The Solugenix Center of Excellence: TRACE

According to McKinsey, nearly 45% of business tasks can be automated based on business rules. Robotic Process Automation (RPA) empowers you to begin that process in a cost-effective and non-invasive way.

IT Processes: Password resets, server disk space clean-up, file monitoring, SQL queries automation, remote service restart
Dual-Purpose Audits: Calculate whether the price and quantity are different across sales invoices, sales orders, and shipping documents
Compliance: AML/KYC, rule monitoring and compliance reporting
Phone Interactions: Translate voice to digital for automation
Accounting & Admin: Asset and cash reconciliations, client onboarding and fund setup, and fund accounting/NAV calculation

We keep an inventory of all auditable areas to align with Quality Assurance processes and ensure governance is met, grouping our audit activities into three buckets: agent performance, support center performance and compliance audits.

Agent performance is tracked through agent score cards and walk-the-floor monitoring. Score cards include call monitoring, ticket reviews, and contact metrics.

Our support center performance is tracked using aging ticket reviews, daily operational reviews of SLAs and KPIs, queue monitoring, and CSAT surveys.

To ensure regulatory compliance, we begin all engagements by identifying all auditable areas, such as HIPAA, FDA, SEC, and more. Then we perform regular internal audits on both documentation and processes to ensure consistency with the regulations. We maintain compliance artifacts in case there's ever a need for review.

Our team includes experts in Agile, Six-Sigma, Value-Stream Mapping, HDI, ITIL, Kaizen Method, and more.

We are constantly experimenting and re-engineering processes, especially in response to technology improvements. However, mature processes and training rigor aren't enough today. You also need to leverage technologies such as automation and predictive analytics while they still confer an advantage.

We continuously train staff on customer service, case handling and trends in the industry, while simultaneously evaluating emerging technologies to further reduce costs, improve customer experiences and mitigate risk.