Our customer is an Australian leader in integrated telecommunications, delivering cutting-edge communications, information technology and entertainment services.
The Challenge
The company introduced a new ERP to replace the company’s billing system. Although the ERP featured a case management (CM) module, it wasn’t fit for purpose. The module was non-configurable, meaning any changes to the organisation’s complex approval workflows would require lengthy and costly development work.
Reverting to their previous CM processes was not an option either, as it relied on old technology that struggled to handle company workflows, couldn’t be used outside Internet Explorer, and couldn’t integrate easily with the new ERP. The legacy system required manual data entry from emails and paper-based forms, which was slow and subject to errors. The organisation needed a bespoke CM solution that could automate the approvals process, enable users to manage the full range of cases easily and integrate seamlessly with the new ERP.
The Solution
With the help of PhoenixDX, the company built a robust new Case Management (CM) solution in just 5 months. The new application allows the administrator to configure an automated approvals matrix that eliminates manual handling and allocates workflows to authorised users according to value and case type (i.e. adjustment, collection, insolvency, credit, legal and mercantile). Approvals can go all the way up to the CEO if the values necessitate. The automated process cuts the time to change the approvals matrix from hours to minutes.
“If we wanted to make a change previously, it would take anywhere from 24 to 36 hours. So now we’ve got the ability to do it ourselves. It literally takes me 5 minutes. That’s a significant efficiency.”
– Senior Business Analyst, Integrated Telecommunications Provider
The self-service solution allows Case Management Executives (CMEs) to quickly initiate, view, edit, approve and administer their cases. It shaves at least 5-10 minutes off creating each case or action, delivering significant time and cost savings. The solution enables CMEs to handle a broader selection of case types more effectively. It’s fully auditable, allowing decisions to be tracked to their source for compliance.
“The feedback we’ve had from users is that it’s far simpler (than the legacy application), and they are really happy with it.”
– Senior Business Analyst, Integrated Telecommunications Provider
Results
- Seamlessly integrates with the new ERP, extending its functionality
- Reduces time taken for administrators to make changes to the approvals workflow from approximately 36 hours to 5 minutes.
- Cuts 5-10 minutes off users creating each case or action, increasing productivity & saving time & money
- Self-service functionality reduces the need for operational support by 6-10 days per year.
- Reduces development time and costs for enhancements by approximately one-third.
- Eliminates manual handling and associated errors.
Why PhoenixDX?
“I've worked on a number of large-scale projects, and this is probably the smoothest implementation that I've experienced. I've been very happy.”
