A leading financial services organization was struggling with huge amounts of manual work within Debt Management. By building automated workflows and case management using intelligent automation we provided flexibility, reduced complexity and increased productivity and accuracy.
Our client: A leading European financial services provider supporting clients through the loan lifecycle.
Multiple teams were able to access the same process and workflow enabling greater consistency, boosting productivity and increased customer satisfaction.
From brief to implementation, our solution delivered flexibility, reduced complexity and increased productivity and accuracy in 4 months.
Our solution maximized operational control and confidence by improving compliance, accuracy, reporting, visibility, and reducing processing time.
Legal Enforcement is complex containing multiple sub processes and different departments both internal and external. Within the processes there are different actions that must be completed depending on what task is required and there is lots of interaction between different stakeholders to ensure that cases can flow from case creation through to resolution.
The current process was manually worked with multiple online and offline excel trackers. Therefore, it made the process difficult to manage and obtain clear visibility of the current workflow, was incredibly time consuming and resulted in inconsistency within the process.
Roboyo created an end-to-end Legal Enforcement process map by building multiple Workflows. The Process would start with case preparation by collecting a few basic pieces of information and then move to the selected sub-process.
Users were given the ability to pend cases for specific reasons which allowed them to seamlessly manage their workflows. We built reporting that enabled managers to see what was where, why and for how long including built-in automatic reminders to avoid due dates being missed.
By creating case transfer functionality that allowed cases to move from one user to another there was a clear audit trail, something they had not had before and were delighted with.
An email listener was created to automatically attach email responses to cases, notify case managers of a response and update the case status to acknowledge the response. We also created functionality to allow users to send emails using pre- defined templates to save time and ensure accuracy and consistency of correspondence.
The organization now has a workflow which moves cases to defined stages as the user performs tasks. Providing greater visibility of their entire workflow and a predictive forecast for when tasks and cases would complete meant they could report on current position and provide additional insights to aid future decision making.