ZoomPower2017 - Knowledge Base Automation, Configuring Petitions & Workflow


Automation of Immigration Case

Management

Prasath Subramanian | Product Manager | INSZoom

Amanda J. Schilling | Business Analyst | Ogletree, Deakins


Background

Changing Landscape and Consumers of Immigration service

Rapidly evolving technological advances and increasingly

demanding Corporate needs.


Indicators as per AILA Task force report - 2016

A 60-second search online, in comparison, can provide a potential client the answers

they need.

47% of consumers, likely to retain services of a firm offering the convenience of online

access to legal services and documents – Study by YouGov - UK


With 50 offices in the United States,

Ogletree is a leading Labor and

Employment law firm with a thriving

immigration practice servicing clients in

the US and globally.

Ogletree is a leader in employment-

based immigration and is well-known

among national, international business

circles.

Focus

Ogletree’s immigration service automation targeted:

• enhancing operational efficiencies

• improving customer service satisfaction levels

• utilizing a technology platform that allows greater

control and flexibility in business operations.


Enhance business efficiency

Improve competitiveness

Increase customer responsiveness

Opportunity loss to up-sell/cross-sell services

High operating costs of inefficient processes

Manual workflows delaying customer

response time

Business Challenges

Business Needs


How INSZoom helped

INSZoom partnered with Ogletree, assessed the current

processes, challenges; provided the tools to design and

deliver a solution that caters to the growing needs of

Ogletree’s services.

Post the gap-analysis, INSZoom further broke the objectives

into specific milestones. Key automation ideas implemented:

• Automate – Petitions

• Petition templates

• Custom Questionnaire and Form template

• Letter templates

• Email templates

• Streamlined the process with ‘Steps & Reminders’

• Automate stakeholder communication using ‘ZoomEvents’

INSZoom stepped in and applied a

mix of skills:

• knowledge of the client’s industry

• Industry leading experience in

Case Management and

• Best practices in managing

global Immigration automation.

Solution


Knowledge Base: Automate Petitions

• Be as descriptive as possible with petition descriptions

• Group petitions together using My Petition Groups

• Configure petition with forms, events, emails,

questionnaires, etc

• Tighten the process with detailed Steps & Reminders

• Use Copy From feature to save all configurations to

new petitions

• Automation is critical for peak processing times

(Quota line advancement, H-1B quota)

- I-485- filed 1800 cases in 3 months

- H-1B quota- filed 91% of cases on day 1


Knowledge Base: Email/Letter Templates & Questionnaires

• Create email templates for all communications

• Pre-attach documents (FAQs, Photo Instructions)

• Keywords

• Group with Email Template Groups

• Copy to new templates for editing

• Letter templates

• Cover letters, posting notices, etc

• Keywords

• Custom questionnaires

• Build custom questionnaires for each process type

• Use Custom Data for questions not in database

• Copy to new questionnaires


• An interactive Portal for FN that elevates experience to Wow

• FN Self service

• ‘To-do list’ for easy access to assigned Questionnaires and check-list

• Status tracking

• Alert & email notifications – Self and dependents

• e-consent to authorize and adhere to guidelines

• Feature rich - Library of documents, FIRM/Corporation Contacts, Travel history,

Case history, Important dates


• Hierarchical visa request initiation

• Request review and Approval

• ‘To-do list’ for easy access to assigned Questionnaires, documents

• FN status tracking, alert & email notifications, Travel history, Case history

• Feature rich – Autocomplete FN search, Library of project documents, Important dates

• Real-time, controlled Ad-hoc reports

• Faster collaboration


Automate more with INSZoom


Electronic Consenting (e-consent)

• Automate Legal consenting electronically

• Manage multiple versions of consent templates

• Consent activity log

• Flexibility to do consenting on need basis


Milestone - Increase your reporting scope

• Better categorization

• Assign responsibility

• SLA visibility & adherence

• Visibility to FN / HR

• Determine trend


Zoom Integrator

What is it ?

Bulk data transfers back and forth between any System and INSZoom

Data source – HR systems, CRM, Any of Law firm or Corporate systems, Excel

spreadsheet

One time (e.g. H1B- Cap Season, Acquired New Customer)

Ongoing (Daily, weekly etc.)

Value

RFI readiness

Reduce error by automation

Save cost on manual data entry

Self service to monitor data Import / export


Business Benefits

• Customer experience improvements: Significant improvements in client and FN

experience contributed to revenue assurance, and enhanced customer reputation.

Streamlining of work flows helped:

– Greatly reduce case processing times

– Free up resources to provide better service to clients

– Improve visibility to stakeholders

• Lower operating costs: Expanding workflow automation to all processes allows Ogletree to

minimize costs through improved operational efficiencies.

• Greater business agility: Advanced reporting capabilities built on top of the automation

workflows delivered greater transparency and reporting capability allowing Ogletree to become

more agile and responsive to customer demands.

• Real- time visibility and control over processes: The automated workflow allowed

Ogletree to implement a high performance culture, enabling management to proactively

identify and manage process changes required.


Thank You!

ZoomPower2017 - Knowledge Base Automation, Configuring Petitions & Workflow

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