Embed Size (px)
Citation preview
CMS Enterprise Your digital workflow tool
© 2020 Deloitte LLP. All rights reserved. 2
Introduction Workflow and case management challenges Programmes and projects with large numbers of incoming or outgoing items are occurring regularly across industries. Whether it is a large scale analysis programme, or a spike in customer queries and complaints, having the right governance and control over these operations is key.
Businesses are asked to act quickly, decisively whilst maintaining high customer and stakeholder satisfaction levels.
Management information (MI)Minimal and inaccurate MI that is not easily visualised or shareable with stakeholders.
WorkforceInability to know easily from existing systems if the workforce are meeting high standards. Manual and timely performance management in place.
QualityHard to ensure the quality of tasks performed is consistently high which can affect customer satisfaction.
ProactivityConsistently changing regulatory and business landscape with reactive responses to changes.
SpeedDiffering projects in size and scope can mean lengthy setup timelines resulting in delayed customer contact and increased costs.
RepetitionLack of intuitive data resulting in little process improvements and the same challenges appearing often.
Disjointed processesFragmented systems to manage each part of a process with no single source of truth. Time spent updating systems and managing moving parts.
Alignment controlEach team member can handle work items differently without a defined process and enforced tasks or steps.
What are the challenges facing organisations with workflow and case management?
Remediation, repapering, complaints
handling, case management, data
migration…
© 2020 Deloitte LLP. All rights reserved. 3
Your workflow requirementsWhat do you need from a workflow tool?
FlexibilityA flexible solution that you can modify to apply to any project or programme.
ScalabilityA scalable solution removing any volume, traffic or size limitations for your operations.
ProvenBuilt on years of case management experience, that is proven in the market place across a range of organisations.
Integration capabilitiesA tool that can integrate with other platforms to deliver an optimal centralised experience.
ConfigurabilityA tool that you can configure new workflows without coding or intervention or charge from your provider.
CentralisedA single source of information with a great user experience that encourages collaboration.
Governance and controlA tool with controlled access levels and a historical audit trail to govern and control your operations.
Continuously improvingA solution with a future proofed roadmap enabling you to access the latest functionality when it becomes available.
End to endA tool that encompasses the end to end programme workflow (customer contact, quality control etc.) so your not managing disjointed systems.
PerformanceBuilt in quality, performance and accreditation functionality to ensure your team is meeting demand.
DataA tool with enhanced data capabilities, allowing you to manipulate and visualise data for your stakeholders.
Process improvementsA tool that enables in depth data analysis allowing you to make process improvements and reduce future case volumes.
CMS (Case Management System) Enterprise is a proven in-house developed platform used by organisations for projects and programmes with large numbers of incoming or outgoing items (repapering, remediation, outreach, case management etc.). It is a workflow and case handling tool providing infrastructure for the set-up, actioning and monitoring of a defined sequence of tasks, some human, some electronic.
CMS Enterprise is a self-configurable tool giving you the ability to define new and bespoke workflows and management information without coding or intervention from Deloitte.
Benefits of CMS Enterprise
© 2020 Deloitte LLP. All rights reserved. 4
Account dashboard
User/access management
Performance management
Case allocation
Workflow compliance
Letter generation
Audit trail history
Status driven workflows
Management information
Flexible data extracts
Deadlines/ escalations
Quality checking
Contact information
Data entry and collection
Dynamic case sampling
User accreditation
Document upload/
managementConfiguration
toolkit
Diary and calendar
Pay-out calculations
How CMS Enterprise is used.
Although CMS Enterprise can be used for any workflow situation, it is almost entirely modular. There are a large number of modules that can be tailored to fit your requirements.
Robotics process automation (RPA)Document management systems
Customer communication systems (telephony etc.)Core operation systems
Incoming volume of items from data
sources, systems, people or
organisations
Consolidation, input and tracking
of items in CMS Enterprise
Items go through bespoke workflows and core modules
that are pre-defined or configured by you
Integration capabilities
Ongoing CMS Enterprise is tailored by you to be used for
future projects
END
Key modules
© 2020 Deloitte LLP. All rights reserved. 5
CMS Enterprise integration supports the flow of data, documents and alerts between CMS Enterprise and your systems.
Complete flexibility to meet your hosting requirementsWe are able to host your solution on premise (with Deloitte or onyour premises), or we can use one of our market-leading hostingproviders. We can even use a hybrid approach and combine morethan one option.
CMS Enterprise is cloud-enabled and automation-ready, giving youconfidence that it can integrate with your core systems and deliverautomation effectively.
CMS Enterprise primary database
CMS Enterprise application
CMS Enterprise secondary database
Web browserand users
CMS Enterpriseservice wrappers
Robotic process automation
Firewall Your systemseither via API
or RPA
RPA
Cloud firewall
VPN
Yournetwork
and/or
Your/Deloittenetwork
Cross-cloud connections
We are always evolvingCMS Enterprise has a commercially driven roadmap. Our offering is continuously improving and we prioritise any new functionality depending on industry demand.
© 2020 Deloitte LLP. All rights reserved. 6
Clients we have supported
By partnering with Deloitte you are getting several compatible services to provide a tailored implementation to drive a cost effective, efficient and sustainable solution.Below is a selection of our success stories.
Financial redress centreLarge commercial bankConfigurable workflow tool to bring governance and control, supporting a Redress Centre of Excellence.
Extending existing business relationship
Highly configurabletool version upgrade
Contract negotiationCorporate banksDeloitte collaborated with a large law firm to provide a workflow tool on behalf of 8 corporate banks.
Rapid deployment in 4 weeks
Subsequent follow on projects for 2 banks
Automated letter processingFinancial services providersCMS Enterprise with integrated OCR technology solutions was used to automate letter processing for more than three million letters.
97% accuracy processing documents
Projected net benefit of £5m
Annuity reviewTwo multi-national life insurersRobotics Process Automation (RPA) and complex logic used to automate redress calculation processes.
500+ daily users of the tool
Integration with their systems
PPI remediationLarge retail bankLarge-scale case handling project with huge data migration piece. Resulted in improved Management Information (MI).
150+ RPA robots deployed
Migration of >50k data items
© 2020 Deloitte LLP. All rights reserved. 7
Our experience
Deloitte Managed Solutions (DMS), part of Deloitte’s Risk Advisory practice, has been supporting organisations to meet their business needs across multiple industries for over 20 years. We have extensive experience in designing, implementing and managing quality, cost efficient complaint handling operations and remediation programmes at any scale.
25 +projects set up
5 million +cases/items processed
2500 +users
© 2020 Deloitte LLP. All rights reserved. 8
Contact us
Implement CMS Enterprise – our flagship workflow tool. It can be used by you to quickly stand up ad-hoc, bespoke workflows, bringing the governance and control to your operations, programmes and projects.
Having CMS Enterprise enables you to be flexible, scalable and respond efficiently to the next regulatory or business ask with its self-serve low-code configurability. CMS Enterprise gives you the mobility that you need, without you having to rely on a third party to make technical changes.
The system will give you complete control over the end-to-end processes, bringing together all of the elements of case/item management into one single source of truth. You will be able to performance manage your teams through built in quality and accreditation functionalities, optimising their efficiency and addressing any areas of improvement.
You can use CMS Enterprise’s advanced configurable Management Information (MI) to analyse process steps, and use the output to enhance customer experience and minimise future case volumes.
You will have the toolkit to respond to the fast-paced business landscape. Please contact the team to arrange a conversation.
Jamie WhiteHead of DMS [email protected]
Graeme KnopfPartner, [email protected]
Jim FieldingHead of Sales & [email protected]
This publication has been written in general terms and we recommend that you obtain professional advice before acting or refraining from action on any of the contents of this publication. Deloitte LLP accepts no liability for any loss occasioned to any person acting or refraining from action as a result of any material in this publication.
Deloitte LLP is a limited liability partnership registered in England and Wales with registered number OC303675 and its registered office at 1 New Street Square, London EC4A 3HQ, United Kingdom.
Deloitte LLP is the United Kingdom affiliate of Deloitte NSE LLP, a member firm of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee ("DTTL"). DTTL and each of its member firms are legally separate and independent entities. DTTL and Deloitte NSE LLP do not provide services to clients.
© 2020 Deloitte LLP. All rights reserved.
