Analyze and Understand Back Office Re-work
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 the 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?
You need to be able to measure the amount of rework generated in the Back Office to fix either broken processes or incorrect agent behavior. Boomerang analyzes SAP IS-U/CR&B rework rates across all exception case categories.
It is also essential to 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.
Key Product Features
Use data to manage resources more efficiently.
- 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
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