British Airways has chosen BancTec, a global provider of complex business process automation solutions, to replace two obsolete and separate case handling systems with a single, integrated system based on BancTec’s eFIRST Process case management solution. Six departments have already been migrated to the new system—CHARM (Case Handling and Retrieval Management) and four new departments are currently in process of being added.
British Airways selected CHARM because the system is flexible, customisable and available as a managed service.
A British Airways spokesperson says, “We decided to take advantage of the managed service solution because we believe it to be both more economical and professional. After all, those who developed the system and also support other companies have specialist knowledge and can provide economies of scale. We also benefit from reduced overheads as we save on space, as well as a significant reduction in internal IT support. CHARM is user-friendly, logical, and intuitive, which means that BA saves on training and support time, too.”
Hosted by BancTec, CHARM is a web-based system accessible by British Airways departments worldwide. The system manages the entire case handling process, from initial customer contact to final resolution, and is currently in use by eight BA departments, each with their own view, including Credit Card Chargebacks, Payables, Refunds, Interline Correspondence, and Cargo Disputes, with New York Credit Card Chargebacks and BA Holidays currently being added.
The British Airways spokesperson continues, “Putting eight departments onto CHARM was a big project. BancTec was highly professional in its project management, delivery, and support during delivery, and the project was implemented on time and in budget.”
CHARM can be used in any department in which there is external interaction, as it will record and plot progress, and provide documentation online, via email, or fax. If feasible, British Airways intends to use it for any department in which a new case handling solution is needed in the future.
BancTec helps clients around the world simplify the process of managing their information. Founded in 1972, the company provides a wide range of solutions for automating complex, high-volume and data-intensive business processes for clients in the financial services, healthcare, manufacturing, government, services and utilities industries. BancTec’s offerings include business solutions, business process outsourcing, and infrastructure services. With headquarters in Dallas, BancTec serves clients in 50 countries. For more information on how BancTec can help you optimize information management, visit www.banctec.co.uk, or call +44 (0)1753 778888.
All statements in this press release that do not directly and exclusively relate to historical facts are “forward-looking statements” describing BancTec's objectives, targets, plans, strategies, costs, anticipated capital expenditures and expected cost savings. These statements represent BancTec’s intentions, plans, expectations and beliefs, and are subject to risks, uncertainties and other factors, many of which are outside the Company’s control. These factors could cause actual results to differ materially from such forward-looking statements. For a written description of these factors, see the section titled “Risk Factors” in the Company’s Registration Statement on Form S-1, as amended, initially filed with the Securities and Exchange Commission on August 8, 2007. The Company disclaims any intention or obligation to update these forward-looking statements whether as a result of subsequent events or otherwise except as required by law.
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