Client
Our client, the General Authority for Minors Affairs is a Qatar based federal organization that aims to protect the financial rights of minors and individuals with partial or total legal disability. It does so by safeguarding and investing their money to ensure their long-term wellbeing. These are termed Heritage’s.
Customer Situation
Our client’s objective was to automate their entire legacy Heritage management process, managing each step from inception to the time of return to the beneficiary. This included updating the process followed by campaigns and events carried out to educate the public. In addition, they were also directed to provide real time metrics reporting to management and key stakeholders to help gauge performance, costs, and other core metrics. Supporting this would also require achieving numerous granular objectives to aid operations leadership monitor the program.
- Support a technology-based approach to focus on specific segments and demographics
- A single unified and integrated platform
- Provide secured access to all parties and stakeholders
- New registrations
- Provide multi-channel access – web, mobile, phone, etc.
- Document management and control
- Service Request Management
- More rapid transactions
- 24×7 access
- Asset control
- Process Case Management
- Outreach program
- Legal Case Management
- Automated escalation workflows
Speridian’s Solution
After careful review, Speridian suggested the following integrated solutions:
- eService Portal for external partners
- ERP, SMS Integration
- Simplified Wizard for all the services used by Customer Care Representative
- Data Analytics, enhanced Reporting, and Dashboards
Adopting these would allow the client to meet their complex and interrelated needs, including:
- Heritage Registration and Management to register a Will, capture financial and non-financial information, manage documents, and file closing
- Provide a 360-degree view of a Heritage activities
- Provide a comprehensive Service Request system, available through all channels
- Capture accurate and timely asset details
- Ascribe assessment attributes with predefined weights
- A case based legal review process
Business Impact
The client experienced substantial operational improvements, with various systems tied together in meaningful ways.
- Improved client interfaces
- Improved workflow system, reducing duration and getting work directly to the right party
- Increased visibility of both workflow, performance, and outreach performance
- Improved customer satisfaction
- Greater asset visibility
- Integrated legal case management