Streamlining customer and employee experiences
As companies focus on the possibilities of digital transformation , many are realising that these efforts must go further than just what is visible to the outside world . Transformation demands more than just embracing new customer channels or demonstrating new technologies . Organisations must transform processes – the ways in which customers are served , promises are fulfilled , and operations run .
Robotic process automation ( RPA ), AI , and intelligent automation is key to this strategy , but must be delivered within a total process framework . Alignment across organisational silos , thinking end to end from a customer ’ s perspective , and establishing capabilities for rapid development and design thinking are at the core of transformation . Your success depends not just on automation , but also on managing exceptions and optimising human resources .
Combining existing operations with the potential of emerging technologies , like AI and RPA , through advanced workflow will deliver operational transformation results at scale . An automation first approach can ’ t be focussed solely on cost reduction but is viewed as an integral part of designing and implementing customer and employee experiences that are streamlined and remove friction . This is at the heart of e5 Workflow ’ s Priority Processing solution .
How does this work ?
Many managers are expected to cope with increasing workloads and a shrinking workforce , so we created a configurable enterprise workflow platform , with industry solution templates , to help organisations manage high volumes and consistently deliver increased productivity .
Wrapping e5 ’ s capabilities around the core organisational technology reduces operational complexity because each journey is directly linked to an end to end process , covering each of the parts that contribute to providing the outcome for the customer . These journeys can be as simple as a straight through travel insurance application , to complex long running commercial claims that span time and include many contributing actors . This brings businesses visible service level control , leading to improved customer and employee experiences while reducing backlog and costs .
Maintain Service Levels
Ensure Compliance
Manage Costs
The ability to link the parts of a complex journey such as a web app , email , administration system , operational staff , external vendors , document generation and customer communications , is the optimal way to approach digital automation . The reasons for this are that you are able to take full control of the customer journey independent of the number or types of touch points . It allows you to measure the entire journey from multiple aspects - overall and unitbased service costs , complexity , SLA and KPI . This ability also gives you clarity and peace of mind through accurate work in progress management , extending to accurate forecasting and identification of areas of improvement to focus investment .
‘ Cover-More is one of the many organisations that have chosen e5 Workflow to reduce complexity , empower employees and deliver customer promises .’
e5workflow . com
With over 29 years experience , e5 Workflow is a trusted digital business platform and leader in digital operational automation , digital transaction management , workflow and document automation . Our platform and implementation scalability ensures that we deliver cost effective value to all our customers . Our technology independence , talented people , and extensive partner network , enable more than 50 private and public sector organisations to deliver improved customer service every day .