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Background
Every week, a new ledger would be exported to the small credit control team from the billing system, in the form of an MS Excel spreadsheet, with several thousand rows across several worksheets.
The team leader would then manually go through this list and, based on certain criteria, would split the data into several smaller spreadsheets that would then be distributed to individual team members. This cost the team approximately 36 man days per year.
Solution
A simple web interface was written for the local web server, allowing the team leader to go to a web page and simply upload the large spreadsheet and, based on the criteria supplied, the back end would simply do the job for them. Within minutes, the team would all receive their individual ledgers on individual spreadsheets.
Development time, including testing: 7 days Saving: 36 man days in first year
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Background
A team of twelve people were responsible for the back office Billing functions for a medium-sized organisation. This involved processing tasks that were emailed by Customer Services and other front-line members. Of the 12-strong team, 9 were temporary staff brought in to manage the backlog, which was increasing rather than decreasing.
The team were unsure which work to prioritise and the lack of tracking meant that Customer Services were submitting chase emails, adding to the backlog.
Solution
A web-based tracking tool was written to allow submitters to track their queries, which also assigned work to the relevant member of the Billing team. The administrative benefits this gave meant that the backlog could be quickly erased and the new work processed speedily.
Development time, including testing: 2 weeks Saving: 9 temporary staff |
Background
A company was processing cancellations manually due to their system being broken. Three permanent staff needed to be hired in order to handle the administration, as cancellation rates were increasing.
In addition, customers' services needed to be manually ceased as a separate process, requiring more work and more time.
Solution
A comprehensive cancellations system was developed, interfacing directly with the back-end systems. No further staff were required and the customers were automatically kept informed during the process, reducing phonecalls into the call centre.
Development time, including testing: 6 weeks Saving: 3 vacancies and significant call costs |