We live in unprecedented times where businesses struggle to meet ever-changing customer needs and hectic market circumstances. Are you tired of seeing your profit margin decrease each month? You are not alone. A lot of companies are facing similar challenges today. The good news is there are some small steps you can take to stop this trend and accelerate your company growth without heavy upfront investment.
Here are some digital capabilities that you may consider implementing first:
1) Process Automation
You can reach 80% of your immediate business goals through bite sized process automation initiatives, such as auto-populate specific forms, auto-create and fill out pages or fields, retrieving customer records or third party data components from different systems through one click, and so on. Or eliminate boring human tasks like unnecessary or repetitive routine actions that can demotivate your staff, like copy & pasting data between systems or filling out data fields that should be auto-populated. This way you can start small and reach great efficiency on day one with lower risk. And when we say Automation, do not think about years-long IT developments or end-to-end Business Process Reengineering. These processes can be easily changed by non-technical, business users to adjust workflows in real-time.
2) Digitalized documents and auto-indexing emails
These can save valuable time and eliminate human errors while enabling you to find any data you seek. Digitalized documents are stored in a central repository that allows for easy sharing and can be attached to related tasks or cases dynamically, so that you do not need to store and send multiple copies of them across your IT infrastructure. Often, companies maintain two or three different platforms that can be incorporated into one well-designed solution. This creates a single point of information while minimizing the required storage capacity and eliminating controversial parallel copies.
3) Advanced reporting features
Reporting has become a crucial part of all businesses. The effectiveness of business reports is based not just on the data quality but also on how easily you can find, extract and aggregate the key data components that are often stored in a different format. A unified reporting solution that also unifies the source data formats across various systems can help administrators and managers immediately oversee their operational KPIs and help them optimize productivity, reduce cost and increase customer satisfaction at the same time.
4) Letter & email templates
Templates created and stored on your platform can be designed and saved for specific case types or customer records using the right Case Management system. After the necessary documents are created, these intelligent systems can automate the distribution, post processing, prioritization and assignment of any documents based on editable business rules that can help you orchestrate all case work across your company in a fully automated manner.
5) Real-time dashboards
Comprehensive dashboards always come in handy when you need to stay informed or make a business decision based on critical business KPI changes. Not all Case Management systems have such an embedded capability that can be critically important in certain operational circumstances. A good dashboard can consolidate or even federate various data sources and guide decision-makers to draw conclusions based on multiple criteria. And this decision guidance can be quite different based on various operational circumstances and the decision makers’ roles and primary KPIs. Imagine how effective it could be when a Back Office operation manager can have an active snapshot of all open, in progress and closed case types across different resource groups in real-time. Along with analytics, this feature can help you make quick and even long-term strategic decisions.
Designing automated form population, email sequence routing, and assignment rules can eliminate repetitive, time-consuming work that equates to additional revenue growth. Eliminating seconds and minutes of work throughout the day per employee may not sound like much but think about a system designed to do this for 10, 10K to 100K+ employees continuously across the year. The accumulation of time can add hours, days, or even weeks of additional productivity while resulting in quicker handling time and better customer experience.
An additional benefit is that employees feel more satisfied when they can efficiently accomplish and resolve work-related tasks.
If you want to learn more, we can help you discover and design the most optimal solution for your business through a free consultancy. Click here to start your journey.