departments were ad-hoc in nature resulting in severe delays for the end customer ... of cases upon receipt of fax, emai
Orchestrating the Digital EnterpriseTM
At the Heart of Enterprise Case Management Success
Streamlining Back-Office Operations for a Leading Financial Services Group 195991493 Synopsis Incessant Technologies, an NIIT Technologies Company, along with Pegasystems was instrumental in the strategic implementation of the Client's multi-million dollar Enterprise Case Management program being built on the PRPC-CPM. Our Business Analysts contributed in the Inception/Elaboration phases to elicit and finalize the requirements using DCO (Direct Capture of Objectives) sessions for individual process streams. Our Lead System Architects and Senior System Architects designed and led the Construction/Transition phases.
About the Client Our client had a very strong focus on business process improvements in their existing 60+ back-office operations with the objective of achieving improved efficiencies, reduced FTE (Full Time Equivalent) and reduced turnaround time in handling cases being generated through different channels of interactions. The client had taken a major step forward toward Pega based Case Management implementation to be executed and delivered in a factory model as parallel process work streams.
CASE STUDY
Business Challenge The client had more than 60 back-office processes that were performed by multiple employees with very minimal automation. The hand-offs between different back-office departments were ad-hoc in nature resulting in severe delays for the end customer. There was a persistent need to achieve cost and time efficiency since implementing such a large number of processes in a traditional way was destined to be extremely lengthy and resourceintensive. The client wanted a single, unified Case Management approach for all the back-office processes with a common reusable framework in place. There was resistance from Process workers in adapting to such a large-scale transformation initiative. Overall, the goal was to achieve 20-30% FTE reduction in back-office processes.
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Our Solution
Our client chose Pega-PRPC as the ECM tool to implement all the back-office processes. Here is a snapshot of the main features of the solution:
Each process was time-boxed to be delivered in a record 17-week cycle. Web Retail Banking
Life
Phone Wholesale
An initial framework (called Foundation) was conceptualized and delivered in order to provide a basic set of Business Services and Utility Services to all the subsequent 'consumer' processes in a consistent way. This ensured that all the processes (executed by different Project teams) implemented similar functionalities in the same way resulting in maximum reusability.
Email
Scan
Pension & Insurance
Wealth
Operations
Process 8
Process 7
Process 6
Process 5
Process 4
Process 3
Process 2
Process 1
Pega Foundation Channel Services
Pega Foundation Integration Services Service Oriented Architecture (Database, SAP, Legacy Systems)
The 'Foundation' process provides a set of basic Business Services and Utility Services Auto creation of cases upon receipt of fax, email, scanned mail, online, and internal event trigger.
It provides all the processes with the ability to create, search, process, approve, close, or re-open a case.
It allows the cases to automatically route to the designated process queue based on the indexed meta-data while scanning.
Individual process implementation teams were insulated from the Integration and Design challenges so that they could focus solely on the business process improvement for their stream.
Delivering More Value
More Savings: Fixed time/cost for each process resulting in no overruns. 50% reduction in error rate where manual checks were being performed. Post Go-live, FTE reduction by 20% on an average for each of the back-office processes.
More Speed: Quicker turnaround (from days to hours) for the end customer whenever back- office processes were involved. Better and real-time MI available for the Process Sponsors. SLAs managed by the system.
More Automation: Simplification and automation of manual/semi-manual processes was possible.
The Incessant Technologies Advantage Pega’s System Integration Partner & authorized Pega Upgrade Partner 200+ successful BPM implementations & 1200+ person years of rich BPM experience Proprietary BPM software delivery methodology, Incessant Delivery Assurance (IDeA) Unique Diamond project staffing model with 70% seasoned resources on projects versus industry standards Unique One year Talent Onboarding with Technical & Domain enablement before project go-live
For more information, write to
[email protected] © 2016 Incessant Technologies. All rights reserved. Incessant Technologies, an NIIT Technologies company, is a leader in Digital Integration and agile delivery of enterprise iBPM solutions. Differentiated on the quality of our highly certified and seasoned BPM consultants, Incessant empowers organizations to exceed business outcomes globally. With proven expertise in designing and building cutting-edge solutions involving iBPM, CRM, Case Management, API Management, and Middleware, Incessant has developed innovative go-to-market solutions leveraging partnerships with leading platforms providers like Pegasytems, Appian, Akana, CA and Adobe. With a focus on Financial Services, Insurance, Travel & Transportation, Government, and Manufacturing, Incessant delivers significant value to global customers. Visit us at www.incessanttechologies.com Stay connected: https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies https://www.facebook.com/IncessantTechnologies
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