Category: Adaptive use of Case Management in the Back Office

Info Edge India Ltd nominated by Newgen Software Technologies Limited

Overview

Info Edge India Ltd. is India's leading online classifieds company with a strong portfolio of brands, experienced management team and a business model that is driven to further capitalize on its first phase of growth. The company wanted a robust, scalable, enterprise class solution for Naukri.com, India's biggest jobsite and its flagship brand. They were looking for a solution to standardize five core processes namely resume writing, cover letter, application writing, and info-graphic resume and video resume script writing.

About Info Edge India Ltd

Situation
  • Lack of complete process visibility/transparency in processes
  • Isolation of departments/work, no proper communication channels
  • Delays in customer response resulting in poor customer satisfaction scores
  • Manual work distribution process resulting in poor resource utilization
  • Handling the extensive volume of transactions related to the job application process
  • No repository to maintain the transactional data
Implementation & Innovation
  • Goal driven dynamic case management aligned with business strategies
  • Automatic work distribution based on skill set
  • Convergence of BPM, ECM with complex event processing to support dynamic case management
  • Drill down analytics for process visibility and user accountability
  • Automatic Case Management pattern for work distribution
  • Implementation of Incident Management processes that respond to unpredictable events
Benefits
  • Efficient tracking and monitoring of each case
  • Faster resolution of customer requests resulting in higher Customer Satisfaction
  • Greater Market Penetration
  • Repository to maintain all transactional data
  • Automatic work distribution leading to reduction in Turn-Around-time and Operational Costs
Technology
  • Dynamic Case Management suite including OmniFlowTM, OmniDocsTM
  • Business Analytics
  • Newgen proposed a new process - PROagile approach