The Future of
Customer Experience
Integrating customer centric entity, case, content and process management with client communication and analytics extends the capabilities of existing systems. It enables better end-to-end customer services to increase customer retention and focus on the whole customer experience.
The digitally transformed solution delivers a dynamic Case Management low code implementation within the core back office of customer and adviser service operations.
What is a Case?
A Case is a unit of work created in response to a request—such as a new policy or complaint. It manages all activities in an end-to-end process.
- • Case Work Folder: All information is stored in a centralized folder.
- • Work Items: Represented by delivery to a specific Work List.
- • Outcome Insight: Detailed analytics on who worked on what, and when.
Single Framework For Multiple Solutions
Case Lifecycle
- • Create, Close & Reopen Case
- • Index and Re-Index Case
- • Resolve Case Outcome
- • Link Multiple & Entity Cases
- • Search Case & Global Query
- • Pend / Auto Match / Auto Un-pend
Automation & Flow
- • Map Business Process & Workflow
- • Configure Straight Through Processing
- • Distribute Case to User / Work Step
- • Escalate Case & Case SLA
- • Process Case Tasks
- • Delegate Task to an Expert
Content & Documentation
- • Upload/Download Content
- • Manage Content Version & History
- • Check Document Checklists
- • Create Correspondence from Case
- • Update Case Metadata
- • Task Checklist Management
Interface & Interaction
- • Persona Based User Interface
- • Dynamic Form Layouts
- • Provide Breadcrumb Navigation
- • Favorites and Recent Queries
- • Access via Web Browser & Mobile App
- • Secure Portal for Public Use
Collaboration
- • Assign & Reassign Case
- • Add Notes to Case
- • Send Email Notifications
- • Case Dashboard & Timeline View
- • Manage Collaborative Tasks
- • Audit Trail of Actions
Insights & Systems
- • Generate Reports and Analytics
- • Integrate with 3rd Party Systems
- • Email System Integration
- • In-house Database Connectivity
- • Real-time Intelligence
- • Multi-level Data Mapping
Operational Benefits
Transforming typical challenges into streamlined digital advantages through intelligent automation.
Efficiency & Costs
- • Reduce overall operational costs
- • Streamline processing for higher work volume
- • Automatic, verifiable, and consistent decision-making
- • Update rules and processes without programming
Customer Experience
- • Serve customers faster and more accurately
- • Real-time claims status for agents and customers
- • Reduce support issues through better information
- • Provide a superior, modern customer experience
Compliance & Security
- • Complete audit trail of all documents and actions
- • Easy access control for security regulations
- • Control risks while meeting regulatory requirements
- • Verifiable history for every processed claim
Management Control
- • Visibility for pending and issued applications
- • Business Intelligence in key performance areas
- • Real-time monitoring of LOB process status
- • Data-driven insights for operational growth
Application Preview
