The smarter way to manage case-based work and teams.
Focus on the right cases, at the right time, forecast and plan capacity intelligently, and demonstrate compliance.
Leading and managing teams responsible for case-based work is challenging. The complexity of these types of workflows makes it difficult to measure, forecast, and plan capacity to ensure that enough resources are available to complete the work within committed service level agreements (SLAs). In highly regulated environments, not meeting deadlines or being unable to demonstrate compliance exposes the organisation to risk of fines, reputational damage and more.
CaseworkiQ is a workforce management solution specifically built to support back-office operations processing case-based work. It enables operations to make better decisions using detailed, actionable insights and planning capabilities. As a result, operations can manage and prioritise cases better and forecast and plan capacity to meet service level and regulatory commitments, bringing control to operations and reducing risk and costs of non-compliance.
Numbers can be overwhelming. That’s why we speak human.
Let CaseworkiQ help you better tackle your caseload and reduce the risk of SLA and regulatory failure.
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Provide an early warning system
Manage the risk of failing to meet service level agreements by identifying which cases to prioritise. Real-time insights enable managers to focus resources on the right cases, at the right time, to maximise their close rate while avoiding the costs of failing to meet SLAs and regulatory commitments.
Optimise planning to manage backlogs effectively
Plan resources to meet caseload demand and clear backlogs by accurately forecasting the capacity required to complete cases within SLAs. Equip case teams and managers with the insights they need to identify the cases with the highest risk of SLA failure and prioritise accordingly.
Demonstrate control and resilience to regulators
Get a detailed compliance thread showing a comprehensive view of actions and timeframes across all touchpoints for every case. Clearly demonstrate to regulators how the organisation is deploying the optimal level of resources to meet regulatory obligations at any time through powerful capacity forecasting and scenario planning.
Improve productivity to complete more work, faster
Release an additional 20-25% capacity by using actionable insights to manage and optimise performance and improve productivity at individual and organisational level. You can use that resource to reduce case backlogs, improve service level agreements, or invest in upskilling and cross-skilling your people.
CaseworkiQ helps bring visibility, predictability and control for case-based work
Know Your Customer (KYC), Anti Money Laundering (AML), Mortgage processingFind out more
Claims and complaints processing
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Instant SLA monitoring and detailed case insights
Get a real-time view of your cases and their progress against SLAs to ensure the operation is safe. Use interactive dashboards to identify which cases need attention or intervention now, and to take a closer look at what goes into delivering a case with an in-depth analysis of every touchpoint: when it happened, who did it, what they did and how much effort it took to complete. Full visibility of case progress enables better control to deliver on plans and targets.
Cases are categorised to help you easily identify activity profiles of different types of cases to highlight bottlenecks within process and potential opportunities to upskill your people.
Effort distribution of cases
Get an instant, comprehensive analysis of how effort is distributed across cases. Understand the arrival pattern and variation of work to ensure you always have the required level of resource with the right skill set to match your workload.
Instant average handling times analysis
Calculated handling times for both cases and tasks provide the required insight to support effective long- and short-term planning of resources.
Key production metrics to manage performance
Detailed real-time dashboards help you manage performance of individuals and teams consistently through standardised productivity and utilisation measures.
Fast, data-driven capacity forecast and planning
Plan with confidence so that workloads are balanced effectively to meet SLAs during peak periods while releasing surplus capacity for other tasks when work volumes are lower.
See CaseworkiQ in action.
Want to see what CaseworkiQ does and find out more about the potential it has for your organisation. Fill out the form and one of our experts will get in touch to give you a demo.