WESTBOROUGH, Mass. – (August 16, 2011) – Virtusa Corporation (NASDAQ: VRTU), a global IT services company that offers a broad range of information technology services, including IT consulting, technology implementation and application outsourcing, announced today that it has been selected as a finalist for the 2011 Global Awards for Excellence in Adaptive Case Management. Co-sponsored by the Workflow Management Coalition (WfMC) and KMWorld magazine, these prestigious awards recognize user organizations that have demonstrably excelled in implementing innovative adaptive case management (ACM) solutions.
Virtusa was recognized in the highly-contested “Customer Facing” category for its work on behalf of a global banking firm. The project involved implementing a payment exception processing system that streamlined and automated all of the organization’s call center services, ticket tracking and integrated investigation capabilities for its Treasury payments services.
“This was a complex initiative to provide a consistent standard of service globally for the bank’s Treasury clients. The solution provides the bank with the ability to handle client inquiries and exceptions globally without regard to what currency or global region the payment is initiated from. The solution provides global case management and tracking and has improved the customer experience, while also increasing productivity”, said Bob Graham, Vice President, Banking and Financial Services for Virtusa.
“Our client operates globally and has few thousand users across different geographies. We had to first determine what each location required and then we created one solid, centralized system that satisfied everyone’s needs in the same way. We built the new system; rolled it out region by region and are now maintaining and improving that system. We are very proud of our solution and it’s an honor to be recognized by 2011 ACM Global Awards”, he added.
Prior to working with Virtusa, the client had its legacy case tracking system supporting individual regions and sites; they were unable to provide global service and had very little ability to see client activity globally. Using Business Process Management (BPM) technology from Pegasystems, Virtusa developed a state of the art workflow solution that enabled our client to change its call center operations structure.
For example, previously a customer inquiry generated in one geography to dispute a payment settling in another geography would require emails and research by the call center employees in the destination geography. The new solution empowered call center employees in any geography to research and resolve inquiries and provide global workflow tracking of any research already in progress.
By implementing the new system, Virtusa’s client improved its turnaround for transaction investigations and exception processing; reduced overall operating costs through process automation; and enhanced call center employee satisfaction through user-friendly screens, significantly improving the bank’s ability to provide global service.
About Workflow Management Coalition Global Awards
This year WfMC inaugurated a new Global Awards program for Adaptive Case Management (ACM) case studies to recognize and focus upon ACM use cases. Adaptive Case Management, also known as Dynamic or Advanced Case Management, is a new technological approach to supporting knowledge workers in today's leading edge organizations. ACM represents a radical new approach for managing knowledge work.