Thames Consular Services Limited
Doherty's solution
Doherty developed a solution called VisaAssist to automate the visa application process. Once details are inputted into the system, VisaAssist captures the information and generates the required actions, flagging up valuable information for staff. It also builds up a knowledge bank for future use. With VisaAssist, staff are better informed and more proactive in processing applications and handling customer enquiries.
VisaAssist also helps staff make customers aware of what is needed at an earlier stage, reducing problems and ensuring a smoother, faster process.
- Other benefits Thames experienced include;
- Better reporting: the system generates courier sheets which are needed to despatch visas to the embassy. These ensuring greater security and control over the whole process.
- Centralised information: all data is stored and updated centrally, making it easier to track applications throughout the process and giving staff immediate access to customer data as and when required.
- Remote access: Doherty linked up Thames’ Piccadilly office with their Chiswick head office, ensuring staff in both sites had access to all documentation at all times. This has resulted in better communication and time savings as separate site visits are no longer needed. These internal improvements have been matched by better service to customers.
Requirements of the embassy and clients are continuously changing. Doherty’s IT solution has been built around Thames’ unique needs and has the ability to adapt and extend cost-effectively as the business grows.
The technical story
In addition to developing VisaAssist, Doherty implemented a Microsoft Small Business Server solution involving file, print and email services and have continued to provide IT support.
Doherty also implemented a Windows Terminal Server at the Chiswick office to ensure VisaAssist could be used across both sites.
Thames are planning to integrate web-based technology into their existing VisaAssist application enabling customers to track applications on-line, giving the company a greater competitive edge.
As they continue to expand, Thames is looking for greater integration with other IT applications via Microsoft technologies such as SharePoint and CRM.