Success Stories
The following are excerpts from LBi Case Studies. Click on the PDF file next to the synopsis to view or download the complete Case Study.
CaseManager:
An Expertly Designed Solution to Meet a Specific Need
|
|
CaseManager is a complete, browser-based application providing a comprehensive solution for managing and tracking HR, Payroll and Benefits calls - from the Customer Service Representatives (CSRs) to the HCM Specialists who support the escalated cases. And CaseManager will actually help to reduce calls over time by identifying policies, procedures, and guidelines that might be presented in a clearer fashion. By reducing the calls over time, CaseManager will provide a rapid payback for your investment.
|
|
|
|
Excess Plan Election Website
|
|
Due to IRS regulations, our client was required to obtain payout elections from over 1400 members of its Excess Plan. LBi proposed and implemented an election website in under two months.
|
|
|
|
Increasing customer service by adding Speech Recognition
|
|
Feeling the competitive pressures of the financial industry, a global financial company set goals to improve customer service and increase customer satisfaction while reducing costs by offloading calls from CSRs to the automated IVR system. LBi redesigned the IVR script and added Speech Recognition, increasing call completion rates by 30%.
|
|
|
|
Secure Transactions in IVR Systems with Speaker Verification
|
|
For the past two decades, IVR systems have been used to capture information over the telephone without any accurate means of determining the identity of the caller. Now with the use of Speaker Verification the caller’s voice print can be verified. This new technology vastly improves the security of IVR applications.
|
|
|
|
Improving the Year End Process
|
|
Our client's Year End process consisted of manual tasks, handwritten notes and various ad hoc jobs, not in production libraries, but sitting on top of people’s desks. LBi was charged with gathering all this disparate information and paperwork and “productionalizing” the tasks to complete the Year End process, which included annual supplemental payrolls, tax update implementation, W-2 and 1099-MISC creation and printing, and Puerto Rico tax forms.
|
|
|
Data Warehouse:
Developing a SOX-Compliant, Future Oriented Solution
|
|
A large financial institution required the capture and tracking of its eight Incentive Compensation Grants. By designing with the future in mind, LBi delivered an elegant solution utilizing .NET, Access and Oracle. Audit controls were built into the solution, paving the way for SOX certification. And, for the first time in 13 years, the client can access their various equity grant products in a unified database.
|
|
|
SOX Support Services:
Eliminating Audit Points and Becoming SOX-Compliant
|
|
Our client had internal audit issues concerning some of their benefit plans. They needed a design and implementation of procedures that would allow a demonstrated data reconciliation between source and destination systems. Within a year, a template-driven approach was developed for the entire department to meet SOX requirements and establish key controls, reconciliation models, and procedures required for future maintenance and support.
|
|
|
|
Field Agent Support
|
|
The client was a sports organization that had field agents who travel from site to site, recording observations on potential recruits. The field agents needed the capability to run software to track the required information and transfer it remotely to the main office. LBi designed a custom solution utilizing VB.NET architecture communicating with a Websphere back-end.
|
|
|
|
Documenting Business Functions
|
|
Our client needed to quickly and thoroughly document twelve different functions that consisted of both manual and systematic tasks. LBi’s approach was to create a “Procedures Guide” for each functional area requiring documentation. The process used to create each guide was to observe the users and create the document through an iterative feedback process.
|
|
|
|
HCM User Training
|
|
Long-time veterans of our client’s payroll and benefits departments wanted to learn to use a query tool packaged with their Human Capital Management (HCM) system to assist them in creating test cases for SOX compliance. Rather than spend thousands of dollars and precious days in standardized/general training courses offered by the HCM application vendor, our client called on LBi to create specific classes to fit their immediate need.
|
|
|
|
CaseManager
About LBi
CaseManager Case Study