October 2008
IBM and World Omni Financial Corp. are joining forces to boost the customer satisfaction, quality and operating efficiency for which the automotive servicing company is known.
World Omni and its subsidiaries will now use IBM FileNet software, which will increase its straight-through processing and result in the automatic adjudication of previously manual work steps.
The relationship will allow World Omni’s CenterOne Financial Services third-party servicing unit to access critical information on demand and take its services to a new level of operating excellence.
As a result of using FileNet, work is completed faster with a lower degree of errors and edits. The company has also gained the capacity to monitor process performance metrics using IBM Cognos.
"Communication is where information management becomes critical," said Sanjay Rishi, vice president and global automotive industry leader for IBM and author of the company’s IBM Automotive 2020 Global Study.
"World Omni’s CenterOne unit is making customer service and quality a top priority as they put accurate, real-time information at the fingertips of their customer service associates. Such information translates to effective customer interactions that result in customer satisfaction and loyalty."
CenterOne embarked on a business process re-engineering effort last year aimed at optimizing key aspects of its operations.
This included streamlining processes, the on-going training of associates to handle exception processes instead of manual or repetitive work, and investing in and effectively leveraging information systems and supporting technology.
The goal was to build a business/information technology framework – an Information Agenda – that would allow its disparate systems to more effectively collaborate in support of business objectives
According to the recent IBM Automotive 2020 Global Study, by the year 2020 consumers will be better informed, more demanding and more environmentally conscious when it comes to purchasing vehicles.
As a result, communication will continue to be a vital tool in retaining valued customers.
“CenterOne provides a sophisticated suite of account servicing solutions,” said Larry Williams, assistant vice president of Business/Process Re-engineering for CenterOne.
“Our business is subject to marketplace regulations and varied client requirements, which increase the challenge of structuring effective and consistent business processes. It’s a complicated business, but by developing an Information Agenda, we have been able to achieve real business process transformation that will increase our efficiency while improving our quality and customer service. We believe this will help us build customer loyalty and position CenterOne for cost-effective growth.”
Using IBM’s FileNet enterprise content management and business intelligence software from IBM Cognos, CenterOne is increasing the productivity and quality of its operations and effectiveness of its associates through process automation.
The company has also gained a business process management capability that it is using to improve additional processes throughout the business.
Also, an additional benefit resulting from the use of IBM’s content management technology is that the company has reduced its paper usage by approximately 169,000 pages annually.
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