Case Study: Document Collection Agency

Executive Summary

Our client manage experts in document collection, interpretation and translation across the UK. They needed to accept bookings from their clients, both via their website and also directly from their clients’ own systems. The solution had to then allocate an expert matching the booking requirements whilst managing the relevant documents attached to the booking and giving the appropriate users access.

  • SwiftCase saved the firm 50% of their administration time on implementation, allowing more focus on great customer service.
  • SwiftCase was integrated directly with their clients’ systems saving administration time from double-entry of data on making a booking.
  • SwiftCase reduced the time for signed and translated documents to be viewable by the client from days to minutes.

Challenges

Challenges

  • Before our client implemented SwiftCase, a large amount of administration time was spent allocating the right expert to a job in accordance to their availability, skillset and the client’s preferences. This was typically handled by administrative staff, individually calling all the experts in the geographical area until a match was found.
  • Their clients would have to email their booking to a central office. Sometimes details would be missing or inaccurate, as there would be no validation of the email contents. Emails back and forth or additional phone calls, between the client and the firm’s staff, would be required to nail down the requirements of the client’s booking.
  • They were also limited in their speed of service by the UK postal service, which meant that the quickest that documents would be with a client was the following day.

How SwiftCase Helped

  • SwiftCase provides a powerful and efficient auto-allocation tool for managing the distribution of work to the right expert.
  • Experts and admin staff are now able to manage availability, geographical coverage and skillsets in one central location. Based on this user-specified information, SwiftCase is able to intelligently determine the best expert for each job immediately, based on their own criteria.
  • As experts manage their own work schedule, they were given the ability to confirm or decline a work offer via SMS reply or directly via fully-responsive SwiftCase access on their mobile device, thereby reducing response times from hours to a few minutes.
  • SwiftCase integrated with both our client’s corporate website and also their clients’ systems, permitting clients to both create and track bookings via a simple web interface, or even on their own management system that they use every day. Validation of the data entered meant that not only are bookings created much more swiftly, but the accuracy of the information has reduced administration time on correcting details in the client’s booking requirements.
  • The SwiftCase Document Manager allows sharing of documents, with head office staff to able to manage user access. Their clients now get the documents almost instantly after a booking has taken place, avoiding the previous wait due to physically posting files to the client, and with the peace of mind that documents have been quality-controlled before the client is given visibility.

Results, Return on Investment and Future Plans

  • SwiftCase saved the firm 50% of their administration time on implementation, allowing focus on after-care, client queries an expanding their network of experts.
  • SwiftCase was integrated directly with clients’ systems, saving administration time from double-entry of data on making a booking. Increasing the accuracy of the information provided through validation helped to reduce queries on the booking requirements.
  • The SwiftCase Document Manager reduced the time for signed and translated documents to be viewable by the client from days to minutes.
  • In the future our client looks to improve their service offerings via SwiftCase, by expanding the product offer, and also by taking further advantage of the smart auto-allocation features to further tailor the expert selections to the requirements of their clients.

Results, Return on Investment and Future Plans