Case Management

Case Management is proven to deliver productivity improvements of between 30% and 50%. It creates a consistent approach to business processes and is one of the few ways to guarantee a return on investment by reducing manual effort and automating the routing of customer service requests based on business rules. The Phoenix Case Management solution delivers both increased productivity and compliance through our unique application of Image and Workflow technology.

The Phoenix m² / e² Case Manager is designed to provide complete end to end process control through the provision of document management and workflow functionality in a case management application. The solution can be deployed in a range of customer service environments to provide consistency, control, visibility and accountability of all actions and interactions with customers or other third parties.

Workflow is used to create consistent process maps and promotes the deployment of best practice. It facilitates greater process automation, end-to-end control and better visibility of the cases being processed. Cases are prioritised based on the type of process and escalated based on service level agreements.

The introduction of image technology further increases the savings attainable as the creation of an electronic case file removes all of the constraints associated with paper files and allows organisations to focus on designing the most efficient and effective business processes. The distribution and tracking of documents is handled instantaneously as the system automatically routes documents to the correct user or team.

The Phoenix Case Management solution is an end user application that is flexible and configurable and includes all of the functionality required to track and manage a case from creation through to completion. The solution is applicable to any customer service department in a variety of business environments and has already been deployed to deliver:

• Life & Pensions Administration
• Claims Management
• Asset Management / Property Portfolios
• Complaints Handling
• New Business Applications

The solution is successfully used by a number of high profile customers including AXA Life, RSA, Winterthur Life and FirstAssist.