Case Management: How to tear down and rebuild the business processes of the company autonomously
Presenters:
David Carrasco Martín, Verisure – Team Leader
Jose Ramón Ruiz Salavert, Capgemini Spain– BPM Practice Lead
Description:
Verisure's main goal is to take care of its customers. And for this, it is necessary to provide the highest quality service with the least possible impact on the client. Following these company dogmas, we have tried, in collaboration with Capgemini, to improve the response times of the customer service agents (reduction of the AHT - Average Handling Time of the agents), offering a single 360º view, reducing the time to market, and the autonomy in the construction of business processes.
