Vice President of Customer Service American Water
If you're a Utility running SAP CR&B, it can be a challenge reacting to an increased volume of exceptions, causing more work for Back Office agents to resolve the issues that may have been preventable.
It’s critical that your agents are fixing exceptions first time and are not generating re-work for themselves or others. But how can you know the effectiveness of your Back Office if you do not have the analytics on re-work ratios?
It's essential that you can measure the amount of rework generated in the Back Office to fix either broken processes or incorrect agent behaviour. Boomerang analyzes rework rates across all exception case categories.
It is also essential that Utilities have the ability to track the volumes of exceptions being raised, so you can proactively divert resources or prioritize workloads when exception spikes occur.
Boomerang provides the ability to configure thresholds for expected exception volumes, and generates email alerts when they are exceeded, so operational managers can adjust the workload accordingly and improve Back Office efficiency.
Operations Managers can measure the effectiveness of Back Office/BPO providers by understanding how much repeat work is being generated
Pinpoint areas where rework levels are high to improve processes and drive down operational costs
Team Managers can identify which agents are generating rework, and can provide the appropriate training/mentoring
Operations Managers will be alerted when exceptions spikes occur to manage the workload in the Back & Front offices
Boomerang enables you to analyse rework rats across all exception case categories and re-allocate Back Office staff to meet the increased inflow of work.
Boomerang also provides generated email alerts when spikes in exceptions exceed expected thresholds, so you can adjust the workload accordingly.
For more information about pricing of Boomerang and any other of our solutions simply get in touch.