Project Overview
Propoint Technology, Inc.’s (Propoint) long-standing client is a large state pension. This government pension system manages the successful investment of funds for more than two million pension recipients.
This large state pension investment office manages the lifecycle of pension investment transactions/trading in capital markets (buying and selling stocks and bonds). The Data Integrity Group (DIG) within the investment office has the role of ensuring that the data is correct and in sync with trading activities so that it can be reported correctly to the bank.
The Data Integrity Group (DIG) within the investment office is responsible for:
- Managing trading data integrity, reconciling data when trades happen, and ensuring data is reported properly.
- Maintaining accurate security master data for capital markets securities, including resolving discrepancies with new and delisted companies.
- Addressing a constant flow of email inquiries on trading data issues.
The Problem
DIG’s process for managing the workload was highly manual and typically began with an email. The DIG team used email chains with routing rules to route incoming emails to Microsoft Outlook folders created for different types of requests. DIG team members were assigned to specific Outlook folders to review emails, determine if action was necessary, and then perform that action. The resolution and status of issues and requests triggered by the emails were hard to track. DIG management had a difficult time understanding and effectively managing the volume of work. It was too easy for important problems to get lost or remain unresolved.
The DIG team needed a system to manage a large volume of time-sensitive, business-critical emails across multiple inboxes. The system also needed to understand what types of cases were being submitted and provide management with dashboards and reports for better visibility of incoming case types and volumes as well as management of the team working the cases.
Propoint’s Role and the Solution
Propoint was selected to assist the DIG team in designing, developing, and implementing a Salesforce-based email-to-case management solution – a “console” function that organizes workflow and provides greater visibility of that workflow to management. Propoint provided developers, testers, project management, and change management support to collaborate with a Salesforce Technical Architect in the creation of the DIG Ops Console. The DIG Ops Console included:
- Email to Case Management – automatic conversion of emails into trackable cases, improving customer query handling and responsiveness.
- Workflow Automation – integrated automated workflows to streamline processes, reduce manual effort, and ensure consistency across DIG team decisions.
- Email Templates – the ability to create and share email templates among the entire team to more efficiently respond to emails.
- Custom Reports – the ability for users to create custom list views and reports, to supplement those developed as part of the console.
- Visual Indicators – to flag priority cases and in-app notifications when team members are assigned a case.
- Management Reporting – to support workload balancing, statistics to support appropriate staffing levels, and case reassignments as needed.
- Data Tracking and Analysis – leverage system capabilities to facilitate comprehensive data tracking and analysis, enhancing insights for informed team decisions.
The Salesforce platform was particularly well-suited for the DIG Ops Console and the needs of the DIG team due to its integration with the Outlook email platform already in use, including case routing features implemented in Outlook via Message ID. This allows the solution to identify when follow-up messages related to an existing case arrive through the system and automatically associate them with that case. The solution understands what types of cases are being submitted and whether they need DIG team attention or are informational and can be closed without staff oversight.
- Reduction in errors
- Reduction in lost and duplicate requests
- Standardization of case processing
- Quicker response times and case closure
- Improved collaboration and knowledge sharing
- Greater transparency into case activities and status
- Data-driven management decision making
A summary of the DIG Ops Console Efficiencies is provided below:
Learn More
Project support is multifaceted and adaptable across all business sectors. In the case study mentioned, our services encompassed Salesforce design, development, and implementation, complemented by project management, testing, and change management. However, our expertise extends beyond these areas. We have a proven track record in providing comprehensive project management, analysis, testing, and communication services. For a deeper insight into our capabilities, consider our Statewide Electronic Visit Verification Case Study, which showcases our role in assisting California’s implementation of the Electronic Visit Verification (EVV) system.
If you would like to discuss how Propoint can best support your business and projects, please contact us at info@propoint-technology.com or on LinkedIn.
About Propoint
Since 2005 Propoint has proudly delivered a full suite of information technology (IT) and management consulting services to a wide array of State of California departments and programs. We provide services that are tailored to individual client needs. Our philosophy is to listen first, ask the right questions, and then “get to the point” – providing our customers with the relevant and timely direction needed to reach core business objectives.
