS's EPSS combines the capabilities of knowledge management systems and decision support systems to improve the performance of the employees. We empower employees to perform tasks without external support or intervention thus bringing down an organization's dependence on a few of its employees.

Our EPSS integrates all the support that a claims handler, sales executive, or customer service executive needs, within a single interface. Typically, our EPSS solutions include the following:

Process Finder

  • Enables the determination of customer's intentions in contacting the executive.

Process Guides

  • Present the several possible outcomes of a process to the executive.

  • Guide the customer service executive step-by-step through the resolution process.

  • Present the relevant templates and decision-making tools at the moment of need.

Interactive Scenarios

  • Present a broad overview of a decision-making situation. Provide relevant resources that are required by the executive to act in a given situation.

  • Provide access to past decisions made in similar situations.

  • Enable the consistent deployment of organizational strategy.

Resources

  • Provide the knowledge required to use any application to minimize the time required to learn an application.

  • Facilitate decision making with tools like calculators, diagnostic tools, checklists, and decision trees that allow the executive to respond to clients faster.

References

  • Provide the executive with information relevant to the scope of the stage of transaction for quick reference.