Process expansion

Distinguish case types

Determine whether activities are related to the same type of case and, if necessary, distinguish new business processes

Reduce touchpoints

Reduce the number of contacts with customers and third parties

Empower resources

Empower workers for more decision-making authority

Establish standardized interfaces

Consider a standardized interface with customers and partners

Specialist-generalist

Consider to deepen or broaden the skills of resources

Offer temporal flexibility

Let customers interact with your organization whenever they want to.

Process expansion

Task delegation

Reassign tasks along the organisational hierarchy

Experience-based task assignment

Delegate task according to experience: execution frequency, case involvement, interactions