Synopsis
- The volume of taxpayer calls exceeded capacity.
- The application being used deprecated.
- Implemented BAW Process to manage all client interactions.
- 4,000 new calls per day are handled by over 300 teams.
Article
Our client's department, responsible for handling taxpayer calls, transitioned from using a Lotus application to a new system built on IBM Business Automation Workflow (BAW) to manage inquiries more efficiently. The volume of taxpayer calls exceeded the capacity to be registered and managed within the service level agreement (SLA). While some taxpayer questions are resolved immediately, an average of 4,000 daily inquiries require back-office verification.
Our team played a crucial role in developing and maintaining this BAW application, which allocates requests to approximately 300 different teams based on the subject, with an option for reassignment if necessary. The application integrates data from various sources to aid decision-making and prioritizes initial contact within the first two working days.
Despite fluctuating volumes, the app consistently manages 4,000 new instances daily, with each case concluding within an average of three days. This tool is instrumental in monitoring the lifecycle of inquiries, ensuring prompt responses to taxpayers. Given the volume of inquiries and stringent service level agreements, our enhancements significantly boosted the application's performance to meet user expectations.
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