Redefining the Limits of Operational Excellence
As your market and industry becomes increasingly competitive, it’s vital to push the boundaries of your own internal processes and resources to maximise the potential returns of your company. Case time recording, while being a mainstay traditionally for businesses in the past, has arguably had its day, and is less beneficial than other approaches.
As an emerging leader in workplace optimisation, we at Corporate Modelling OPX have taken the time to outline the benefits of workflow orchestration over more archaic solutions for optimisation of your back-office operations.
Understanding the Difference
Case Time Recording systems focus on logging the time agents spend on each case. Other Solutions require agents to manually record their time, which can be cumbersome and more prone to inaccuracies. This method provides basic analytics on time spent but lacks the sophistication to optimise workflows dynamically.
Workflow Orchestration, on the other hand, is a holistic approach that automates the distribution and management of tasks. Corporate Modelling OPX exemplifies this by sitting above all back-end systems and workflows, ensuring seamless coordination. It not only tracks cases but intelligently directs them to the appropriate agents or processes based on various factors like skill level, priority, and agent availability all in real time.
The Benefits of Workflow Orchestration
1. Intelligent Routing with AI
Workflow orchestration leverages Artificial Intelligence to analyse incoming service demands. AI algorithms assess each case’s specifics and direct it to the correct team or process. This ensures that cases are handled promptly by the most qualified individuals, enhancing efficiency and customer satisfaction.
2. Elimination of Failure Demand
In case time recording systems, agents may record time against cases they cannot work on due to missing information, skills or prerequisites—a form of failure demand. Workflow orchestration eliminates this inefficiency by presenting only the cases that are ready to be worked on by that agent based on their skills. Agents no longer waste time on unproductive tasks, leading to better resource utilization.
3. Automated Work Allocation
Corporate Modelling OPX’s “Get Next” feature automates case assignment, removing the burden of manual time recording from agents. This automation not only reduces administrative overhead but also minimizes the risk of errors associated with manual data entry. This of course can also link multiple cases for an agent to process at a single time again reducing the agents effort by not having them navigate existing back office solutions multiple times sequentially.
4. Prevention of Cherry-Picking
In environments with multiple back-end systems and workflows, agents might cherry-pick tasks, leading to imbalanced workloads and potential delays. Workflow orchestration systems oversee all workflows, ensuring equitable distribution of tasks and preventing agents from selecting only preferred cases.
5. Enhanced Analytics and Insights
Both case time recording, and workflow orchestration systems provide analytics, but the depth and actionable insights differ significantly. Workflow orchestration offers fine-grained data on service demand, case handling times, and agent utilization. These detailed analytics empower organizations to make informed decisions, optimize processes, and identify areas for improvement.
6. Integration with RPA and Other Technologies
Workflow orchestration systems can route cases to Robotic Process Automation (RPA) agents where appropriate. This integration automates repetitive, time-consuming tasks, freeing up human agents to focus on more complex issues. The result is increased productivity and a more efficient use of resources. Often these enhancements can be done at the orchestration system level without impacting the existing core back-office applications.
7. Quality Control
Workflow orchestration systems can provide advanced quality control allowing cases to be picked based on various criteria such as risk , agent skills levels etc and routed for QA which will reduce failure demand and free up more agent capacity as well as beneficially improve agents skills over time or identify the need for additional training.
Real-World Scenarios
Consider a company with several back-end systems and diverse workflows. Agents using a case time recording system might spend valuable time deciding which case to work on next or might choose tasks that are easier or more familiar. This can lead to inefficiencies and delayed responses to high-priority cases.
With a workflow orchestration system like OPX, the orchestration layer sits above all existing systems, managing and prioritizing tasks across the board. Agents receive the most critical and suitable cases automatically, ensuring that all tasks are addressed promptly and appropriately, even if a high priority case just came in in the last few seconds it can jump to the top of the queue.
The Future is Data-Driven
In optimisation, data is everything. Workflow orchestration provides more granular data on service demand, case handling, and agent utilisation than case time recording ever could such as providing analysis and optimisation by product or product features , customer types or services. This wealth of information is invaluable now and will become even more so as AI continues to advance.
Organisations can leverage this data to:
• Predict Trends: Anticipate future service demands and adjust resources accordingly for example using OPX AI driven capacity planning.
• Improve Training: Identify skill gaps among agents and provide targeted training.
• Enhance Customer Experience: Reduce wait times and improve service quality by ensuring efficient case handling.
Conclusion
Workflow orchestration stands out as a superior solution for optimizing back-office operations. By intelligently directing cases, reducing administrative burdens, preventing inefficiencies like failure demand and cherry-picking, and providing deep analytical insights, it transforms how organizations manage their workflows.
As AI technology progresses, the benefits of having fine-grained, actionable data not only about the demand but the details about the types of demand will only amplify. Embracing workflow orchestration today positions organizations to not only optimize current operations but also to adapt seamlessly to future advancements.
Ready to transform your back office operations? Consider implementing a workflow orchestration system like Corporate Modelling OPX to unlock unprecedented efficiency and productivity.
Schedule a call today to speak to our expert team.