|
Ontario Government:
Delivering consistent, quality service every time...
As an independent agency of the Ontario Ministry of Labor,
their key goal is to help employers manage and reduce the
cost of injuries in their workplaces. The agency is the prime
source of expert guidance on workplace safety insurance (formerly
workers' compensation) for small business.
CHALLENGE: The agency was using the correct eCRM call
center database solution, but it was not optimized for their
unique needs. In order to provide the Ontario public with
consistent quality service, The Agency recognized the need
to: a) improve the stability of their system, b) make it easy
for representatives to use, and c) partner with experts who
can quickly and properly modify the system as the agency changes.
We decided to re-engineer the system to maximize its usage.
GOALS:
- A system to handle their detailed casework and mold to
their business requirements and processes
- Stable system design and elimination of variables that
hinder performance
- Robust reporting capability for accurate decision making
- Remote use for home workers
- Easy to use system so the public gets better service faster
from their reps
SOLUTION:
- Full relational database structure
- Customizability and flexibility
- Reporting through tool of choice, Crystal Reports
- Data synchronization
- Appeals/court processes built in
- Time tracking for billing
- Track dates, activity management, recalls
- Track Plaintiff info, their Counsel’s info, the Defendants
as well as any Mediators or Adjudicators involved.
- Search on any field e.g. Claim #
- Track Advice, Consultation, and Representation notes for
each plaintiff.
IMPLEMENTATION: Following our 7-step process, their
system was carefully planned and rolled out.
- Telemagic Design Audit – complete project plan, blueprint
- Database Design & Project Management
- Data Importing & Ease of Use -testing with users
- Implementation & Support
- Train the Trainer & Users
- Report Creation & Customization
- Productivity Audit & ROI Assurance
Their system is a success because proper planning was done
in the first step - the Design Audit. In the beginning, we
spent a number of days understanding and documenting the agency’s
business processes. We met with staff from senior management
to service reps and remote users, to ensure that system improvements
would meet the needs of all users department-wide.
RESULTS: The results that the agency have seen to
date from re-engineering the database are impressive and continue
to mount:
Every inquiry is now actively being followed up on a proactive
basis
Internal communications within the agency have improved dramatically,
in addition to better time management and efficiencies across
the board.
Management is now generating powerful reports with key performance
indicators that simply could not be tracked previously.
The new design holds more of the important and relevant information
the agency needs to track. The new screen designs are efficient
and structurally correct, making the system stable and very
easy and logical for the users. After the initial re-engineering
of their call center solution, the agency has continued to
invest in the system with additional data synch refinements
and new reporting capabilities.
“I wanted to take this opportunity to thank you and
the rest of the Telemagic .NET team for all your guidance
and expertise in assisting us to finally implement an effective,
user-friendly case management system. We now have the system
stability and corporate reporting capacity to enable effective
business/strategic planning and to help us achieve our organizational
goals.” – Allison Rickaby, Manager of Employer
Services
Your company can also enjoy productivity gains and service
your customers expertly. Telemagic solution is designed specifically
to solve your issues and deliver the business success you
expect. It’s an invaluable tool you use daily to get
results and keep a competitive advantage.
|
