A global pharmaceutical leader partnered with Ascendion to modernize its case allocation system, leveraging AWS to enhance automation, accuracy, and real-time visibility.
With over 5,000 cases assigned daily, the company’s manual allocation process led to delays, misallocations, and missed SLAs (Service Level Agreements). Cases were often assigned to the wrong teams, leading to inefficiencies and bottlenecks. Without an automated way to reassign stalled cases, backlogs piled up, and stakeholders lacked real-time tracking, making workload management even more challenging.
To streamline operations and improve case management, the company needed a scalable, automated solution that would distribute cases in real-time, improve team communication, and enhance visibility across the system.
Case Allocation System Made Smarter and Enhanced with AWS
Ascendion developed a fully automated case management system, using AWS cloud services to ensure real-time case assignments, tracking, and workload optimization.
Key AWS-powered innovations included:
Ascendion used AWS to automate and streamline case management, ensuring faster responses, better tracking, and seamless communication. Here’s how:
- Smart case assignments in real time – cases are automatically assigned to the right team based on expertise, availability, and complexity, eliminating guesswork and delays
- Live tracking for better visibility – an interactive dashboard powered by AWS gives teams instant updates on case status, team workloads, and overall efficiency.
- Instant alerts for supervisors – automated notifications keep everyone in the loop, helping teams respond faster and stay coordinated
- Scalable and secure system performance – AWS ensures the system can handle large volumes of case data smoothly, keeping everything fast and protected
- Automatic case reassignments to avoid delays – stalled cases are instantly redirected to the right team, preventing backlogs and missed deadlines. This optimizes the resources and ensures SLA compliance
With AWS, our client now operates a smarter, more efficient case management system, where cases are automatically assigned, tracked in real time, and resolved faster than ever.
Delivering Business Impact with AWS-Driven Automation
Ascendion’s AWS-powered solution transformed case management, improving speed, accuracy, and efficiency across the organization.
- 100% automated case allocation – eliminated manual inefficiencies and reduced misallocations
- Scalability and Robustness – The automated solution efficiently handled up to 5,000 daily cases
- Improved Efficiency – Cases were accurately assigned based on resource training, knowledge, and availability
- SLA Compliance – SLAs were maintained without any lapses or delays
- Real-Time Insights – Stakeholders had instant access to case status and allocation details, enabling better decision-making
Tech stack: Power Automate, Microsoft SharePoint, Resource Management System
Scaling Case Management for the Future with AWS
By leveraging AWS’s scalable, secure, and intelligent cloud infrastructure, the company has created a future-ready case management system. With real-time automation, advanced tracking, and seamless coordination, the organization is now equipped to handle increasing workloads efficiently while improving overall service delivery.
