Case Management
pControl Case Management provides independent case life-cycle management for managing reconciliation breaks or external service provider exceptions to resolution.
Case Management is fully integrated with the pControl Reconciliation module, or may be deployed with other pControl modules to manage the impact of any exception or service level breach.
Once a case is captured within Case Management, decisions are tracked through the case’s life-cycle capturing all events to completion. This provides the foundation for claims recovery and the basis of reporting against Service Level Agreements.
Features
- Scheduled auto creation of cases including allocation to owner during auto reconciliation or close reconciliation processing.
- Ad-hoc execution of case creation rules.
- Manual entry of individual case details.
- Document creation processing and triggers.
- Ability to reassign case owners.
- User-defined case escalation, auto and manual closure rules.
- Support for none, one or multiple underlying reconciliation items in a case.
- Link and merge case functionality.
- User-defined case types and associated corrective actions.
- Auto calculation of case value.
- Ability to manually capture compensation.
- Aging and SLA report monitoring.
- Full audit trail of all case decisions and recording of detailed processing activity allows review by stakeholders and auditors.
- Attention Status Monitor dashboard provides real-time exception monitoring for any activity with critical completion or Service Level Agreement deadlines.
Processing
Case Management is fully integrated within the Reconciliation end-to-end control framework, or may be deployed with other pControl modules to manage the impact of any type of exception or service level breach.
The Reconciliation end-to-end control framework and standard process template delivers a known end-state with defined target metrics. This simplifies client re-engineering decisions and ensures a predictable time-line to benefits.
Solutions
The Case Management capability is included within the following solutions:
