An Insight 2 Value and IBM Case Manager Case Study
Managing thousands of employee pensions for companies across the UK is a complex task. The pensions administration division of a large UK employee benefits consultancy, employing more than 500 people, needed a more efficient way for its staff to handle correspondence and case management.
The consultancy had already implemented an enterprise content management system to scan, process and store the high volumes of daily email, postal and telephone correspondence the company receives. However, many of the processes used to handle pension scheme member enquiries still involved manual steps or required service teams to switch between multiple systems to gather information.
Managers also wanted a better way of monitoring the performance of the service teams, but it was difficult to extract and analyse information from the existing system.
With support from Insight 2 Value, which specialises in case management and content analytics and delivers its engagements on a fixed-price basis, the organisation replaced its existing enterprise content management solution with IBM Case Manager.
Insight 2 Value spent three weeks testing IBM Case Manager with the customer’s users before the full implementation was approved, which was then completed within three months.
Phil Hagen, Director at Insight 2 Value, comments: “The customer’s approach to project management was excellent. They ensured that representatives from all their different teams were involved in the project design and user training, which helped our combined team deliver a solution that met all the requirements within a very tight deadline.”
Results
The IBM Case Manager solution brought all relevant data and processes into a single interface, making it easier for staff to respond quickly to clients’ requests.
It also gave the team a more flexible way to manage workflows, taking manual steps out of the case management process.
For example, when a member writes a letter asking about the value of their pension, the correspondence is scanned and stored in the IBM P8 system (which Insight 2 Value upgraded as part of the implementation). This creates a new case in Case Manager, which is routed to the appropriate regional service team and added to the team’s queue. As soon as a user clicks on the case, the solution opens a screen displaying all the relevant information.
To generate an estimate of the pension’s final value, the user clicks a button in the Pensions Administration System widget. They can then use a standard template to reply to the member’s letter and insert the appropriate figures. The reply is routed to a second person for checking and, once approved, is printed and mailed to the member. The solution keeps a copy of all outgoing correspondence in the appropriate case file. From the moment the member’s letter is scanned to the moment the reply is printed, the process is fully digital.
The solution also gives managers and team leaders new visibility into case management performance, with live dashboards tracking each team’s case throughput and reports that can be exported for deeper analysis. This helps the company identify delays, bottlenecks and other opportunities for process improvement.
The Head of Business Transformation at the customer stated: “We’re certain that by streamlining our case management processes, we will be able to handle enquiries from members much more cost-efficiently. As a result, we expect to achieve a full return on our investment within just 11 months.”
Download and read the full case study
To read the full case study and customer story, with in-depth details about the solution Insight 2 Value implemented and the results achieved, submit the form below. You can also request further information by emailing contact@techstories.ai.
