Change the Way you Work with Intelligent

Work Allocation

The Business Challenges

Customer-Centric Complex Processes

Mortgage Applications Loan approvals Claims processing

Pension

Claims benefitsPolicyowner services

Customer On-boarding

New account opening

The Business Challenges

The Customer Fulfillment Journey

Customers expect to be able to interact with

their chosen providers through whatever channel they

wish, be it phone, internet, mobile or branch.

From the moment a customer or prospect engages with your

organisation, you need to ensure that their experience is positive and

that you deal with them in a fast and efficient manner.

it can be difficult to get a request to the right person at the right time.

In addition, if back-office processes are slow or inefficient then

improving the initial point of contact can simply lead to backlogs at

subsequent points along the journey.

The Business Challenges

Roadblocks will occur on the customer journey if

back office processes are not set up to deal with

incoming work, for example:

• Processes are typically task-driven and rules-based

and often organised in silos based on product,

geography or specialisation.

• Many financial services organisations are working with

legacy systems which have not been updated to

apply ever-changing procedures and regulations.

The Business Challenges

• Team supervisors are still responsible for reviewing and

allocating work to team members

• Teams struggle to keep up with changing work

practices such as longer working hours, part time and

remote working

• Supervisors want to improve team productivity without

heavy investment in IT

The Business Challenges

Supervisors and team leaders are responsible for ensuring that customer queries and transactions

are dealt with in a timely and efficient manner. In practical terms, they need to know:

• Who is available tomorrow?

• What is each team member’s workload?

• What is the status of each item (step, due date)?

• How much work is waiting to be done?

• What are the priorities?

• Is there anyone on my team with the required skills?

The Supervisor’s Dilemma

The Business Challenges

When manually allocating work items, supervisors have to take a number of things

into consideration:

• Evaluate available information about the work such as the type of work, or key values such as a loan amount.

• Assess who in the team has the appropriate skills to do the work , who is most proficient and may have necessary authorisation levels.

• Review the deadline by which the work must be completed

• Check who is available to get the work done based on team member’s personal calendars and any shifts or rotas in place.

• Examine the existing workload of team members and evaluate any exceptions such as excluding someone who has worked on the case before

Supervisor Considerations

The Business Challenges

But, it’s more than just who is available now. Before distributing the incoming work to

the team, the supervisor also needs to understand:

• What type of work is waiting to be done?

• What skills and proficiencies does each team member possess?

• What authorisation levels are required to complete the work?

• What policies/rules are in place?

In a busy organisation, this can cause the supervisor to become a significant

bottleneck.

Allocation Decisions

The Business Challenges

It’s all about having visibility and control over incoming work and being able to

assign work quickly and efficiently or take corrective action when necessary.

• Who’s doing what now?

• What is the impact of sudden absence e.g. illness?

• When do I need to step in or reassign work?

• Can I verify that the correct rules are being applied?

With increasing spotlight from auditors and regulators, organisations need to be

able to verify that all of their policies and processes adhere to governance and

compliance policies.

Ensuring that supervisors have complete visibility and control helps mitigate risks of

policies not being adequately enforced.

Real-time Visibility

Why Intelligent Work Allocation will

alleviate the burden

Intelligent work allocation will empower supervisors and ensures

that the right work is assigned to the right person, in the right

place at the right time.

Allocating tasks manually simply takes up too much time and

causes stress.

Automatic work allocation will assign work to the right people in the right place at the right time.. i.e. people who are available

to do the work with the right skill set, experience and

authorisation levels, and the ability to handle the workload.

Empowering the Supervisor

Why Intelligent Work Allocation will

alleviate the burden

Implementing intelligent work allocation will empower

supervisors. They retain control and visibility of the process, but

can focus on getting the best out of their team.

• Automatically allocating work based on skillset, type of work,

permissions etc. means that the work is pitched at the right

level for the various team members.

• It enables teams to meet deadlines more easily as urgent

work can be prioritised and gaps in someone’s workload

can be easily identified.

• Allocating work to the people with the right skills &

experience means they are more likely to complete the task

faster.

Improving Team Morale

Teams will feel less overloaded and stressed if work is assigned

to them based on availability, skills and experience.

• Team productivity will be enhanced as knowledge workers

focus on the work they are qualified for and don’t have to

spend time on high volume low value tasks

• Individuals will not feel under pressure or over-worked as the

workload will be allocated fairly across the team

• Staff morale will improve as the workload is spread evenly

across the team

Why Intelligent Work Allocation will

alleviate the burden

Business and Operational Benefits

The primary benefit of allocating work automatically is that it

leads to greater operational efficiency and improved

productivity.

• Reducing Costs - getting more work done with the same resources.

• Fast-track or prioritise work - For example, if a bank wanted to ensure that first-time buyer mortgage applicants were

processed more quickly, they could apply business rules to

ensure that this work was tagged and escalated.

• Speed up processes & improve the customer experience -the organisation can ensure that today’s work is done today

and that customers are responded to in a timely manner.

Improving overall customer satisfaction will be reflected in

Net Promoter Scores and customer surveys.

Why Intelligent Work Allocation will

alleviate the burden

• Implement new policies and procedures - by applying business rules, organisations can easily add new policies or

amend existing ones.

• Minimise the impact of new regulations or policies on the

customer experience - If new rules cause additional steps in a process or require more information to be collected, it is

vital to ensure that these do not negatively impact the

customer experience by causing delays or duplicating

efforts.

• Performance measurement - using automatic work allocation will enable supervisors to quickly see which team

members are most productive and which ones may be

struggling.

Why Intelligent Work Allocation will

alleviate the burden

• Capacity and resource planning - full visibility into processes enables effective decision-making and future planning as a

picture can be built up of how long certain tasks/ processes take.

This will all help deliver a better customer experience – back

office processes can be streamlined and speeded up so that

tasks are processed quickly and efficiently and customers can

be responded to and dealt with more quickly.

Why Intelligent Work Allocation will

alleviate the burden

Closing Thoughts

In a world where the customer is at the centre of many complex processes, intelligent work allocation helps ensure that the business can respond in a timely and predictable manner to requests regardless of

the channel they arrive through.

The ultimate impact of improved productivity and efficiency, empowered supervisors and happier staff

will be an improved journey and a better experience for customers.

Closing Thoughts

• Support the supervisor by giving them the visibility and control they

need whilst removing low value tasks.

• Optimise capacity of existing team members.

• Prioritise work to ensure appropriate response times to your customer.

• Enable customers to engage through whatever channel they wish

• Leverage and integrate with existing systems rather than replace

them.

• Keep business rules up to date with changing practices without

incremental IT investment.

Closing Thoughts

Intelligent work allocation will enable your organisation to speed up and

simplify many processes in areas such as claims, underwriting, lending,

customer on-boarding – and result in a better journey and overall

experience for your customers.

• Fast-track and prioritise certain types of work

• Free up knowledge workers to focus on complex claims or free up

resources to onboard and underwrite a first-time buyer mortgage

• Balance workloads between different levels of knowledge workers

• Keep focus on high value products by ensuring dedicated resource

Zarion Allocate

Interested in finding out more about how Zarion Allocate can help

you gain greater visibility into all incoming work, deadlines, priorities

and staff availability?

View the Zarion Allocate Product Page and Use Cases

Check out our Zarion Allocate animation video:

https://youtu.be/ZS3-jrkJQp8

Zarion Allocate

Zarion Software helps global financial services organisations simplify complex business

challenges and put customers at the heart of their processes.

Our smart process applications and high volume document migration software enables our

customers’ businesses be more efficient and effective. We also help them deliver better and

faster services to their customers, in a demanding regulatory environment.

www.zarion.com

If you’re interested in finding out more about what we do please email us at info@zarion.com or visit our websit.