DCM Case Assignment
Optimising DCM Case Assignment with RPA
Key Solution: Robotic Process Automation (RPA)
Challenge
Large Data Volume: The manual process involves processing a high volume of call cases, which must be queried, exported, and allocated by various categories—making it time-consuming and labour-intensive.
Timeliness Issues: The current manual system hinders business processing frequency and fails to meet higher-level data timeliness requirements.
Solution
The RPA solution automates DCM case assignment by retrieving and categorising cases using predefined rules, eliminating manual intervention. This leads to significantly faster processing and improved efficiency.
Before Implementation:
- 8 hours per day of manual work required to query, export, and allocate cases.
- Prone to errors and omissions due to manual data entry, resulting in inconsistent case assignments.
- Labour-intensive process that slows down business operations
- Repetitive manual tasks lead to poor employee experience, reduced productivity, and higher management costs.
After Implementation:
- No manual work required; each business event is processed in 1 hour.
- Rule-based automation achieves 100% accuracy in case assignment.
- 8 times more efficient, enabling faster and more reliable processing to meet high data timeliness.
- Automation frees up staff for higher-value work, significantly improving overall productivity.
Impact
100% Accuracy
8x Efficiency