In any list of enterprise objectives, the following appear over and over:

• Efficiency
• Productivity
• Business Agility
• Responsiveness
• Customer Focus

Success in achieving these objectives requires a holistic approach to operational improvement given the growing number of customer interactions or “touch points” that are now part of enterprise processes.

Work Item Management™

Work Item Management (WIM™) from Concurrent Technologies is the Case Management Tool that provides a single view into all data, files, tasks, actions, collaborations, and history involving a specific investigation, incident, service request, or process. WIM supports the delivery of a consistent customer experience by monitoring touchpoints and business workflows, identifying situations that negatively impact customer satisfaction and organizing the enterprise-wide response.

The Challenge

Delivering a quick, consistent customer experience remains a major enterprise challenge. Each interaction with a customer is a Case or instance where your company has the potential for success or failure. How are you tracking that interaction?

Customer touchpoints are increasing and growing more complex to include the phone, e-mail, Web site, chat, IM, Social media and more. How are you integrating those experiences?

Customer demands are changing: post-Baby Boom generations raised on new technologies have heightened expectations for anywhere, anytime service. How are you tracking those expectations?

The processes supporting each customer experience, from point of sale or inquiry through management of workflow and delivery of your products/services, must now be more tightly integrated than ever before. Are you collecting and tracking those Cases efficiently and effectively?

The Solution

WIM speeds and enhances customer service case management by monitoring all communications and interactive channels and business processes, identifying situations that require intervention and managing the resources devoted to resolving these cases.

Based on an intelligent work engine developed through years of customer engagements, Concurrent Technologies’ WIM solution effectively allocates cases to where they will be most effectively resolved.

WIM adapts and enhances your existing case management processes:

• Convert work processes into discreet Work Lists.
• Respond to exceptions or specific customers.
• Balance workloads based on business defined factors.
• Comprehensive reporting on all workers and workitems.

The result is an end-to-end case management solution entirely focused on improving enterprise responsiveness, customer satisfaction and granular customer experience data points:

• A single solution that integrates and enhances case management responsiveness across departments, processes and geographies, as well as supporting customer self-service options.
• Captures all cases and situations/exceptions that cannot/are not being addressed by existing applications and processes.
• Provides a way to identify problem cases and oversee the response, including allocating case workloads across globally distributed customer service resources.

WIM consists primarily of two modules—a distribution routing module and a worklist module—that interface with your existing systems:

• Customer communication channels & customer care.
• Sales, ordering and provisioning.
• Billing, order status and tracking

For implementation, WIM takes account of your business rules, routing rules, user types and hierarchy, e-mail processing configuration, etc. The result is a solution that can be adapted to your needs today and also evolves as your business model and needs change.

Concurrent Technologies makes WIM available as an on-demand, Software as a Service (SaaS) solution, fully protected and managed through our cloud computing infrastructure. This removes complexity from installation, deployment and maintenance, providing you with a solution that is scalable, globally accessible and cost-effective. We take care of adapting the system to your needs as well as managing and maintaining it. You have 24/7/365 access to your data through any Web browser.

To get started, we first work with you to understand how you can best take advantage of WIM. Concurrent Technologies has worked with leading companies in telecommunications, insurance, healthcare, pharmaceuticals, manufacturing, professional services, banking/finance and more.

We have extensive experience integrating WIM across sales channels, legacy systems and business units. Data translation between systems is seamless: WIM includes an optional Web services connector that eliminates the need for custom interfaces to support data exchange. Pricing is based on usage. As part of our initial consultation, we provide a detailed assessment of how your organization will be able to take advantage of WIM and what level of investment is required.