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Challenges
This pensions administration company works on behalf of the major pension providers to administer the payment of pensions to retirees. It needs to efficiently manage customer requests, beginning with security and anti-fraud checks before going on to process personal situation changes, or gain a financial valuation. Queries then need to be routed to different teams, depending on the type of request and the particular pension scheme. Although the firm had a long-standing content management platform for customer records, its associated workflow was too basic and did not meet industry requirements including the ability to track and audit processes and timelines, for example to ensure that customer service-level agreements (SLAs) were being met. To enhance customer service, meet regulatory requirements, and improve process performance, the company decided to upgrade to an Alfresco Process Services-based case management solution, supported by SynApps Solutions.
Project Success
The firm now uses Alfresco as a content and case management tool to process member enquiries and set up new pensioners within its systems. The new solution serves over 1,000 users, across a range of different teams in the company. Requests might come in via email, paper post, phone call or the company’s website. When an enquiry is received, a process is launched within Alfresco to manage the enquiry. SynApps’ purpose-built ConXFlow integration capability delivers a seamless case management experience on top of the Alfresco platform, without the need for a dedicated separate system. As well as capturing and efficiently routing queries to the right team, the new case management workflow refers to a checklist to ensure that all criteria have been met. It also fully supports reporting on the performance and auditability of all customer request/case management processes, ensuring compliance with industry standards.
The SynApps Difference
SynApps is an established Alfresco partner which helps organisations harness an open source platform for comprehensive, end-to-end enterprise content management. Through our extensive experience of successfully deploying large-scale ECM solutions for decades, across a wide range of industry sectors, SynApps teams ensure that projects are delivered on time with the required quality to transform business operations and deliver tangible business benefits.
