SLAs – sorted at scale
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.
- 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.
Identify high risk cases and plan capacity to meet caseload demand in real-time.
All your cases in a single view, plus time vs. effort spent, see where cases are held up or stalling.
Better reporting. No more wasting time compiling reports or making decisions on the fly.
Release the hidden capacity within your teams and transform the way you resource SLAs.
IN 1ST YEAR
NPS SCORE OF 8.8
OVER 4 YEARS
IN FIRST 9 MONTHS
REDUCED CLAIMS BACKLOG BY
SUPPORTING CX GOALS
REDUCED FRAUD LOSSES BY OVER
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.
We support you throughout the onboarding process with professional coaches who have also held significant operations roles.
The AOM Academy supports your teams to gain a professional qualification. Over 10,000 people are qualified in AOM.
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.
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.