SLAs – sorted at scale
Home >
Does your case management system leave you with gaps in the data and insight you need to manage?
Do you know which cases are in danger of missing SLA in enough time to correct the situation?
Can you accurately measure the performance of your case working teams and their team members?
Are you unsure how to allocate people and cases to maximise case completion?
Do you struggle to understand which cases are consuming excessive effort and dragging down performance?
Are you uncertain if you have the capacity and skills in place to meet SLAs next week, month or quarter?
Data driven decisions you can trust
CaseWorkiQ is the pinnacle of modern SLA management for heavy caseloads in banking, insurance, and healthcare.
Imagine a day, when these questions (and more) are no longer keeping you up at night. When your data is trusted to serve you the answers, in-the-moment that you need them.
The ActiveOps data model is a unique blend of 15+ years of intelligence gained by collecting and analyzing service operations data, and your own real-time live data. This is the power within our AI – it already knows, so you can start making intelligent decisions quickly.
CaseWorkiQ – fast-acting intelligence for your critical case working teams.
Take control of your SLA management in real-time and know exactly where you are and what you need to do. Redeploy capacity and assign skilled resources to at-risk SLAs. Never miss an SLA again.
Product Features
- Understand case effort
- Match resources to caseload
- Live status
- Visualize case flows
- Case SLA tracker
- Measure all activities
- Identify bottlenecks
Measure time spent by case and task. Gain accurate case-effort metrics, which enable performance measurement, optimization of case-load across people/teams and headcount planning.
Automated forecasting of work-levels, capacity and performance levels. Balance allocation of cases to people and teams to maximize performance and completion of work within SLA.
Real-time view of your team and what they are working on. Make better decisions about how to utilize your team to meet SLA deadlines.
Drill into the details of every case. Who did what, when, and how long did it take? How many hand-offs occurred? Did errors lead to rework? Steer cases to a successful outcome and turbo-charge your process improvement projects.
A real-time view of every case and its progress relative to SLA. Identify cases at risk of breaching SLA. Spot cases consuming inappropriate effort.
Single currency to measure people’s performance across all spectrums of work, including skill sets and quality measures.
Identify all the bottlenecks in your processes to help you consider the next action required to move the case forward.
More control
Identify high risk cases and plan capacity to meet caseload demand in real-time.
More visibility
All your cases in a single view, plus time vs. effort spent, see where cases are held up or stalling.
More accuracy
Better reporting. No more wasting time compiling reports or making decisions on the fly.
More capacity
Release the hidden capacity within your teams and transform the way you resource SLAs.
AVERAGE
CAPACITY GAIN
20%
IN 1ST YEAR
NPS SCORE OF 8.8
INCREASES TO
74.81
OVER 4 YEARS
SAVED
£7M
IN FIRST 9 MONTHS
REDUCED CLAIMS BACKLOG BY
85%
SUPPORTING CX GOALS
REDUCED FRAUD LOSSES BY OVER
£1M
ANNUALLY
AOM – our foundation for delivery
Technology alone does not drive fundamental change. AOM (Active Operations Management) is our proven and much loved methodology that is focused on driving long-term sustainable results and significant incremental gains. It is the foundation on which our products are built and continue to be developed to ensure organizations can readily enact on the decisions recommended by our software.
Training
We support you throughout the onboarding process with professional coaches who have also held significant operations roles.
Certification
The AOM Academy supports your teams to gain a professional qualification. Over 10,000 people are qualified in AOM.
Engagement
Our Customer Success Team is always there to support you – help you question the data, consider the recommendations and consider the implications. They have also held significant operations roles.
Empowerment
AOM will become a significant part of your power. It will enable you to implement a common language and deliver accurate and meaningful numbers back into the business, and increase engagement across your teams.
OPS TRACKER Q3 2023
Performance tracker for operations
Ever wondered how your stats stack up? Our quarterly performance tracker will help give you market context and ignite a desire to optimise all the five levers in your teams.
Discover how we can help you:
Meet all your SLAs
Improve decision-making
Support capacity and skills planning
