The Client: A leading credit card company in the United States

Overview

The client found it increasingly difficult to track and manage cases related to IT incidents, as well as customer and employee complaints that affected its operations and reputation. Managing such cases with manual systems and spreadsheets were time consuming and tedious. The MetricStream Case Management App, deployed on cloud, offered the client the ability to streamline and automate their case management workflows. The app also enabled the client to gather and consolidate case data centrally in an organized fashion, giving stakeholders a real-time view of cases across the organization.

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The Solution

Deployed on the MetricStream GRC Cloud, the case management app can be directly accessed through a private infrastructure that supports quick deployment and provides robust security, scalability, and extensibility at low costs.To help the client gain complete visibility into the case management processes, as well as to highlight critical cases, the app provides graphical dashboards with capabilities that enable users to drill-down into the finer levels of detail. Cases can be tracked in real time, and in-built analytics can be leveraged for trend analyses.Out of the many vendors that were evaluated, the client preferred MetricStream due to the scalability and configurability of its apps. The MetricStream Case Management App, deployed on the MetricStream GRC Cloud, has provided the client with a wide range of case management capabilities.

The new system helps the client streamline and automate each stage of the lifecycle including case creation, triage, investigation, resolution, closure, and reporting. It helps the client consolidate all their case data from across the company onto a centralized repository, making case assignment, collaboration, and reporting easier and more structured. The system is able to handle 300+ cases per month.

Below are the key features of the implementation:

Case Creation and Routing

With the case management app, the client can directly log a case or trigger it from various sources, such as emails and online portals. The app further enables them to classify and prioritize cases based on the severity level, concerned department, etc. Cases are then routed for review and approval to authorized users, giving the leadership a clear view of who is responsible for each case.

Case Investigation and Monitoring

The app captures action plans for investigation to determine the cause of a case and the responsible business unit. Tasks with clear due dates can be assigned to multiple users, enabling parallel investigations. Streamlined workflows help multiple users to work collaboratively. In addition, the progress of an investigation can be accurately captured through comprehensive audit trails and reports.

Case Resolution and Closure

The case management app routes cases either directly for closure, or for further investigation and remedial action. After the investigation, the app enables the client to assign and track multiple remedial actions for every finding, and cases are closed only after the effectivenes of the remedial action has been verified.

Case Reporting

To help the client gain complete visibility into the case management processes, as well as to highlight critical cases, the app provides graphical dashboards with capabilities that enable users to drill-down into the finer levels of detail. Cases can be tracked in real time, and in-built analytics can be leveraged for trend analyses.

Cloud-Based Deployment

Deployed on the MetricStream GRC Cloud, the case management app can be directly accessed through a private infrastructure that supports quick deployment and provides robust security, scalability, and extensibility at low costs.

The Challenge

As part of their role, the client’s operation and technology team (O&T) is required to identify IT incidents, as well as customer and employee complaints that need to be addressed on priority. However, these incidents and complaints, were difficult to monitor and track. Moreover the client’s parent company overlooks these incidents from initiation to closure. Reporting was not consistent, and therefore did not provide a clear and comprehensive view of these incidents.

Earlier, the team had to sweep? through multiple systems, spreadsheets, etc., and consolidate case related information. The process of gathering this data was largely manual and took up a lot of time and effort, making it increasingly challenging for the team to bring cases to closure.

What made matters worse was that cases were often tracked and managed in siloes. Sifting through multiple emails and spreadsheets caused duplication of work, redundancies, and inconsistencies.

Without a formal process to track a case from start to end and a proper centralized system in place, a significant amount of the work done by the team in identifying stakeholders, triaging the case, and managing related issues were difficult to track. At any given time, the client and the parent organization lacked visibility into these cases, their status, or the impact of the associated risks on customers and the company as a whole.

It was clear that this approach was not efficient or scalable. The client needed a more capable and costeffective system to automate and streamline their processes.

Benefits

  • Streamlined, Structured Approach to Case Management
    The app has helped the client do away with sorting through multiple systems, emails, and spreadsheets. Instead, it provides them with a centralized database in which they can store, manage, and retrieve case data from across the company. This common database also enables stakeholders to cut across siloes and collaborate effectively on case investigation and resolution.
  • Comprehensive Visibility into Cases
    Reports and graphical dashboards provide the client with a real time view of case data at an enterprise level. They also offer a finer detailed view into each case, highlighting areas of concern and possible risks. Since accurate data is readily available in an organized manner, the client is able to make decisions quickly. In addition, the parent company has complete visibility of all cases in real time.
  • Automated and Standardized Workflows
    The case management app has helped the client automate many of the processes that were previously done manually. This has saved time and effort, and enabled resources to focus on larger, more critical issues. Cases can now be managed proactively, and associated risks can be kept track of and mitigated in a timely manner.
  • Enhanced Regulatory Compliance
    With a robust case management system, the client is able to keep track of cases that potentially violate regulatory requirements. The client can log non-compliance cases, and investigate and resolve them thoroughly, reducing the risk of non-compliance. Issues of non-compliance can be addressed proactively and resolved before it spirals out of control.

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