The SPOC workflow solution Savana implemented consolidates multiple systems into a single user interface, eliminates many manual activities, increases the efficiency of remaining tasks, and automates work assignment. The solution provides a defined structure and transparency to the process; allowing the organization to easily show auditors that they are meeting regulatory requirements. Prior to the Savana solution, work distribution required a series of steps. A nightly mainframe report was distributed to a team who manually determined case assignments, and then distributed those assignments to supervisors. Supervisors in turn distributed lists to their teams.
SPOC representatives kept personal spreadsheets of assigned cases, and spent hours a day reviewing lists to determine what cases to work that day. SPOC reps had to navigate through a multitude of servicing green-screens, and use multiple applications to work their cases. Managers spent hours every week manually assembling reports on what was accomplished.
With the Savana solution, SPOC reps use a single user interface. The Savana SPOC solution pulls data from the core servicing system into logically organized, modern point-and-click screens – no more lengthy green-screen training. Scripts are incorporated into the user interfaces – no more maintaining a thick notebook of training guides. Actions taken on each case are granularly recorded – no more reading case notes to determine what happened. Ad hoc reports replace manual compilation of report data for managers.