Query Management (Package)

Our Query Management packaged service offering provides clients with a commission query management solution that supports the process from initiation through to closure.

Capture of queries and corresponding meta-data
A standard form is used by all payees to capture queries in a common way, indexing them from drop down pick lists to ensure simplicity, consistency and accuracy.

Management of status and identification of root cause issues
All queries are centrally stored, providing one place to search, locate, update and eventually close cases. Ongoing interventions that are required throughout the lifecycle of the query are logged, along with the final root cause issue, thus providing valuable data for subsequent analysis.

Analytics reporting on root cause issues, KPI’s and SLA’s
A set of standard reports is automatically generated to show the current backlog of queries, their status, ages and closure rates.