To simplify logging support requests for your Origami team, improve our response time in making changes to your Origami system, and streamline change request tracking, we will soon be rolling out a new Service Case Management process. This includes a new Service Case Management Client Portal that will be accessible via a link in Origami.

Rather than a move toward an anonymous "help desk," this new offering is yet another way for you to communicate with the Focused Coverage Team (FCT) you already work with. You'll still be able to call or email your team if needed, though working via the Service Case Management Client Portal will deliver many benefits. These include:

• Centralized case entry and quicker access to information. The Service Case Management Client Portal will provide you and your Focused Coverage team with a single place to input and request changes to your Origami system. 
• Reduced response times and additional insights. When a service case is entered, your Focused Coverage Team will assess case details, follow up for more information, if necessary, and begin working with you to complete the request. 
• A more thorough initial understanding of your use cases. The new Service Case Management Client Portal will provide your Focused Coverage Team with the details they need to get to work on requests.
• Simplified case tracking and improved prioritization. The new Service Case Management Client Portal will help to ensure we’re addressing cases in order of importance based on your business needs and provide you the ability to monitor and track the progress of each case.

We know the introduction of our Service Case Management process and portal will also spark questions. On this page, we highlight how the new process will work and provide answers to questions we anticipate receiving (FAQs). If your questions aren't answered here, please don't hesitate to reach out to your Origami Client Executive.

For instructions on how to use the Service Case Management Client Portal and accompanying training videos, please click here. 

At a high level, the new Service Case Management process will flow as follows:

1. A System Administrator clicks a link in Origami Risk to launch the Service Case Management Client Portal.
2. The System Administrator enters and submits case details.
3. A confirmation email is sent to the System Administrator that includes the case number and a link for accessing the case.
4. The Origami Focused Coverage Team reviews the case and reaches out with any questions. 
5. The Focused Coverage Team works to resolve the case, addressing all open cases in order of priority.
6. Upon client review and acceptance, the Focused Coverage Team closes the case and notifications are sent.

These steps are provided to convey the general flow of the new Service Case Management process. Once the Service Case Management Client portal is made available, you should expect to receive the same — or even better — levels of communication from the Origami Service team. As you begin using the new process and portal, we encourage you to provide ideas for improvement.

For more information and a quick word from Earne Bentley, President of the Risk Division at Origami, click below!

Q: Does the introduction of a new Service Case Management process mean changes to Origami’s service values?

No. Our service values — specifically, the priority we put on our clients’ trust and success — are not changing. Instead, we see the new Service Case Management process as a way to improve how we deliver service as we build for the future.

We also understand why there might be concerns. When it comes to using ticketing systems for requesting software support, most of us have had bad experiences. Too often, these systems are associated with depersonalized service and a lack of responsiveness.

We’ve been working to design a process that enhances our approach to supporting clients. As outlined on this page, the new Service Case Management process will enable us to better understand what clients are trying to accomplish when requesting changes, help us “dig in” more quickly, and ensure we resolve cases as quickly and thoroughly as possible.

Q: Who will I be interacting with on the Origami team via the Service Case Management Portal?

The Service Case Management Portal is meant for communication between our clients and their Focused Coverage Team. Any communication between our clients and their Account Manager or Account Executive will remain as is and will not take place through the Service Case Management Portal.

Q: Who will have access to the new Service Case Management Client Portal? 

A link on the top navigation bar of Origami Risk will be visible to your organization’s authorized System Administrator(s). Clicking this link will open the Service Case Management Client Portal in a new browser tab. Through this portal, System Administrators will be able to:

• Create new cases
• Modify existing cases
• View all open and closed cases

As mentioned in the process overview above, members of your Focused Coverage Team will be notified as soon as a new case is submitted and when changes are made to a case already entered in the portal. You and others will be able to see the status and any notes associated with the case.

Changing or adding System Administrator(s) — those with access to the Service Case Management Client Portal — will require submitting a case. (The ability to grant access to the portal is only available to specific members of the Origami team.) 

Q: I currently use another method of inputting cases with Origami (Service Log or IRIS). How will the new Service Case Management Client Portal be different?

First and foremost, the most significant change will be that the way you submit new cases — or view and update existing cases — will be consolidated in a single place. 

Those using Origami Service Log (or IRIS) today will notice both similarities and differences when they first use the new Service Case Management Client Portal. Although a tool like Service Log allows for the entry of cases, functionality is limited. Origami’s new Service Case Management Client Portal leverages software built specifically for managing cases. This purpose-built software will allow us to continue making enhancements to the Service Case Management process and client portal. And most importantly, it will help us continue to improve the service we provide. 

Q: How will using the new Service Case Management portal be better than sending emails or making a phone call to submit inquiries or request changes?

Compared to submitting cases by sending an email or making a phone call, using our centralized Service Case Management Client Portal will help to ensure that nothing “falls through the cracks.” With email or phone calls, there’s always the risk that a request might get buried in an inbox or stuck in voicemail. Cases entered in the Service Case Management Client Portal will automatically enter a queue where they can be examined and prioritized. And, as mentioned, the Service Case Management Client Portal will also improve case visibility and the monitoring of progress — no more sifting through email to find updates on status, what’s been completed, and other critical communication about case details.  

Q: I like dealing directly with the Origami Service team. Is that going away?

Absolutely not. The new Service Case Management process is very much not an attempt to apply restraints to any method of contacting members of your Focused Coverage Team. Using the Service Case Management Client Portal will simply be a more efficient and effective way for you to enter and track your requests.

While we’ll be encouraging client System Administrators to enter case details directly into the Service Case Management Client Portal, we understand that many would rather pick up the phone or send an email to the Origami Service team. In those cases, a member of the clients’ Focused Coverage Team will enter case details. Once in the system, you’ll deal directly with members of your Focused Coverage Team (via email or phone/video call) to discuss details, ask and answer questions, etc.

Q: How do I learn more?

In the coming weeks, you’ll receive more details about the availability of the Service Case Management Client Portal. You can also expect information that will ensure your team is prepared/trained for the transition.

Additional questions? Please reach out to your Origami Client Executive.