workFile Case management

By creating a case of work, with a number of workItems and subsequent workTasks, workFile Case management provides a structured, yet flexible approach to solving business process requirements.

Some of the business drivers for workFile Case management are:

• Manage the identification, capture and creation of work
• Manage the work case process, case, workItems and workTasks ensure consistent processing
• Drive down service level agreements

Some of the business benefits of workFile Case management are:

• Streamline the identification and generation of work
• Streamline case and simple business processes
• Ensure work moves through a structured processes, delivering higher service levels
• Ensure work is carried out in a consistent and compliant fashion
• Improve staff productivity
• Reduce time spent on administration and searching for relevent information
• Raise process efficiency
• Improve cross deparmental content and information sharing
• Utilise case management features and concepts across the eneterprise, increaseing efficiency gains
• Track work through the system
• Automate processes / actions based on actual and system events
• Allow multi case processing, different members of staff working on different workItems at the same time
• Maintain full audit trails
• Identify bottle necks and areas of improvement
• Support timely decision making by ensuring agents have all the content they require
• Reduce administration and training costs
• Meet and exceed compliance issues

Some of the features of workFile Case management are:

• Create work from un-structured content, such as correspondence, eMail, fax, phone, SMS and web forms
• Classify all work that needs to be done within the case, assigning tasks to help ensure that work is done correctly
• Automate work generation and classification wherever possible
• Allow line of business applications to generate case management cases
• Assign workItems to a case (workItems contain their own tasks)
• Assign users and departments to certain workStreams
• Allow multiple processing streams for a single case, ensuring quality and reducing cycle times
• Process, refer, diary, hold and assign work
• Quickly locate work within the workFile Case management module
• Produce management information reports

Find out more...

>>The Case Management Solution