Data and records
Keying, cleansing, de-duplication and the CRM fields your own reporting depends on.
Services · Back Office
Back office, handled.
Data, documents, orders and cases, processed to your written rules by trained teams and checked before release.
THE WORK
Where the complaints start
A record keyed wrong becomes a complaint someone has to answer. An invoice left in a queue becomes a chased email. We run that work as a service beside our support desks, staffed from 269+ people across our global teams.
SCOPE
The processes we take on
Each one is scoped against your systems and your rules before anyone touches live work.
Orders and invoices
Order capture, invoice matching, credit notes, and the exceptions that sit unworked.
Documents
Received, classified, checked against the source record and filed where your team looks.
Onboarding files
Application files assembled and verified, then handed complete to your decision-makers.
Reconciliation
Payments to invoices, system to system, with every break categorised at source.
Case admin
Opened, evidenced, chased and closed with a full audit trail behind it.
METHOD
How a queue is run
The same stages, whether the queue is invoices, documents or cases.
01
Logged at intake
Every item timestamped and sourced, however it already arrives.
02
Typed and ranked
Classified against the process map, then prioritised by rules written down in advance.
03
Worked to procedure
Handlers follow a documented procedure; anything that does not fit is escalated, never guessed.
04
Checked and reported
Second-person check on irreversible work, then volumes, ages and errors into your pack.
AI
AI reads. People decide.
We use AI where work is high-volume, repetitive and checkable. People keep judgement, tone and accountability. Nothing a model produces leaves our hands without a person approving it.
- Document fields extracted beside the source
- Drafted chasers a handler approves
- Every item monitored, not a sample
- Rising errors and backlogs surfaced early
QUALITY
Accuracy is a system
These controls are written into the operating agreement, so you can hold us to them.
A signed procedure per process
Second person on irreversible work
Repeat errors change the procedure
Rework counted as its own volume
QUESTIONS
Before you hand a process over
Yes — a single process on Starter, which is priced per support agent.
Bring us the worst queue
The mailbox nobody wants, or the reconciliation that always runs late. Walk one through with us and we will say plainly whether it should be outsourced. Contact sales, or write to Support@epsidesk.com.