Investigative Fraud Case Management System

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OpenText Active Client Management

Artificial Intelligence

Enterprise Content Management

Business Process Management

Case Management

Workflow

Time & Labor Management

Archive Management

Integration With DMS & SAP

Integration With DMS & HR

Integration With DMS & AI

Investigative Fraud Case Management System

Manual processes, customer retention, underwriter effectiveness, customer service response, and claims cycle times, risk mitigation, regulatory compliance, incident, fraud management are all areas of typical challenges that are undergoing digital automation. The organizations that understand the compelling need for this transformation, and that take advantage of the tools available today to increase operational efficiency and streamline critical Line of Business (LOB) processes, will be leaders in the industry for years to come.

The Active Client Management(ACM) application leverages the underlying Client Management framework built on top of OpenText Process Suite technologies such as entity, case, content and process management to deliver a fast start implementation of operational case management such as ACM for Insurance, Banking, Wealth Management, Worker’s Compensation and more. It provides a 360º view of an entity such as customers, brokers, agents and other third party intermediaries’ casework, processes, content, correspondence and insights. The ACM customer centric entity, case, content and process management optionally can be integrated with OpenText Capture Center (OCC), Client Communication(Streamserve) and Analytics (Process Intelligence) to extend the capabilities of existing line of business (LOB) systems and externally managed processes. The application delivers end to end customer centric dynamic and collaborative case management low code implementation within the core back office of customer, agent and adviser service operations to increase customer retention and focus on the whole customer experience More Info

• New Account Opening: Quickly process applications and onboard new customers and new policies

• Client Servicing: Let policyholders maintain their policies online, saving time for both them and you

• Claims Management : Process claims faster and more consistently with smarter automation and best-practice guidance for employees

• Business Intelligence : Track key performance indicators (KPIs) and gain insight through analytics covering each process automated

• Automated Information capture and communications: Integrations with OpenText™ Capture Center and OpenText™ Communications Center remove paper from your processes and deliver personalized communications to customers in the right channels, and with rich interactivity

• Audit Trails : Capture a complete audit trail of all documents and actions

• Built on low-code development environment : Easily configure and customize to your business with significantly less time and effort than traditional business process management platforms or off-the-shelf applications

• Mobile Support : Serve customers in their preferred channels without investing in a separate mobile web platform

Increase Revenue

Improve Customer / Agent Relationships

Increase Customer Satisfaction

Increase Efficiency

Cut Costs

Meet Regulatory Compliance

Faster Time To Market

Rapid Application Development

Provide Innovative Product

OpenText Active Client Management

In an era characterized by rapid technological progress and intricate financial landscapes, the demand for a robust system to manage fraud complaints has never been more significant. We are thrilled to introduce our cutting-edge case management solution, meticulously crafted to revolutionize the approach to handling fraud complaints across both public and private sectors. Whether it's government entities safeguarding public funds or financial institutions securing their clients' assets, our case management system provides a truly comprehensive 360-degree perspective on complainant and investigator casework.

Our solution seamlessly integrates with OpenText Developers Cloud Services (OTDCS), offering data-driven insights and adaptable case workflows. This not only expedites the resolution of fraud complaints but also empowers investigators to foresee and proactively mitigate future risks.

Solution Overview

Our Fraud Case Management offers a panoramic view of complainants' and investigators' casework, encompassing processes, content, and tasks. This solution accelerator, built using OpenText Developers Cloud Services, enables customers to swiftly implement a customer-centric case management system for Fraud Management within their organization's core back-office and customer service operations.

As this application is SaaS-based and ready for deployment, it requires only configuration to align with each customer's unique requirements. Furthermore, the integration of Artificial Intelligence enhances its capabilities, allowing customers to: a) effortlessly utilize natural language semantics search for content and historical data at case level, including complainant-specific information, b) Create concise document summaries, c) Generate polished email communications, d) Efficiently produce correspondence and e) establish a knowledge graph using generative AI

The advantages are manifold:

Our implementation approach ensures a rapid time-to-business value, typically under two months, with predictability.
It delivers a lower total cost of ownership.
It incorporates an agile methodology for continuous process improvement and supports significant incremental changes through agile sprints.

Case Creation and Documentation: Investigators use the case management system to create a new case for each fraud incident and enter relevant details such as case type, incident description, date, and assigned investigators.
Centralized Information: A case management system serves as a centralized repository for all case-related information. Investigators can store and organize data, evidence, documents, and communication records in one location.
Information Gathering: Investigators utilize the case management system to gather and centralize all relevant information related to the fraud case. This may include transaction data, suspect profiles, witness statements, evidence documentation, and communication records.
Workflow and Task Management: The case management system helps in defining and managing investigation workflows and tasks. Investigators can create task assignments, set deadlines, and track the progress of each task within the system.
Evidence Management: Investigators can upload and store digital evidence, such as documents, images, audio recordings, and video footage, within the case management system. This ensures that evidence is securely managed, easily retrievable, and properly linked to the corresponding case.
Collaboration and Communication: The case management system facilitates collaboration and communication among investigators, enabling them to share information, insights, and updates within the system. Investigators can leave comments, notes, and collaborate on specific case details, enhancing teamwork and knowledge sharing.
Analysis and Visualization: Investigators utilize the system's analytical and visualization tools to identify patterns, connections, and anomalies within the fraud data. The system may offer features such as analysis, and data visualization techniques to assist in uncovering complex fraud networks or relationships.
Reporting and Documentation: The case management system allows investigators to generate comprehensive reports and documentation for internal use or legal proceedings. Investigators can generate summary reports, evidence compilations, and investigation findings within the system, ensuring proper documentation of the investigation process and facilitating information sharing with relevant stakeholders.
Audit Trails and Compliance: The case management system keeps track of all actions performed within the system, creating an audit trail of investigator activities. Investigators can record case details, document investigative actions, and maintain a complete audit trail of activities performed during the investigation.
Reporting and Analytics: The case management system provides reporting and analytics capabilities, allowing investigators to generate insights, monitor key performance indicators (KPIs), and identify trends or patterns in fraud cases.
Knowledge Management and Training: Case management systems contribute to knowledge management within organizations. They serve as repositories of best practices, investigation methodologies, and insights gained from past cases.

Developing a case management system to manage fraud offers several advantages:

Holistic Approach: Case management systems provide a comprehensive and organized framework for handling fraud cases. They allow for the collection, storage, and retrieval of fraud-related information from the initial complaint to the final resolution. This holistic approach ensures that all relevant data and documents are readily accessible, providing a 360-degree view of the fraud case.
Efficiency and Speed: Case management systems streamline the processing of fraud cases. They offer integrated task management, milestones, checklists, and deadlines, which help in expediting case resolution. Automated workflows and notifications also enhance efficiency by ensuring that tasks are completed in a timely manner
Cost-Effective: While the initial development and implementation of a case management system may require an investment, it can lead to significant cost savings in the long run. By reducing the time and effort required to investigate and resolve fraud cases, organizations can lower operational costs and allocate resources more effectively.

Analytics and AI Integration: Modern case management systems often include analytics capabilities, enabling organizations to gain insights into fraud patterns and trends. This data-driven approach can help in early fraud detection and prevention. Additionally, the integration of artificial intelligence (AI) can further enhance fraud prevention efforts by recognizing suspicious patterns and alerting agents to potential fraud cases.

Improved Decision-Making: A well-designed case management system provides a rich collaboration environment. Integrated discussion threads and notification features facilitate communication among team members, investigators, and other stakeholders. This collaboration enhances decision-making by ensuring that all relevant parties have access to up-to-date information.

Audit Trails and Compliance: Case management systems automatically log user and system activities, creating comprehensive audit trails. These audit trails are invaluable for compliance purposes and can help reduce compliance costs and minimize business risks associated with fraud.
Flexibility: Case management systems are often flexible and can be configured to meet the specific requirements of an organization. This adaptability allows for customization to address unique fraud management needs.