Telco giant cuts case management processing from 36 hours to 5 minutes

When the company introduced a new ERP to replace its billing system, an issue emerged: the built-in case management module was non-configurable. Any changes to the organisation's complex approval workflows would require lengthy, costly development work, making it effectively unfit for purpose.

Reverting to the legacy CM system wasn't an option either. It ran only on Internet Explorer, struggled to handle the company's workflows, and couldn't integrate with the new ERP. It relied on manual data entry from emails and paper-based forms - a slow, error-prone process that the business could no longer afford.

The company needed a bespoke CM solution that could automate the approvals process, support the full range of case types, and integrate seamlessly with the new ERP from day one.

Working with PhoenixDX, the company built a robust, purpose-built Case Management solution in just five months. At its core is a configurable automated approvals matrix that eliminates manual handling and intelligently allocates workflows to authorised users based on case value and type, covering adjustments, collections, insolvency, credit, legal, and mercantile cases. Approvals can escalate all the way to the CEO level, where values require it, and changes to the approvals matrix that once took up to 36 hours can now be made in five minutes.

The self-service application empowers Case Management Executives to initiate, view, edit, approve, and administer their full range of cases independently,  saving 5-10 minutes on every case or action created. The solution handles a broader range of case types more effectively than its predecessor, and is fully auditable, giving compliance teams the ability to trace every decision back to its source.