RSA Transforms Back-Office Productivity and Effectiveness

Solution

When RSA engaged with Verint, everything changed. The insurance giant deployed Verint Operations Manager™ to gain end-to-end visibility into its complex, multichannel transactions and processes – enabling the company to manage them more effectively.

The solution includes:

• Multichannel transaction capture and visibility of all CRS resources
• Single view of CRS work, people, and processes
• Capacity planning to match workloads with available resources
• Work prioritization and allocation, ensuring the right people at the right time with the right skill
• End-to-end process service management
• Quality assurance and compliance monitoring
• Real-time performance dashboards, scorecards, and analytics; and
• Business consulting to transform the organisation’s way of working.

During a 20-week transformation journey, the Verint professional services team developed an agile and adaptive solution to help streamline and automate many of RSA’s existing processes. The solution empowered RSA leadership with the actionable intelligence and business practices they needed to drive operational excellence.

“We gained complete insight into process inefficiencies, true volumes, skills, capacity, and demand by the second,” explains Rebecca Henry, operations director at RSA. “We use this unrivalled insight to improve performance and more effectively plan and balance workloads. For the first time, the leadership team felt empowered.”

The employee experience changed too. Individuals and teams now have clarity over expectations and goals, better day-to-day control, and more confidence.

“The commitment and collaboration of the entire Verint team was exceptional,” Henry continues. “They understood our business, our goals, and the challenges we were up against. Working with us, they unlocked the potential around what data could do and how we could get our entire workforce to operate differently.”

The 20-week journey began with an open discussion between Verint and RSA leaders to explore the organisation’s vision and risk. Subsequent interview workshops identified eight defined areas for the customer journey, its complexity, and the volume of processes. Post go-live with Verint Operations Manager™, RSA staff clearly understood their workloads, the number of items that needed to be processed, service standard achievement, and much more.

“It was as though someone had finally switched the light on,” says Johnson.

“We were able to talk through metrics we never saw before. Verint was instrumental in this success. I was really impressed by their product and how they partnered with our organisation. They talk about the RSA business as if they are employees.”