Process Intelligence

Business Needs

On-Time Delivery | SLA Monitoring | Dynamic Workload | Order Processing | Fraud Detection

Dynamic Workload

Meet SLAs with greater flexibility

Customers want you to process requests and complaints quickly and deliver personalized service. That’s why they stipulate SLAs and set timeframes for order processing. This presents a challenge when employees are involved to process related documents, review facts and advise customers. If, for example, an employee is on leave and more requests or documents come in than expected, the situation can easily lead to capacity bottlenecks. Unprocessed documents collect, and your company's resources reach their limit. As a consequence, it’s more difficult to adhere to SLAs. Costs increase, and customers become dissatisfied.

Avoid this scenario by applying real-time analyses and dynamic workload with our PI solution.

Step 1: See

Analyze KPIs, such as cycle time, wait time in the mailbox and processing time in real-time. At the same time, monitor the distribution of incoming documents and current capacity utilization. Use dashboards to visualize results based on individual requirements to keep track of all current processes and KPIs.

Step 2: Act

Depending on the result of the real-time analyses, you can proactively intervene. For example, you can deploy substitutes or flexibly adjust team structures. Assign incoming documents directly to the corresponding teams and employees, taking into account qualifications and current load distribution. This ensures the right employee with the right skills gets the right document at the right time. As a result, your company uses its resources more effectively while reducing cycle times and meeting SLAs.

Step 3: Forecast

All work assignments are archived and can be accessed at any time for data analyses over a prolonged period of time. By comparing historical analyses with current data, you can derive trends, identify bottlenecks of unprocessed documents and arrange for counter measures. Thus, you ensure better utilization, which, in turn, results in more satisfied employees and overall cost reduction.