zoompower2017 - knowledge base automation, configuring petitions & workflow
TRANSCRIPT
Copyright © 2017 INSZoom®
Automation of Immigration Case
Management
Prasath Subramanian | Product Manager | INSZoom
Amanda J. Schilling | Business Analyst | Ogletree, Deakins
Copyright © 2017 INSZoom®
Background
Changing Landscape and Consumers of Immigration service
Rapidly evolving technological advances and increasingly
demanding Corporate needs.
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Indicators as per AILA Task force report - 2016
A 60-second search online, in comparison, can provide a potential client the answers
they need.
47% of consumers, likely to retain services of a firm offering the convenience of online
access to legal services and documents – Study by YouGov - UK
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With 50 offices in the United States,
Ogletree is a leading Labor and
Employment law firm with a thriving
immigration practice servicing clients in
the US and globally.
Ogletree is a leader in employment-
based immigration and is well-known
among national, international business
circles.
Focus
Ogletree’s immigration service automation targeted:
• enhancing operational efficiencies
• improving customer service satisfaction levels
• utilizing a technology platform that allows greater
control and flexibility in business operations.
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Enhance business efficiency
Improve competitiveness
Increase customer responsiveness
Opportunity loss to up-sell/cross-sell services
High operating costs of inefficient processes
Manual workflows delaying customer
response time
Business Challenges
Business Needs
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How INSZoom helped
INSZoom partnered with Ogletree, assessed the current
processes, challenges; provided the tools to design and
deliver a solution that caters to the growing needs of
Ogletree’s services.
Post the gap-analysis, INSZoom further broke the objectives
into specific milestones. Key automation ideas implemented:
• Automate – Petitions
• Petition templates
• Custom Questionnaire and Form template
• Letter templates
• Email templates
• Streamlined the process with ‘Steps & Reminders’
• Automate stakeholder communication using ‘ZoomEvents’
INSZoom stepped in and applied a
mix of skills:
• knowledge of the client’s industry
• Industry leading experience in
Case Management and
• Best practices in managing
global Immigration automation.
Solution
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Knowledge Base: Automate Petitions
• Be as descriptive as possible with petition descriptions
• Group petitions together using My Petition Groups
• Configure petition with forms, events, emails,
questionnaires, etc
• Tighten the process with detailed Steps & Reminders
• Use Copy From feature to save all configurations to
new petitions
• Automation is critical for peak processing times
(Quota line advancement, H-1B quota)
- I-485- filed 1800 cases in 3 months
- H-1B quota- filed 91% of cases on day 1
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Knowledge Base: Email/Letter Templates & Questionnaires
• Create email templates for all communications
• Pre-attach documents (FAQs, Photo Instructions)
• Keywords
• Group with Email Template Groups
• Copy to new templates for editing
• Letter templates
• Cover letters, posting notices, etc
• Keywords
• Custom questionnaires
• Build custom questionnaires for each process type
• Use Custom Data for questions not in database
• Copy to new questionnaires
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• An interactive Portal for FN that elevates experience to Wow
• FN Self service
• ‘To-do list’ for easy access to assigned Questionnaires and check-list
• Status tracking
• Alert & email notifications – Self and dependents
• e-consent to authorize and adhere to guidelines
• Feature rich - Library of documents, FIRM/Corporation Contacts, Travel history,
Case history, Important dates
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• Hierarchical visa request initiation
• Request review and Approval
• ‘To-do list’ for easy access to assigned Questionnaires, documents
• FN status tracking, alert & email notifications, Travel history, Case history
• Feature rich – Autocomplete FN search, Library of project documents, Important dates
• Real-time, controlled Ad-hoc reports
• Faster collaboration
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Electronic Consenting (e-consent)
• Automate Legal consenting electronically
• Manage multiple versions of consent templates
• Consent activity log
• Flexibility to do consenting on need basis
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Milestone - Increase your reporting scope
• Better categorization
• Assign responsibility
• SLA visibility & adherence
• Visibility to FN / HR
• Determine trend
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Zoom Integrator
What is it ?
Bulk data transfers back and forth between any System and INSZoom
Data source – HR systems, CRM, Any of Law firm or Corporate systems, Excel
spreadsheet
One time (e.g. H1B- Cap Season, Acquired New Customer)
Ongoing (Daily, weekly etc.)
Value
RFI readiness
Reduce error by automation
Save cost on manual data entry
Self service to monitor data Import / export
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Business Benefits
• Customer experience improvements: Significant improvements in client and FN
experience contributed to revenue assurance, and enhanced customer reputation.
Streamlining of work flows helped:
– Greatly reduce case processing times
– Free up resources to provide better service to clients
– Improve visibility to stakeholders
• Lower operating costs: Expanding workflow automation to all processes allows Ogletree to
minimize costs through improved operational efficiencies.
• Greater business agility: Advanced reporting capabilities built on top of the automation
workflows delivered greater transparency and reporting capability allowing Ogletree to become
more agile and responsive to customer demands.
• Real- time visibility and control over processes: The automated workflow allowed
Ogletree to implement a high performance culture, enabling management to proactively
identify and manage process changes required.