Process Compliant not Person Compliant

Wouldn't you rather ensure compliance through every client interaction following a well designed process, rather than provide months of training and certification for each team member? With Firefly scripting software for sales and service you can achieve this - and demonstrate that every interaction has actually followed the process.

Our customers use Firefly to script and control regulated sales processes within the Financial Services, Healthcare and Utilities industries. Building appropriate rules into a script not only ensures that compliant advice is given each and every time but also ensures that complexities are kept hidden as users are guided accurately through even the most demanding calls. As compliance rules change, scripts are updated by the business expert and published to the call center immediately - minimizing time to retrain staff.

Built-in Rules and Calculations
Using Firefly's easy-to-follow Spark Mapping process, business people who know compliance and sales (e.g. actuaries, compliance managers and technical sales staff) quickly build in rules and calculations which automatically handle all call options. When a change occurs, the same people simply alter and republish the script. Firefly's decision logic ensures product eligibility, delivers correct recommendations and advice, and calculates quotations - so compliance and sales experts focus their efforts (and arguments) on determining the best process rather than whether or when IT might deliver.

Data Protection
Firefly stores data in your existing systems, e.g. ensuring customer data are recorded in one master CRM system. Data can be masked so that sensitive data are not retained or stored. Firefly's flexible integration allows you to choose the method and location of data storage according to your security standards.

Auto Generated Fulfillment
Throughout a regulated process specific documentation must be created and tasks performed. Firefly automatically generates PDF, Word, HTML and Excel documents, kicks off any mandated activities - and provides a full audit trail to satisfy Compliance and Audit. Firefly's automatic fulfillment capabilities greatly reduce the management oversight and QA process workload found in traditional regulated environments.

Version Control and User Security
Firefly controls the publishing process, keeping a full set of script versions and, if required, allowing easy roll-back to previous versions. Firefly's built in publishing workflow allows for separation of roles through the design, publish and "go live" process, particularly valuable where change control is highly disciplined.

Full Auditing and Reporting
To prove compliance with a regulatory framework organizations must be able to show a full audit trail of activities undertaken in a given situation. Firefly's built in audit trail records date and time stamps for each screen as well as the data entered. Even if a user goes back part way through a call to change data entered earlier, Firefly records the change i.e. the entire history of each call is recorded and can not be removed.