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Workflow Management
October 2005As part of our drive to help clients streamline their back office operations, FIT have built workflow management functionality into the core LIFEfit product.
Workflow functionality is integrated with the LIFEfit DocStore, enabling the scanning and imaging of the request, for example the policyholder letter or fax. Please note this can also incorporate the automatic recording of telephone calls with direct links to the related client and policy files.
Each workflow item is assigned to an individual operator, who sees it on a personal "to do list" that stays on their LIFEfit main screen until it is completed. The workflow item has a confidence rating; this is shown as a green, amber or red indicator, identifying its urgency. Items are initially "green", turn "amber" on reaching the target date and "red" on the maximum servicing date.
Since all documentation related to the work is contained within the web-based LIFEfit system, work can be processed more quickly wherever it needs to be done.
This functionality drives workflow in the company, and gives excellent transparency of the work situation for managers and supervisors. At any time, managers can see what jobs are outstanding, who they are assigned to, and what is overdue. It also enables accurate reporting of key performance indicators - how many work items of each type are being processed, both inside and outside target times, and gives an insight into how individual operators compare.
