Decrease process complexity
Dynamic processes can be overly complex with multiple paths and complex routing. Extracting the decision and putting it first creates a dynamic process—one driven by the specific customer, case or transaction—without increasing process complexity.
A European agency took this approach and found it had one simple, decision-intensive process, not the 30 processes it had expected.
Explicit decision handling also increases the rate of straight through processing (STP) and reduces the number of processes that wait while items are put on worklists or in queues. This marriage of explicit decisions and process management keeps transactions moving with only exceptions ending up on worklists. Staff can then focus on higher value activities.
An insurance company used advanced decisioning to handle the majority of underwriting decisions, freeing underwriters to work with agents to grow the business and reduced their combined ratio, a critical cost measure, by 8 points.
Increase agility and engagement
