A global telecommunications provider is using SCM to resolve stuck orders. Resolution of a stuck order is non-standard work which often requires expert decision-making and operations by knowledge workers. The solution PNMsoft designed for the customer enables three different roles to collaborate on and solve stuck orders.
Each role, according to his expertise, can select from a set of workflows to run on the stuck order in order to resolve it. Managers can easily track and manage work, and allocate work to teams as necessary. The portal was quickly customized to include all Case management elements necessary to assist these teams to optimally handle their case work.
Since going live, the client has seen 25% improvement in time-to-resolution and 30% improved accuracy, and has opted to deploy the solution to additional major global accounts.
Case Styles: Service Request, Incident Management
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