敏捷案例管理：通过单一案例管理解决方案改变租户体验
技术
- 分析与建模 - 实时分析
- 平台即服务 (PaaS) - 应用开发平台
适用行业
- 建筑物
- 水泥
适用功能
- 产品研发
用例
- 库存管理
- 人员跟踪与监控
关于客户
Valleys to Coast (V2C) 是一家住房提供商，在南威尔士管理着 6,000 多套住房。该组织致力于改变租户体验并改善服务交付。然而，它因与遗留系统的互操作性问题而受到阻碍，导致数据重复、报告质量差和案件管理效率低下。由于需要不断跟进内部团队并管理租户体验，客户服务人员不堪重负且缺乏积极性。向远程工作的转变使情况进一步复杂化。
挑战
Valleys to Coast (V2C) 是一家在南威尔士管理着 6,000 多套住房的住房提供商，其遗留系统面临着重大挑战。两个住房管理系统之间缺乏互操作性，导致案件可见性差，导致数据重复和报告不充分。该组织迫切需要一个统一的案例管理解决方案，内部员工可以轻松调整该解决方案，以满足租户不断变化的需求。由于需要不断跟进内部团队并管理租户体验，客户服务人员承受着巨大的压力。缺乏对案件进展的可见性导致效率低下，因为多名顾问往往最终同时处理同一个案件。向远程工作的转变进一步加剧了这些问题。
解决方案
V2C 选择了低代码开发平台 Liberty Create 来快速高效地开发应用程序并实现流程自动化，从而改善租户体验。该平台以其低代码功能提供了经济高效的解决方案，从而实现了迭代改进和服务扩展。该解决方案涉及基于 Liberty Create 构建的单一案例管理系统，提供案例和租户详细信息的统一视图，以实现实时可见性。集中式联系系统使员工可以轻松查找和更新租户详细信息并管理团队报告。该解决方案还通过顾问提供的及时响应促进了端到端的租户旅程。针对团队和主管的基于规则的警报确保对出现的问题迅速采取行动。工作流程经过重新设计，以简化流程，减少人工干预的需要并提高生产力。设计团队采用了一种迭代方法，一次转换一个流程，从而实现了跨流程的标准化处理。
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