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Business Needs:
Cases and queries for certain products are managed by multiple teams which include:
Onshore Team
Offshore Team
The offshore team responds to the issues raised and post a certain period, the tickets raised are handed over to the onshore team, and vice a versa. The major challenge with the RRD Team was to ensure a smooth, error-free, and automated routing of cases to either teams from the other team.
“Our concern is that if a case starts out with our offshore team, we won’t be able to have it automatically routed to our onshore team.”
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Solution Highlights:
RRD Team was extensively involved with analysis and process re-engineering for the client. After rounds of business process understanding with the Service teams involved, we presented a solution to deploy an enhancement to the ‘Reassign Case’ feature of the product. It was ensured that it comes out as a seamless integration with the existing systems and other tools being used by the client. This was made easy because of RRD’s capability of offering an open platform feel to its customers. The functionality hence developed triggered the changes made in assignment group, and teams were able to assign and transfer ongoing cases to the other teams after a defined time, effortlessly
Results:
The implementation of the automated workflow has benefitted the Service teams, and more prominently, the customers who can now be contacted on the go
Reduced burden on BPO teams of the client which helped them scale exponentially and optimize their case handling processes to a great extent.
Automation ensures minimal error in case handling and ease of switching between different geographically dispersed teams.
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