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New Customer Solutions – a TotalAgility ShowcaseHeather MagicDirector of Group and Individual AdministrationDelta Dental of [email protected]
#inspire16FL
#inspire16FL
Delta Dental of Colorado Established in 1958, Delta Dental of Colorado is the state’s
leading dental benefits company, serving more than one million members with high-quality, cost-effective dental plans. A nonprofit organization, Delta Dental of Colorado’s mission is to improve the oral health of the communities it serves
Introduction
#inspire16FL
Director of Group and Individual Administration
ECM Project Sponsor
Introduction
Becoming a Lexmark customer
Lexmark tools implemented Lexmark TotalAgility, Kapow, Insight, SoftPro, Transformation Modules
Started as a repository search only Quickly became a pursuit to embrace a methodology of automation
Out of space Finding documents
Recreating documents
Disaster Recovery
No clear and reproducible processes
Lexmark Products
Solution utilizes TotalAgility, Insight, Kapow, and Transformation Modules
Automates integration with Business data
Automates document separation / classification / extraction
Automated email and attachment extraction from secure websites
Automates work assignments
Work Allocation
01. Email Distribution
• Process is used within 4 teams
• Solved work allocation Issues• Solved process visibility issues• Solved notification to sender issues
Lexmark Products
Solution utilizes TotalAgility, Insight, Kapow, and Transformation Modules
Automates integration with Business data
Automates document separation / classification / extraction
Automated document and data extraction from websites
Manages Business Process
Business Process Management
02. Dentist Onboarding
• Process spans 3 departments
• Solved Compliance Accountability• Solved Process issues• Solved Process Visibility issues
Lexmark Products
Solution utilizes TotalAgility and Insight
Automates integration with Business data
Manages Business Process
Business Process Management
03. Change Checklist
• Process spans 5 departments
• Solved Process issues that other attempts could not solve
• Solved Process Visibility issues
Lexmark Products
Solution utilizes TotalAgility, Insight, and Kapow
Automates integration with Business data
Automated document and data extraction from websites
Manages Business Process
Business Process Management
04. Broker Onboarding
• Process spans 2 departments
• Solved Process issues• Solved Visibility issues
Lexmark Products
Solution utilizes TotalAgility and Insight
Manages Business Process
Business Process Management
05. Contract Management
• Process Spans all departments and Senior Leadership Team
• Solved Process issues• Solved Visibility issues
Extract Secure emails into processes
Crawl multiple websites for documents and data to confirm Dentist information
Crawl multiple websites for data to confirm Broker information
Parse Data Reports into manageable work distribution assignments
Next … competitive market data and research
How we use Kapow
Lexmark Insight
Capture Usage
Work Allocation Statistics
Work Performance Statistics
KPIs
What bottlenecks … where …
12
How we use InsightTotal document / transaction lifecycleCapture / BPM / Repository
ROI
ROI’s were between 57% and 76% for the different projects
More documents processed
More work completed More overall savings
Delta Dental of Colorado Success
7
Increased productivity More is done with less manual steps
Increased Accuracy The correct managed process is performed every time System performed automation
SLAs can now be measured and are being met
Visibility and Accountability: Across Department Processes Across Organization Processes
True and measurable KPIs have been met No longer best guess work or intuition based upon past performance
ROIs have exceeded all original expectations Direct lower operational and administrative costs
Dentists Brought into the Delta Dental network more quickly Resolve issues more quickly Re-credentialing process is much faster and streamlined
Brokers Begin selling Delta Dental policies more quickly Verification process is much faster and streamlined
Groups (Organizations) Resolve issues more quickly Group employees receive dental services more quickly
Individuals Resolve issues more quickly Individuals and their families receive dental services more quickly
Delta Dental Stakeholder Success
Lessons learned
Success is a partnership Internal partners External partners
Work with the right Lexmark Partner Delta Dental of Colorado found Tromba Technologies to be the perfect Lexmark partner
Constant internal communication with internal Senior Leadership
Constant communication between Delta Dental of Colorado and Tromba
There has to be a champion internally with the overall vision (not just a single project vision)!
15
Winning in the Age of the Customer and Stakeholders
What’s next for Delta Dental of Colorado and Lexmark technologies?
Questions?
#inspire16FL
Heather MagicDirector of Group and Individual AdministrationDelta Dental of [email protected]