Cora Orchestration, an easy-toconfigure workflow product that integrates smoothly with Aon’s great new app
After reviewing various business process management solutions, says Aon business analyst Robert Dawkins, the firm found that Cora Orchestration was the most flexible product and the best fit for its requirements.
Aon has embedded Cora Orchestration directly into Greater Insights — the front end of the system — to make it the workflow engine empowering the application. Meanwhile, the firm's operations teams is building a new workflow management process that supports client needs using Cora Orchestration's easy-to-configure and flexible workflow-design interface. As a result, Aon's clients now get better service because they can view case statuses online.
Cora Orchestration's business flow also directs work to the appropriate customer teams, who can access the Greater Insight web interface to keep track of the tasks they need to perform.
Increased speed and visibility
Here's an example of how Cora Orchestration serves the company's helpdesk, which handles queries on employee benefits. Suppose an employee calls the helpdesk to ask about a childcare voucher gone missing. When that happens, an agent opens a case in the system and enters all the details. The agent then assigns this case to the administration team, which takes charge.
Before Cora Orchestration, this process was manual and bottlenecks were a common problem. Staff used Excel spreadsheets and emails, and the turnaround time was much longer. Without visibility, errors like missed emails were inevitable. Now the process moves much faster, even on large teams where the potential for errors and delays previously was greatest.
Cora Orchestration has proven its flexibility. For instance, it lets Aon's users delegate cases to other users when an employee is out of the office. Administrators can even update case details themselves, where required.