Accenture's THR Case management Control Tower app addresses exceptionally high turnaround times for case closure and below industry average CSATs, therefore a full-blown process map was traced out at various levels to analyze inefficiencies in the process and provide remedial course correction.
This is where Accenture and Celonis Combine their Strengths:
Providing insights through a detailed dashboard on key metrics and its trend over time.
Bench-marking view to compare the as-is process with industry standards or benchmark two peer in-house processes.
Identify and automate corrective actions, and early warnings.
Action flows targeting gaps which impact KPIs adversely.
Considerable reduction in process turnaround time and improvement in CSAT.
Snapshot of the overall executive dashboard to gauge the performance of the service centre using KPIs.
Comparison view for various processes within and other external peer processes for side by side analysis of process performance.
Curated view to focus only on CSAT and identify process performance bottlenecks using specific KPIs.
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