The Deloitte Operations Control Tower (OCT) for Claims Handling analyzes team utilization, backlog development and SLA compliances. The app can redistribute claims depending on its complexity and other characteristics to the most suitable team with available capacities. The app also provides benchmarking capabilities and can simulate the amount of FTEs required when changing the amount of incoming claims and/or changing the amount of touches per claim.
This is where Deloitte and Celonis Combine their Strengths:
Claims OCT for Workload Redistribution and Simulation.
Improved processing times and service levels.
Provides insights into team utilisation, backlog development and SLA compliances.
Enables priority-based redistribution of workload.
Optimisation of team utilisation and workload.
Identification of best-in-class teams to derive lift-to-standard practices.
Process transparency & benchmarking. Workload simulation.
The Executive View gives an overview on (open) claims, handling efficiency, throughput times, workload, and capacity.
The Use Case Analysis tab allows users to analyse team utilization, backlog development, and due date in more detail.
The Redistribution tab provides functionality to automatically reassign claims between teams.
The Prioritization tab lists claims by priorities and other characteristics.
The Simulation tab enables users to simulate workload based on different, customizable input parameters.
The Benchmark tab provides functionality to compare the process between to different sets of filters.
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