What if… you could acquire customers faster and with...
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SUCCESS STORY ENTERPRISE INFORMATION MANAGEMENT INDUSTRY Insurance CUSTOMER Pacific Blue Cross CHALLENGES n Lack of integration n Multiple manual data entries n Disconnected data dispersed over multiple locations n Redundant data and errors SOLUTIONS n New Group Setup Case Management Framework n OpenText Cordys BAM n SOA based integration of multiple enterprise systems BENEFITS n Faster customer acquisition n Seamless integration n Increased visibility n Rapid integration to the Share Point DMS Business case In today’s global scenario, many organizations’ business processes either explicitly or implicitly revolve around documents. In the case of PBC, many documents arrive in the form of paper and are passed around across multiple departments, accumulating copies along the way at different locations. PBC uses an Enterprise Service Bus (ESB) and has established the enterprise backbone to connect various business systems where information is exchanged among these systems. However, the integration is currently at the “mechanical” level and the gaps between the systems are filled by human intervention through manual processes. When PBC saw positive growth in their group and individual plan business, the existing manual processes were not prepared for this growth and hence caused a disruption in the new customer acquisition process. This resulted in unnecessary high costs, in addition to some new business needs. Now the challenge was to automate the New Group Setup process* and to create a more seamless assimilation of new individual customers and groups. This was to be achieved with minimum human errors and no scope for duplicate entries. PBC was looking for a platform that could help them achieve more seamless integration where interruption by manual processes could be minimized. The proposed solution would help them centralize the storage, and demonstrate business processes centered on documents and provide them an automation layer for rendering documents. They were on the lookout for a human centric business process management framework to handle processes that required sophisticated judgment. P acific Blue Cross (PBC) has been British Columbia’s leading benefits provider for over 70 years. Together with BC Life, PBC subsidiary provides health, dental, life, disability and travel coverage for approximately 1.5 million British Columbians through employee group plans and through individual plans for those who do not have coverage with their employer. What if… you could acquire customers faster and with lower cost?
Transcript of What if… you could acquire customers faster and with...
SUCCESS STORY
E N T E R P R I S E I N F O R M A T I O N M A N A G E M E N T
INDUSTRY
Insurance
CUSTOMER
Pacific Blue Cross
CHALLENGES
n Lack of integrationn Multiple manual data entriesn Disconnected data dispersed over multiple
locationsn Redundant data and errors
SOLUTIONS
n New Group Setup Case Management Framework
n OpenText Cordys BAM n SOA based integration of multiple
enterprise systems
BENEFITS
n Faster customer acquisitionn Seamless integrationn Increased visibilityn Rapid integration to the Share Point DMS
Business caseIn today’s global scenario, many organizations’ business processes either explicitly or implicitly revolve around documents. In the case of PBC, many documents arrive in the form of paper and are passed around across multiple departments, accumulating copies along the way at different locations. PBC uses an Enterprise Service Bus (ESB) and has established the enterprise backbone to connect various business systems where information is exchanged among these systems. However, the integration is currently at the “mechanical” level and the gaps between the systems are filled by human intervention through manual processes.
When PBC saw positive growth in their group and individual plan business, the existing manual processes were not prepared for this growth and hence caused a disruption in the new customer
acquisition process. This resulted in unnecessary high costs, in addition to some new business needs. Now the challenge was to automate the New Group Setup process* and to create a more seamless assimilation of new individual customers and groups. This was to be achieved with minimum human errors and no scope for duplicate entries.
PBC was looking for a platform that could help them achieve more seamless integration where interruption by manual processes could be minimized. The proposed solution would help them centralize the storage, and demonstrate business processes centered on documents and provide them an automation layer for rendering documents. They were on the lookout for a human centric business process management framework to handle processes that required sophisticated judgment.
P acific Blue Cross (PBC) has been British Columbia’s leading benefits provider for over 70 years. Together with BC Life, PBC subsidiary provides health, dental,
life, disability and travel coverage for approximately 1.5 million British Columbians through employee group plans and through individual plans for those who do not have coverage with their employer.
What if… you could acquire customers faster and with lower cost?
SUCCESS STORY
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www.opentext.com/ot-bpm n [email protected]
The solutionPBC uses the OpenText Cordys SOA Grid capabilities to integrate multiple enterprise systems and act as a business integration layer, including Sonic ESB, SharePoint and AECS. The SOA Grid provided by OpenText Cordys is a fully distributed, multi-protocol messaging middleware that connects the legacy systems and supports communication between them.
The OpenText Cordys BPM and Dynamic Case Management components are used to support PBC’s customer acquisition process. Based on the OpenText Cordys Business Operations Platform (BOP) they have built a solution called “New Group Setup Case Management Framework”. OpenText Cordys Case modeling is used for the dynamic human-centric component
of the New Group Setup process. A BPM layer is used to automate and orchestrate the system-to-system integration. PBC also leverages the Business Activity Monitoring (BAM) component embedded within the OpenText Cordys platform, to maintain tight control and real-time monitoring of critical activities through business dashboards.
Business benefitsThe implementation of OpenText Cordys at PBC has removed the manual processes that were previously causing delays. With the OpenText Cordys solution, they can now seamlessly integrate with the existing ESB infrastructure and their JMS layer. Now, Pacific Blue Cross has a comprehensive functionality that can be offered in a single platform.
“The OpenText Cordys platform enables us to be very effective in executing our processes quickly and gives us the flexibility we need to fulfill the demand for
our timely services. OpenText Cordys’ powerful Dynamic Case Management capabilities offer the ideal approach for handling many different rules,
situations, and conditions that affect efficient business process management. The fact that OpenText Cordys provides us with a single integrated solution gives us the opportunity to explore how we can benefit from other capabilities of the
platform and improve business agility with Cloud based BPM and PaaS”
AKIKO CAMPBELL,DIRECTOR, INNOVATION CENTRE,
PACIFIC BLUE CROSS
Redundancy is reduced by creating a single instance which becomes the New Group (employee benefits plan) master record. This ensures that there would be no double entries elsewhere. The OpenText Cordys solution offers PBC some substantial benefits such as leveraging the existing ESB systems, reducing the New Group Acquisition time, increased visibility into the “New Group Process”, and providing proactive notification which is a benefit to the customers.n
*The ‘New Group Setup’ process is the new employee group plan setup (it contains health, dental, life, disability and travel benefits). It starts from the Accounts Manager selecting the plan, and going through the Contracts, entering the Employee details etc.
