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Solutions for Back Office Operations
Balancing Efficiency and Effectiveness in Back Office Processes
Operations managers in departments such as finance, claims processing and manufacturing face a difficult challenge. One on hand, they face continuous pressure to increase operational efficiency and reduce costs - increasing the volume of transactions completed by each employee. On the other hand, there's increased pressure on business effectiveness - measured by process quality, issue resolution rates, customer satisfaction and meeting regulatory compliance requirements.
Consistency, Accuracy and Throughput
The key to optimizing the efficiency and effectiveness of back office processes centers on the quality and consistent execution of the underlying people-intensive business processes. People-intensive processes are processes that require decisions, analysis or manual navigation by people at one or more steps in order to complete the process. For example, in the insurance industry, the claims processing and resolution processes are examples of decision-based processes that require people's knowledge and interaction. The Iontas Focus solution provides a platform to increase the visibility, consistency and control needed to optimize the efficiency and effectiveness of key people-intensive back office processes throughout the organization.
Process Challenges
Solution Capability
Many back-office procesess span multiple employees, departments and software applications, with manual navigation of these applications required to complete the process. This complexity makes it difficult to get an accurate view of the specific actions that are occuring from process start to finish. The Focus automated process discovery capabilities provide visibility into the interactions of people, processes and applications throughout the back office, with insight into the main process flows, variations and exceptions.
Focus provides visibility into best practices of top performers. Our automated process guidance can ensure that all employees follow the best practice process, improving operational consistency and quality and boosting employee productivity throughout the organization.
Many people-intensive processes require employees to do manual research, searching across multiple applications for the needed data. Iontas process guidance can automatically interact with the underlying applications to present timely, contextual information to the employee, leading them to specific application screens, reducing process bottlenecks.
Many processes are undocumented, or the current documentation is outdated - with actual process knowledge passed down from employee to employee. Focus discovery solutions provide an accurate record of the actual process flows and process best practices as executed by the employees. This "system of record" continuously updates to show current process reality as the business needs evolve.
Focus will guide employees through best practice process steps proven to complete the process on the first touch. Process monitoring can escalate issues to management for real-time resolution if the processs is not being completed correctly.
Employees in people-intensive processes often jump repeatedy between applications as they execute the process, impacting performance and introducing opportunities for errors. Focus is compatible and symbiotic with your underlying applications, and will guide employees to the specific application screen for the process step, eliminating unproductive toggling and searching between applications.
Focus will automatically propagate common data elements through all applications in the process, eliminating data re-keying, increasing employee productivity and eliminating data entry errors.
Focus process guidance leads employees screen-by-screen through best practice processes, significantly shortening ramp-up time for new employees or new processes. Custom prompts and training points can be delivered to the employee desktop in context with the current process issue.
Many processes must meet compliance standards for either performance or process quality. Focus creates a "system-of-record" of process execution, documenting the actual steps followed in the process, the data that was entered, as well as creating a log of actual performance metrics.
PFocus seamlessly integrates with your underlying application infrastructure. Process tuning is easy and does not require complex programming.
