Challenges and opportunities
A major service organization contacted us as it was spending too much time and money on administrative costs. The organization offers specialized knowledge and counseling for businesses and has cases that range widely between employment law, collective agreements, entrepreneurship, and global market affairs. When the company contacted us, each of its cases contained non-digital information and material that was ungoverned and scattered in different documents, e-mails, and human hands. As a result, its cases were rarely closed and journalized which meant relevant information was difficult to find. It also put pressure on onboarding as less experienced employees had a low degree of self-reliance, which put additional pressure on experienced colleagues. Ultimately, these issues led to a high turnover rate and a decreasing service quality and consistency.
In collaboration with the company, we identified the opportunity of a new data system. We could automate the administration process related to case management, by tagging cases with the correct keywords and assign them to the correct responsible. In this way, the organization would gain trustworthy information about each case which would increase productivity and onboarding through a standard process with more accessible information.