Changes to BPEM case volumes can occur for a number of reasons, seasonal variances, system defects, tariff changes, or unexpected increases in certain customer activities, for example an influx of home-moves or acquisitions.
It can often be difficult to manage the Back Office workloads and respond to changes to the inflow case volumes. No matter what the cause, ideally we would like to know ahead of time if there have been significant events concerning the case volumes. It is for this reason that Boomerang provides the ability for managers to be notified when significant changes to volumes of cases occur.
BPEM Case Alerting within Boomerang, will pro-actively alert managers via email when the following scenarios occur:
- The number of BPEM cases created in in the last x hours exceeds a configured threshold.
In the event that you have a larger than expected number of cases created overnight, your operations and/or billing managers can be notified.
- The total number of open BPEM cases past their due date is above a particular percentage threshold.
For example if we have 50% or more of our billing outsorts BPEM cases that are past their due dates. This is particularly useful if the due date for the case relates to some form of regulatory compliance or impact to the customer journey.
- The total number of open BPEM cases for a particular case category exceeds a configured threshold.
This is where your total backlog of cases is far higher than expected.
- The number of BPEM cases created falls within the last x hours is below a minimum tolerance.
Perhaps no cases have been created, or far fewer than normal. Perhaps there is an interface issue, batch failure or other defect that is preventing the cases from being created. Ideally we would like to know as soon as possible, so that the Back Office teams are not stranded without work.
Alerting rules are configurable at Case Category level
Boomerang provides the ability to configure different alerts thresholds for different case categories, for each of the above scenarios.