DRSL is an award-winning provider of services in dispute resolution, mediation, facilitation and adjudication. It handles thousands of cases a year, co-coordinating and managing reviews and customer service requests for clients around New Zealand.
We worked with DRSL to build a sophisticated business process management solution using the Metastorm product as a result of this work, DRSL has been able to significantly improve its day-to-day business operations and minimise overheads, while at the same time providing a streamlined, more responsive and efficient service to customers. The e-Work system has also provided vital support as DRSL has diversified its business from a single service proposition to a multi-service, multi-client mix.
So everyone wins!
The e-Work system we designed together has enabled DRSL staff to seamlessly co-ordinate all parts of a case management process, including managing phone, email and postal communication with all the concerned parties; tracking and managing all related documentation; and providing detailed reporting on a range of business outcomes.
A key benefit of e-Work for staff and stakeholders, is that because all the information is centralised, staff at any one of DRSL’s offices can instantly provide information to any customer around the country. Every case file has a full audit trail attached, and automated email reminders and escalations are generated at key dates and milestones. Documentation is accessed at the click of a button – a task that used to require laborious searching of paper files.
E-Work has enabled sophisticated reporting to the organisation’s that use DRSL’s services, providing them with business metrics to improve performance. Improved reporting has also flowed through to accurate and efficient billing processes. The entire billing process has been reduced from days to hours, and billing errors are rare, something clients are probably very happy about.
“Our process framework is custom-built and quite complicated. Techtonics built the prototype very quickly, and the BPM expertise they’ve provided has been vital to our success,” says DRSL’s Manager Client & Business Development Paul King.
One of the things that we learned through this process is the importance of asking the right questions. If you are considering implementing a similar tool set make sure you talk to other organisation’s who have already gone through this process, try and learn from their experiences especially the “I wish I had asked…”.
