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Wrike: How a Highway Company Can Improve Its Processes
Project:
A major motorway company needed to monitor the work of its various departments, with particular attention to tracking the activities of delicate processes, where it is essential to meet deadlines and manage all preliminary verification and authorisation activities in a timely manner. Ibic’s intervention started with an analysis of the existing processes and workflow, and then configured specific workspaces, activities and flows within Wrike. The two most relevant applications concern contract management and claims management.
Contract Management: Managing contracts with companies supplying equipment and services requires work involving several people and must begin long before the actual expiry date. Each renewal has customised aspects, linked to controls and practices that cannot be managed by a structured application.
The fundamental steps of approval and final settlement of the contract must always be tracked, with certainty as to who has carried out each activity. For this reason, a working model has been created on Wrike with a standard workflow, but which can be customised each time, involving different people according to the specific needs of the contract.
Complaint Management: Another important requirement was to manage complaints from users in a transparent and easily shareable way, ensuring compliance with the new corporate service levels, which demand that a claim should be closed within a maximum of 30 days. Each complaint may have different origins and require checks involving various offices and people. With Wrike, it has been possible to track each complaint, define the sub-activities necessary for its closure and monitor timeframes and deadlines in order to offer the end customer the best possible service.
Results:
The Execution Department now has the possibility to monitor, in one place, the progress of complaints and the management of expiring contracts, analysing who is in charge of the various activities and intervening with the necessary general guidelines when useful. The tool has contributed to greater clarity in the management of work, even in other areas, by facilitating dialogue and sharing between team members.
