Balancing Cost and Service in Your Back-Office Operations
A modern back office is finally within your grasp. Learn where to start, how to measure success, and what better looks like.
Automate for Impact in Your Back-Office Operations
The Back Office of the Future is Here
Why should you simplify, modernize and automate management processes in the back office? So you can gain improvements in quality, productivity, and revenue.
Watch the Video.
Where to Start: Desktop and Process Automation
The first step in your back-office journey is visibility into how work is being done. This insight enables transformation and automation.
Watch the Video.
Putting it All Together: Humana
Humana transitioned from a home-grown system to a modern back office. See how they keep pace with growth and optimize back-office operations.
Watch the Video.
Deliver Visibility and Control
Remember the saying, You can’t manage what you don’t measure? Most back-office operations today struggle to get real-time performance metrics due to due to old, disconnected systems and back-office operational silos. Now imagine if you could:
- Understand your true capacity to get more work done with the same team with less overtime.
- Deliver goods and services to customers accurately, on time, the first time.
- Automate and streamline processes to meet regulatory requirements.
Modern back offices don’t just imagine it, they do it.
Below are three real-life back-office success stories.
Measurable Metrics
The era of the spreadsheet-powered back office is over. Modern back offices capture real-time data to understand who is doing what, when, and for how long. They translate that data into measurable metrics that drive behaviors and outcomes.
Increase Employee Productivity.
What’s the difference between measuring employee productivity versus the “amount of work produced?” Read the executive perspective: Your Workforce: An Underperforming Asset?
Meet Service Levels Goals
This case study explores how NHS Business Services Authority Pensions increased capacity and resource utilization by 29 percent, resulting in significantly faster turnaround times and reduced outstanding work.
Improve and Automate Management Processes
Robotic Process Automation (RPA) can help reduce back-office costs and improve compliance, quality, employee productivity and capacity. How do you decide which management processes to streamline or automate? Read Prioritizing Your Organization’s Processes for Automation Executive Perspective.
Solutions to Help You Succeed
Desktop and Process Analytics: Facilitate compliance, address data privacy requirements, and gain real-time visibility into agents’ desktop activities to improve employee productivity, reduce back-office costs and enhance the customer experience (CX).
Performance Management: Capture and aggregate performance data across multiple back-office systems while providing a unified framework of scorecards and dashboards for tracking, performance; giving employees the real-time feedback they crave.
Work Manager: Automate the allocation of work, using historic and predictive intelligence to enhance employee productivity, speed turnaround times and meet service goals in complex back-office transaction processing environments.
Robotic Process Automation: Automate tasks and processes to improve employee productivity, cut costs, reduce errors, and offload repetitive, rules-based tasks so back-office employees can focus on more value-added work; increasing engagement and job satisfaction.
Workforce Management: Reduce the risk of overstaffing, overtime, and shrinkage in the back office by automating forecasting and scheduling and intraday workload balancing to maximize resource utilization while providing employees with the schedules they prefer and flexibility they need.