LARGE LOGISTIC PROVIDER ENHANCING CUSTOMER EXPERIENCE THROUGH ENTERPRISE CASE MANAGEMENT

CLIENT

SOLUTION

Mphasis helped the client build Case EBS on renewal tenets using core PRPC platform that proactively and reactively makes every experience outstanding. It provides foundational capabilities and a “single source of truth” for case information on an efficient platform that is scalable, extensible, and responsive to business needs. We also helped them with -

• System Integration using REST/SOAP/JMS connectors/services

• Case APIs to support case creation through external interfaces

• Integration with Image system to control user/operator access on Case EBS

• Pulse to communicate case notes

• Integration with EDM system for document/content management, which includes in-built virus-scan for uploading document

• Document management of types- video, image, email, word, PDF are allowed, and maximum size of upload can be 10MB for single file. This is useful for viewing images of found and damaged packages if any

• Fetching document metadata at runtime and showing in Case View of Pega. Upon click of a link the document will be opened in the Document Management system using OAuth based SSO integration with document management system

• Continuous Integration/Continuous Delivery

• Multi-level approvals

• On-demand release through DevOps pipeline

• Handling various types of notifications (email, text, bell etc.)

• Service level agreements (case level, task level, stage level)

• Different kinds of routing – location-based, skill-based, agent-based, and routing based on origin and destination locations

• Case creation using various channels (IVR, chat, manual, online, email, phone, and proactive event (VISA))

• Auto resolution of cases based on scan events

• Archiving and reporting