FloWorks – Back-office Work-flow and Performance Management Suite
FloWorks is a back-office business process automation and performance management system that is meant for managing white mail and e-mail based customer service operations. FloWorks has a workflow engine for multi-stage work processing by various teams and a set of performance measurement tools.
The features of FloWorks are:
- Customizable Workflow Engine
- Indexing of work items
- Work items (image, pdf, doc, XML files etc) management
- Work allocation
- Work processing
- Business rules provisioning
- Agent skills provisioning
- Quality assurance - Performance Management
- Agent activity monitoring
- Workforce scheduling and adherence
- Capturing of performance data
- Set KPIs: TAT, AHT, volume, agent productive & non-productive time etc.
- SLA breach reports
- Productivity reports, dashboards, alerts etc.
The business benefits of implementing FloWorks are:
- Automation of back-office activity for high volume throughput
- Process performance management via KPIs
- People productivity improvement
- SLA compliance monitoring
- Quality improvement
Typical applications are:
FloWorks can be used in variety of business environments including finance, insurance & mortgage businesses. The following are the typical applications.
- Application processing
- Claims processing
- Customer service request management
- Payroll Processing
- Compliance verification processing
- Order & invoice processing
FloWorks is part of Metrica’s Unified Customer Experience Analytics framework that analyses the customer experience across all the contact channels holistically in order to provide strategic insight into customer interactions.
