Services · Back Office
Data, documents, orders and cases processed by trained teams working to your written rules. Queued, prioritised, checked before release, and reported back to you.
THE WORK BEHIND THE CONVERSATION
Back office is everything that has to happen after a customer, an order or a document arrives. It is rarely seen, and it often decides whether a support conversation goes well or badly. A record keyed wrongly today becomes a complaint next week. An invoice left in a queue becomes a chased email. An onboarding file missing one page becomes an account that cannot be used.
EpsiDesk runs that work as a service. Customer operations is the whole of our business, not a department attached to something else, so our back office desks sit beside our support desks, follow the same written procedures, and are measured the same way. We take a defined set of processes, document them with you, staff them from our global delivery teams, and report on what was done.
SCOPE
Each one is scoped against your systems and your rules before anyone touches live work. We would rather agree the boundary in writing than discover it in production.
Keying, coding and moving records between systems, plus the repair work nobody has time for: de-duplication, format normalisation, completing missing fields, and merging the records that describe the same customer twice.
Order capture and validation against your pricing and stock rules, invoice creation and matching, credit notes, and working the exceptions that do not match anything rather than parking them.
Receiving documents through your existing channels, classifying them, extracting the fields you need, checking them against the source record, and filing them where your team expects to find them.
Assembling application files, checking documents are present, legible and in date, logging what is missing, requesting it politely, and handing a complete file to your decision-makers. We prepare the file; the decision stays with you.
Matching records that should agree — payments to invoices, statements to ledgers, one system to another — and then working the breaks, with each one categorised so the cause is visible and can be fixed at source rather than re-worked every cycle.
Keeping the customer record usable: duplicates merged, ownership and stage fields correct, dormant contacts marked, activity logged against the right account so your own reporting can be trusted.
Recurring operational packs built to a template you sign off — queue positions, volumes, ages, exceptions and errors — delivered on an agreed schedule instead of produced on request.
The administrative half of a case: opening and classifying it, gathering evidence, updating statuses, chasing third parties, and closing it with a complete audit trail behind it.
OPERATING METHOD
The same six stages apply whether the queue is invoices, documents or cases. What changes is the procedure inside stage three.
Work arrives the way it already arrives: a shared mailbox, a form, a file drop, an API feed, or a queue inside your own platform. We do not ask you to change the front door. Every item is logged with a timestamp and a source, because work that is not counted at intake cannot be managed afterwards.
Each item is typed against the process map we agree with you, then ranked by rules that are written down rather than felt. Deadline-driven work first, then age in queue, then value, with named categories — complaints, regulatory clocks, blocked customers — allowed to jump ahead.
Every process has a procedure covering the steps, the systems, the decision points and the wording to use. A new joiner works from the same document as the handler who has been on the account since the start, which is what makes holiday cover and peak cover unremarkable rather than risky.
Anything that does not fit the procedure is pulled out instead of forced through. Exceptions go to a named senior handler, and if they cannot be resolved inside the rules we agreed with you, they come back to you researched, with the options set out and a recommendation attached.
Risk-based sampling on routine work, and a full second-person check on anything financial, irreversible or customer-facing. Corrections are logged against the process as well as the person, so a repeating error changes the procedure rather than producing another reminder.
Volumes in, volumes cleared, ages in queue, exceptions raised, errors found and rework done all go into your pack on the agreed cycle. You see the shape of the operation, not only the invoice for it.
AI IN DELIVERY
We use AI where work is high-volume, repetitive and checkable, and keep people where judgement, tone and accountability sit. The purpose is to hold the cost per item down and keep quality consistent across a whole queue rather than across a sample. Nothing a model produces leaves our hands without a person approving it.
QUALITY CONTROL
Telling a team to be careful is not a control. These are the controls we actually run, and they are written into the operating agreement so you can hold us to them.
SYSTEMS, ACCESS AND HANDOVER
Wherever the process allows, your data stays in your platforms and our team works in them under named individual accounts with the narrowest access the job requires. Joiners and leavers are a documented change on both sides, and access is reviewed on a schedule instead of when someone remembers to ask. Handlers are named, actions are logged, and who touched a record on a given day is a question with an answer rather than an investigation.
Where a process genuinely needs a working file outside your systems, we agree in writing what is held, where it sits, how long it is kept and who may see it — before the first item is processed. Every process we run is written into a runbook you own a copy of. If you ever move the work elsewhere or bring it back in-house, you take the procedure with you. We would rather be kept because the service is good than because leaving is difficult.
BEFORE YOU START
With one process and a single dedicated person. Our Starter package is priced per support agent and exists for exactly that: putting the first dedicated capacity in place, proving the process runs cleanly, then adding to it. There is no volume threshold you have to reach before the conversation is worth having.
The mailbox nobody wants, the reconciliation that always runs late, the onboarding files sitting half-complete. Walk one of them through with us and we will tell you plainly whether outsourcing it makes sense, what the procedure would need to say, and what the first month would look like. EpsiDesk is 269+ people across our global teams, working across multiple time zones. Book a call, or write to Support@epsidesk.com.
