Boomerang Overview

Boomerang is an Add-on to standard SAP IS-U and FI-CA, that provides analytics on SAP exception handling.

We know that BPEM/EMMA exceptions in SAP for Utilities can impact nearly every aspect of operations within a Utility. From increased operational costs to affecting the customer experience. It is therefore important to be able to manage rework rates and to be able to manage team workloads based upon changes in exception volumes.

Boomerang provides the following functionality:

Re-work analysis for BPEM exceptions.

It’s critical that your agents are fixing exceptions first time and are not generating re-work for themselves or others. But how can you know the effectiveness of your Back Office if you do not have the analytics on rework ratios?

Boomerang provides the ability to measure rework levels across the BPEM case categories. In this context we define rework as any new exceptions created because previous cases have not been completed correctly/successfully. Boomerang provides analysis on reoccurring exceptions in the billing system.

Boomerang provides the following analytics capabilities:

• Overall re-work levels across the Back Office.

• Re-work levels per individual Case Category.

• Re-work levels per agent.

Proactive alerts to manage spikes in BPEM exceptions.

Volumes of exceptions can change due to a number of factors. Seasonal variances, changes to tolerance configurations and system changes or defects are just some of possible reasons for a variance in exception numbers.

It can often be difficult to manage the Back Office workloads and respond to changes to the inflow exception volumes. It is for this reason that Boomerang provides the ability for managers to be notified when significant changes to exception volumes occur. Boomerang is designed to provide alerting capabilities for the effective and proactive allocation of Back Office staff. This could be changing the allocation of staff or work priorities to responding to unexpected spikes in certain exceptions. Or it could be that the number of overdue exceptions in a critical area needs to be addressed.

Boomerang provides the ability to perform proactive alerting based upon the following events:

• The number of exception cases created for a particular case category exceeds a configured threshold.

• The total number of open exception cases past their due date is above a configured percentage threshold.

• The total number of open exception cases for a particular case category exceeds a configured threshold.

• The number of exceptions created falls below a minimum tolerance.

When the configured thresholds are breached, email alerts are sent out to the specified recipients. Managers can receive email alerts ‘globally’ for all configured case categories or alternatively subscribe to email alerts for particular case category types only.