Technology used to be so simple. You had a core system, a simple network and the odd tool to help. Fast forward 30 years and now we have complex environments that are a mix of legacy and new systems. Multi-channel environments, new technology, systems integration – it’s difficult to maintain lean, simple processes when the underlying tech is so complicated.

But we have some tools to combat this. Using low-code systems and Robotic Process Automation (RPA) – we can help you simplify processes or transfer datasets without complex development or expensive systems integration.

Or perhaps you are looking to replace systems and need help scoping out your requirements or sorting through the crowded marketplace to find the right supplier for you?

We can help design effective telephony systems, even in the most complex environments. We have implemented workforce planning solutions across multi-centre operations.

Whatever your requirements, we can help you get the most out of your technology.

Robotic Process Automation (RPA)

An emerging field – using simple interfaces to build automation between systems

Telephony & Communications

Multi channel environments can create unforeseen complexity in design. We help keep it simple

Workflow Management

Understanding how your work should flow through your organisation is key to ensuring it’s managed appropriately

Workforce Management

Forecasting, Scheduling, real time analysis and reporting are critical to success in call centre and back office operations.

Robotic Process Automation (RPA)

Robotic Process Automation (RPA) is software that allows you to process things on any system – the same way a person would – except without a person being required.

There really is no limitation on systems – there is no system integration. It simply interacts with systems the way a User does.

In fact – it’s a great way to avoid expensive and complex systems integration development.

We have led the deployment of Robotics in different organisations. We’re supplier agnostic – we’ll help you select the right RPA software supplier and work with you to:

  • Connect the software to your infrastructure appropriately
  • Design an appropriate governance and change process
  • Identify candidate processes and validate the opportunity
  • Work with your business areas to develop internal capability

5 Things to know about Robotic Process Automation

  1. But an RPA ‘Robot’ can potentially work 24 hours and day, 7 days a week. The only downtime is when your systems are down.
  2. The ‘Robot’ works at 100% productivity and never takes a break or goes looking for Pokemon.
  3. The ‘Robot’ never makes a mistake.
  4. It processes ‘Structured Data’ across any system you like.
  5. There is no actual robot. It’s a bit of software that sits on a server (you wont need a floor full of empty PC’s being operated by robots).

Structured data

Telephony & Communications

Phone

At one client, we implemented SMS as part of the Dunning process in a debt management department yielding fantastic response results and a reduction in aged debt.

SMS

Your customers need to communicate with you and you with them. The choices available to both organisations and consumers is ever increasing and organisations are under pressure to reduce the cost of communication whilst increasing the effectiveness.

TELEPHONY

For many organisations, the call centre is still king. But the bigger the organisation, the more difficult it can be to get the customers to the right person, the first time.

No customer likes being transferred around your business. Not only does it create unhappy customers – it’s also wasteful. You spend twice as long interacting with the customer than you needed to.

We can help you optimise your telephony to ensure that it is both efficient and keeping customers happy.

Other Communications Methods

It’s obviously not new, but many customers are struggling to migrate their old paper-based communication to more modern methods like emails. We can help you migrate your Comms to eComms, leveraging our knowledge of new and existing  technologies.

Or perhaps you aren’t using SMS to contact your customers? We’ve implemented text message communication processes for many of our customers.

We’ve implemented web-chat as SAAS, that requires no traditional system implementation and infrastructure to get started.

Whatever your Telephony and Communications challenges – we’re here to help you maximise your efficiency and customer satisfaction.

Workflow Management

Workflow Management Systems are essential for any large scale operational environment.

In a large operational environment, for example – a Bank – there are many different departments and teams completing work. Sometimes you need to more a single piece of work through a number of team (although we should always aim to minimise this need).

This creates complexities that only a robust approach to Workflow Management can solve. IT raises questions like:

  • How do you manage where the work should go?
  • How do you ensure that a person appropriately skilled gets the right work?
  • How do you know where a piece of work is in the flow?
  • How do you know how long its taking each case to work it’s way through the flow?
  • How can you tell where a piece of the process is causing problems or delays?
  • How do you automate segments of a process whilst managing the manual components?
  • Cloud based or on-premise?
  • Enable BYOD or not?
  • How do you minimise and manage approvals?
  • How do you manage both digital and paper-based process flows together?

We understand the complexities facing organisations when it comes to managing work. We have helped organisations define their requirements and select the appropriate systems for their unique challenges and environment.

Contact us today to discuss how we can help you take control of your processes with a dedicated approach to workflow management systems.

Lean workflow

Workforce Management

Whether you’re a small operation or a large operation, a micro call centre or a huge contact centre, you need to be able to effective manage your workforce. We are experts in Workforce Management Systems and have helped client scope their requirements, assess solutions, select suppliers and implement systems of varying sizes and using many different software suppliers.

For small environments of less than 30 colleagues, we have our own template-based tools in excel.  For others, we can help you pick the right software to meet your needs – whether you manage 50 employees, or 5,000 employees.

We understand that a good workforce management system allows you to do the following:

Forecasting

  • Calculating demand (calls, emails, chat, written correspondence, social media etc)
  • Macro level forecasting (monthly or Quarterly)
  • Micro level forecasting (daily or intra-day)
  • ‘What if’ scenario modelling

Scheduling

  • Aligning resources with requirements
  • Minimising over / under supply
  • Managing leave, sickness and other non task time
  • Treating your employees fairly
  • Employee self service
  • Skills-based routing

Real time Analysis

  • Real time monitoring of demand
  • Tracking forecasted demand against actual demand
  • Real time monitoring of employees activity
  • Alert monitoring
  • Configurable dashboards

Reporting

  • Shrinkage
  • Utilisation
  • Forecast Accuracy
  • Schedule Accuracy
  • Adherence
  • Compliance