Workflow & Case Management Tool

Effortlessly manage workflow and cases with the end result in mind, streamlining banking processes for maximum efficiency and optimal advisor convenience.

Case management tools

Workflow management tool allows to optimize and boost your process and team`s productivity. New advanced case management must be incorporated with the expend of communication channels such as calls, chat, audio and video. LiveBank covers this approach by developing integrated workflow and case management functionalities into a unified solution. The business processes work on tasks, activities, history, and documents that can be passed from one person to another advisor, or skill group. Setting all procedural and technical rules in the services ensuring seamless workflows is simpler than ever before.

Benefits & Advantages of Workflow Management Tools

Enhance your organization with an easy and efficient workflow tool designed for seamless management of customer and advisor activities.
Speed, Automation, Adaptation
Optimize your work processes with fast, automated, and adaptable solutions for both inbound and outbound business processes. Clear workflows for customer interactions reduce delays and errors, boosting productivity.
Seamless Team Collaboration
Empower your team with improved collaboration tools. Real-time communication, task assignment, notifications, and centralized repositories enable quick resolution of customer queries and issues. Effortlessly transfer tasks to other advisors or skill groups.
Consistent and Timely Responses
Ensure consistent and timely responses across all channels with robust flow rules. LiveBank’s workflow management software allows immediate implementation of routing changes. Reassign cases, create new queues, and modify skill groups instantly. Changes take effect in seconds and can be made by authorized business users.

case management

Streamline your processes with LiveBank and experience efficiency like never before

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Efficient Customer Interaction Management

    Case Management – Adapt Actions to the Situation

    Managing customer interactions through workflow goes hand-in-hand with case management tools. Case management allows for decision-making based on customer insights and the ability to adjust workflows according to new information or events. Effective case management relies on the skills and decisions of advisors who accurately diagnose the needs and expectations of customers. LiveBank integrates case management mechanisms at both the workflow level (assigning cases to specific skill groups) and interaction level. A case represents a sequence of information exchanges between a customer and an institution’s advisor within a single topic. Each case has a beginning and an end and can be resolved in a single interaction or consist of multiple conversations.

    Case Management – Adapt Actions to the Situation

    Case Module

    The case module aggregates all customer cases. Depending on their role, employees have access to a full list of cases (e.g., Supervisor, Auditor) or a narrowed list (Agent). The module allows viewing and managing specific cases. Upon entering case details, all recordings and messages sent within the case are visible, along with details such as advisor and customer data, date, time, and files sent during the conversation, which are available for download. This enables advisors to keep track of their cases. Supervisors and Auditors are tasked with listening to recorded conversations to verify the quality of service provided by the advisor and ensure that procedures and regulations were followed in communication with the customer. To streamline the review process, a conversation can be marked as listened to, along with the details of the reviewer.

    Case Module

    Case Management in Interactions

    Every interaction that enters the system contains information about the topic and the case related to the customer’s contact. These details are visible to the advisor upon receiving the call, providing preliminary insight into the customer’s query. The goal of handling interactions is to resolve the case or, if not possible, determine the next steps and who will carry them out (“Pending Client”, “Pending Agent”). This allows managing a customer’s case across multiple conversations. For example, a customer seeking a loan offer initially presents their requirements to an advisor who sets the status to “Pending Agent” to prepare the offer. A few days later, the advisor provides the offer and changes the status to “Pending Client.” Ultimately, the case concludes with a “Resolved” status, triggering a satisfaction survey.

    Case Management in Interactions

    Case Module for Administrators

    The module allows for easy definition and modification of cases according to business needs. Cases are created with a list of topics that map to the specific case. Each topic is assigned a code, which, when placed at the point of chat, audio, or video call initiation, categorizes the interaction, already handled by workflow management. LiveBank allows setting a retention period for cases in compliance with regulatory or internal guidelines. When creating a case, a retention period can be selected (e.g., 30 days, 3 years, 7 years). How does it work? Conversations (chat/audio/video/telephone) that reach the set retention period expire in terms of storage and are then removed from the system.

    Case Module for Administrators

    Workflow Management and Case Management for Your Business

    Combining workflow and case management opens up a range of possibilities for organizations, delivering the best of both solutions. LiveBank’s integration of both approaches ensures automation of call workflows (both skill group and direct to advisor) and management of individual customer cases. The ability to create cases and set rules for their assignment to queues allows for flexible process management in just minutes. Our solution enables you to achieve your business goals in a way that best suits your needs and the needs of your customers.

    Workflow Management and Case Management for Your Business

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Interested in workflow management tools topic? Check out our blog post.

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Questions?

We focus on speed and adaptability. The process is quick and tailored to you and your needs! If you have any questions, feel free to ask our Customer Success Expert.

Mateusz Wierzbiński

Customer Success Expert

mateusz.wierzbinski@ailleron.com

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