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Case Handling the smart Way - W&W Informatik and Cenit optimize case processing at Wüstenrot.
  • These improvements let us optimize and individualize the way we forward incoming cases.
    Karl Rothacker, responsible group leader at W&W Informatik
Challenge

Wüstenrot Bausparkasse [Savings & Loan] AG, a subsidiary of W&W Group (W&W AG) relies on ultra-modern automation for its case processing. For years, incoming documents have been handled via electronic inboxes. To steadily optimize customer support and service, W&W strives to continually improve the underlying processes. Recently, an expansion update was installed to realize a number of improvement wishes on the part of Wüstenrot’s IT department. The changes have accelerated case intake, optimized document routing, and enabled more comprehensive monitoring. 

Solution

In collaboration with CENIT, the W&W project team expanded the mechanisms governing the automated case file management and mapped additional technical requirements with respect to the automated rules. Routing within the ILOG was optimized, and a case history was introduced. Wüstenrot staff can see via the portal what contract or customer changes have been made as a result of what case activity, and what documents (inbox and outbox) belong to a case file. Another innovation is data enhancement within the inbox: W&W’s systems now include more customer information in the data package appended to the case file in the inbox.

Benefits
  • Implementation of new, more precise rules in automated case processing
  • Addition of personal inboxes to the inbox system
  • Data enhancement within the inbox: greater transparency thanks to a broader customer information
  • Improved monitoring for increased work efficiency
Why CENIT

With its portfolio in the sphere of enterprise information management (EIM), CENIT is a specialist for IT-based management of enterprise-critical documents and information within core customer processes, primarily for financial service providers.

About W&W Informatik

W&W Informatik GmbH is the exclusive IT service provider for Wüstenrot & Württembergische Group. With about 850 staff, the enterprise develops and operates all IT applications within W&W Group and is responsible for networks, decentralized systems, architectures and computing centers.