An alternative lens into your business
Optic-Mi offers a simple to deploy solution which enables businesses to capture and understand operational performance data. This offers our clients the ability to make improvements through:
- Tracking customer journey touch points
- Gaining critical process insights on your costs to serve
- Evaluate workforce productivity
Our product is a non-invasive IT solution which operates via a web interface or as an application on your desktop, without the need for integration with your own or your client’s systems. This is a standalone solution hosted in Microsoft Azure with the prime focus on flexible configuration and end-user ease.
Improve your business insight with Optic-Mi
In the Automation industry?
Optic-Mi supports RPA business case evaluations through the collection of cost to serve data, thus offering insight into processes and/or tasks which offer the biggest potential returns.
Productivity
With Optic-Mi it’s so simple to capture performance insight. Configured in a matter of hours without the need for any expensive IT support, staff can be trained to use our ‘Desktop Widget’ within 15 minutes.
Our solution flawlessly integrates into your team’s daily activities and is the easiest way possible to understand productivity; be it by department, by team, by employee or by process.
Customer Journeys
Optic-Mi offers two approaches to capturing customer journey insight.
Our ‘Performance Widget’ solution allows end users to collect a unique customer reference number within each work item processed, thus plotting each customer journey in a Back-Office type environment. We only capture customer reference numbers to avoid any data privacy concerns.
The Performance Widget can be supplemented with data captured from telephone (or any other media) contacts via our ‘CX Widget’, allowing all customer interaction data to be consolidated and reported on across your entire business.
The power of understanding your customers entire end to end journey cannot be underestimated.
Process Insight
Over the years we’ve seen a challenge in some businesses where they don’t possess the insight to easily assess the ‘cost to serve’ of their processes. This is often a combination of not having the data to link each customer interaction, along with not understanding the reason the contact was triggered.
Our product offers an easy deployable solution to capture this customer interaction data, enabling businesses to routinely undertake ‘cost to serve’ assessments.
Moreover, with the pursuit of Automation across industry, having this key customer insight is critical in being able to rapidly assess the value of fully automating processes or a component part thereof.
Reporting every second of the day
The Optic-Mi solution includes a fully comprehensive reporting suite, offering managers and end users varied reporting options relevant to their role requirements.
System Administration
Each client has two SysAdmin accounts created on initial subscription who are then responsible for system configuration, along with the ongoing administration of users, operational metrics and process updates.
Schedule Adherance
Our 'Performance Widget' offers clients the option of monitoring schedule adherence and recording absence events, to fully understand business productivity across Teams or Departments. This is an optional feature yet invokes no additional cost.
Real-Time Performance
Managers have the option to launch a real-time dashboard showing the status of their staff. This dashboard shows the work item each employee is processing, or their 'interruption state', highlighting employees who may need support due to the unexpected length of time on a specific work item.
Customer Contact Insight
For those clients who take advantage of utilising our 'CX Widget', this offers contact trend analysis, illustrating the top 10 contact reasons across a predefined reporting period or on demand each day.
Automation
Our 'Performance Widget' is ideally suited to support businesses who have limited cost-to-serve data to quickly collect and understand their key metrics, subsequently formulating a robust business cases to assess the applicability of Automation on selected processes.
License Flexibility
Clients have the option to immediately scale up additional users via their SysAdmin account, only paying for the licenses procured each month. Clients can also reduce their licence count with 5-days’ notice via an email into our Helpdesk.