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Back office processing

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Drive long-term results and strategic impact

Traditional ways of working and legacy systems are not equipped to deliver at the speed of business. Integrating your back office with front end operations is key to CX success. Our Smart Back Office solution embeds intelligence at the core of your operations, doing more with less and delivering quality at speed and scale.

Powered by RPA and analytics, it is designed to help you plan, manage, and automate your back-end operations, improving efficiency and allowing your people to focus on what matters most – improving CX and driving growth.

The depth and breadth of our experience across verticals enables us to deliver best in class services and security practices.

Long-term

#ResultsMatter

Accuracy
Accuracy
Reduce the risk of transactional errors
Speed
Speed
Reduce process cycle time by more than half.
Service Continuity
Service Continuity
Provide predictability, dependability, and continuity of services using virtual robots.
Ease of use
Ease of use
Easily implement, configure, and maintain with one intuitive interface
Workforce Agility
Workforce Agility
Improve outcomes and customer satisfaction with reduce process cycle time
Scalable Infrastructure
Scalable Infrastructure
Simplify operational scaling by decoupling resource costs from process volume
Strategic Focus
Strategic Focus
Delineate between rules-based vs, judgement decisions and use cases.
Processing Efficiency
Processing Efficiency
Reduce the cost of transaction processing by 80%
Track-record

Track record of handling high-volume operations across industries

Payment processing - stop/reissue payments and payments adjustments as well as complex insurance billing

Data entry, order processing, verification, management, escalation

Claims processing, adjudication, and pending and denied claims

Fall out records and resolution, grievance and appeals

Fax intakes and HIPAA compliant processing

Account authentication and ticketing

Tier 3 program application cases

Mailroom management

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How we do it

There is no one size fits all approach to deploying a smart back office. We blend Intelligent Automation and analytics with skilled people, and streamlined governance processes, to build the right solution for each client – one that drives 100% SLA compliance.

Technology: Intelligent automation and document processing + analytics

Our technical team collaborates with you to analyze processes and design a customized RPA solution. Integrating various analytics platforms and tools drives back- and front-office productivity by identifying and driving process improvements. Intelligent Document Processing (IDP) streamlines activities behind the scenes, helping you realize greater value and cost savings.

Empowered people

Agent development is a top priority. Our progressive KPIs continuously raise goals as agents gain tenure and proficiency. We capture opportunities for efficiency-enhancing adaptations, aligning goals to increase agent productivity and decrease idle time. To remain efficient and ensure coverage across all LOBs in the event of unforeseen spikes, we maximize scheduling and cross-skill agents.

Streamlined governance

Daily monitoring and reporting highlights critical areas and ensures visibility. Our enhanced System Issue Tracker supports prioritization and ticket filtering to identify high-stakes items and move them towards resolution.

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Clients choose ResultsCX for

Digital tools &
tech capability

Consistency of
results

Top-notch security & compliance

Hiring & retention success

Adaptability & collaborative partnership

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX

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Transform Your Customer Experience, Act Now!

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