Business Problem

We are a society with close to a million members. Each day we receive over 1,000 calls resulting in hundreds of new cases. We needed a case management solution across multiple back-end systems and provide a place for members to update key pieces of account information themselves.

Process Players

  • Phone representatives and managers
  • Members

Process Steps

A BPM platform was used to create a “highway” for back-end systems to provide member information in one place. We also created a portal where members could log-in to enter their information and have it be automatically updated in multiple places behind the scenes.

Process Benefits

Before BPM our case management system forced our processes to be driven by system limitations. Now, business needs drive our processes. We’ve also cut down on the amount of time our representatives spend on update requests as they’re now handled directly by the customer.

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