Using Business Rules and Business Process Management to improve customer service and retention
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A-Kassen for Selvstçndige Erhvervsdrivende (ASE), a member-owned unemployment insurance fund in Denmark, operates in an industry where member loyalty is in decline. That makes it imperative that the organization focus on improving its offering to customers by delivering faster and more transparent services. But with thousands of business rules to manage, the complexity of its business operations required a robust business infrastructure and targeted approach.
In partnership with IBM, ASE embarked on a quick win pilot project to decrease the turnaround time of the daily benefit entitlements process – a process which normally took an individual case worker around 15 minutes to complete. Using the IBM Business Process Manager Advanced software, ASE was able to get the 15 minute process down to an average of ten seconds enabling case workers to focus their efforts externally towards the customer rather than on internal administration.
In this short video, Anders Friis Larsen, CEO of ASE and Ulrik Have, CIO of ASE, describe the need for process and decision management to support the company’s strategic ambitions. Listen as they share how the IBM Business Process Manager Advanced in combination with IBM Operational Decision Manager (next gen business rules) software improved business operations, provided greater visibility into procedures and enabled continuous process improvement.
If you found the ideas presented in this video case study interesting you can find out more about what's new in business process and decision management at IBM's Impact 2013. Click here to register for the ultimate BPM experience!