Professional case handling systematised in Teknisk Landsforbund
Teknisk Landsforbund (The Danish Association of Professional Technicians) wanted a new ESDH system that was able to support the professional case handling provided to its members, as well as to accommodate the administrative procedures spanning both unions and local departments. The system also had to be future-proof and ready for archiving of documents and cases for a union- and unemployment fund system that had not yet been chosen.
Through a number of implementation workshops, it was decided to employ a solution structure that prioritizes member- and employer related cases with master data integration to the existing master data directory of the members (Winnie). Added to the solution, a structure was established to handle non-member related cases as well.
The solution was built around department queues for case distribution between unions and local departments, and by using GetOrganized’s process engine, Teknisk Landsforbund was able to set up templates and working procedures so that case handling would be standardized, following the templates and processes defined by the organization itself.
The implementation process was designed after a number of configuration blocks and planned training sessions, which enabled Teknisk Landsforbund to make the best decisions regarding organizational fit.
With Netcompany’s solution in place – called GeOrg at Teknisk Landsforbund – the organization has gotten what they themselves describe as: “a great it-platform for our professional case handling. We are able to work on the same material across different geographical locations, and the fact that everyone can access everything frees up a lot of time during the day. The amount of member-information registration has gone up tremendously, meaning, of course, that we spend more time in this, as compared to when we didn’t register at all, but the end result will be that members experience a higher level of service, whilst the competencies of our employees expand due to increased knowledge sharing”.