Leveraging Automation to Improve Back-Office Operations: A ProHance Case Study
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Back-office operations are not visible to most customers, but they are the magic that happens behind the scenes, keeping the organization operating smoothly. However, back offices continue to be plagued by challenges, such as the drudgery of repetitive manual processes, avoidable errors, delayed processes, and the lack of real-time visibility on ongoing activities.
Optimizing these functions can help an organization improve efficiency, lower costs, and better meet customer expectations. As the business landscape shifts and moves towards faster results and greater efficiency, many companies are investing in digital transformations to revolutionize how their back-office functions. This move was partly sparked by the pandemic, and the new normal brought a massive change to the way businesses work. Interestingly, what would have taken years to implement was adapted in months, and back-office automation has now taken over many parts of business functions.
ProHance has the expertise and the knowledge to work with organizations and provide customized back-office productivity tools and solutions that can revolutionize essential back-office functions with ease. We help identify bottlenecks and inefficiencies, making your business more streamlined, cost-effective, and ready to meet customer demands head-on.
Let’s look at how ProHance helped improve operational efficiency in back-office operations for a large RCM and helped bring a significant reduction in manual effort for leaders.
Helping the Customer Make a Transformation: A Case Study
A leading RCM wished to enhance its operations and add a higher level of efficiency to its operations. However, it faced numerous business challenges that were preventing it from fully realizing its operational potential.
Unable to track production in real-time
One of the most critical challenges was not being able to keep pace with production tasks as they come in.
-Tasks are automatically provided by the client’s application
-There is definite latency on reports from the client’s side
-It is difficult to track and measure the target achieved
-Reports are maintained manually, making it quite the task to maintain
-Excel sheet trackers help monitor production
Lack of insights
The second challenge faced by the company is one raised by the manual entry of data.
-Generated reports are prone to errors
-Waste of time and effort to get them corrected
-Failed Gage Repeatability and Reproducibility of reports
-Cycle times are repeatedly missed
Ad hoc rules on task allocation
-Almost 300 rules for task allocation, calculation, and prioritization
-All tasks are assigned manually on Excel
-No priority on attendance for task allocation
-It takes 3 hours per week per TL to upload agent metrics
Frequent and irregular client demands
-Lack of a systematic approach to new queues/assignment logic
A Proven Approach by ProHance Delivered Immediate Benefits
ProHance’s unique solution enabled seamless task processing with automatic time tracking, allowing agents to focus on their work without manual input interruptions. Agents were able to view real-time performance metrics, thus gaining valuable insights into their productivity. The solution was quick to implement and ready to go live within just two weeks, delivering immediate value to the organization.
Let’s take a closer look at the various elements of the solution provided by ProHance.
ProHance Automated Task Distribution
One of the first changes made to the customer’s system was to automate the task distribution process. This reduced manual oversight and ensured tasks are assigned based on skill and priority, thus making a direct impact on project efficiency. The customer also benefited from features such as job flow management and task tracking in real-time. Furthermore, recurring defects in operations were identified through Intelligent Capacity Planning, Intelligent KPI tracking and Intelligent Quality Improvement.
ProHance Assisted in Track Task Completion Times
Managers were now equipped with the knowledge to identify delays and streamline workflows. The workflow software helps optimize employee work time through efficient and automatic work allocation. This takes into account the available bandwidth of team members, thus minimizing idle time and enhancing overall productivity.
ProHance Allowed Customized Workflows
The workflow software allowed the back-office team to tailor workflows to suit their exact business requirements. Additionally, the software lets individual teams design customized dashboards that make work allocation and task tracking a seamless experience. A user-friendly, interactive interface facilitates quicker response times.
ProHance Dashboards Provided Instant Visibility
Managers were quick to realize one of the most critical benefits of the ProHance workflow software solution. The dashboards provided them with instant visibility into ongoing tasks and team performance. The versatile job flow management solution allows managers to map activity time to jobs and monitor tasks and people in real-time to get a clearer picture of overall team productivity. Furthermore, the ProHance workflow module can cater to all working models, including hybrid teams, enabling better coordination and greater transparency among team members and ensuring timely completion of tasks.
ProHance Reduced Human Errors
Automating routine tasks helped bring down human errors significantly. This was a favorable outcome, especially in data entry and task handovers, processes typically prone to oversight and errors.
Read Also:- Role of Operational Strategy in Achieving Business Goals
Conclusion: ProHance Helped Drive Greater Efficiencies
By automating existing workflows, the customer was able to improve business productivity by 6% in just 2 months from project implementation. If you wish to improve back-office operations in your organization and increase productivity, connect with us today for a customized workflow solution.
Connect with us for a demo on how you too can leverage automation to improve back-office operations.
