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

Healthcare Services

Customer

Quest Diagnostics

Challenges

n Slow document review turnaround timesn Inefficient review system resulting in too

much manual effortn Difficulty managing image usage rights

solutIon

n OpenText Media Management On Demand

BenefIts

n Minimal administrative effort to coordinate review process

n Faster document turnaround timesn Increased production of marketing collateral n Image library installed to manage image

usage rights

Quest Diagnostics Marketing Services team supports sales efforts by developing collateral and medical literature for the sales force. To accommodate the 1000+ sales team who sells to physicians, hospi-tals and other medical specialists, Quest Diagnostics works with third-party agencies to help develop the creative concepts. All developed collateral goes through a rigorous review process before the final pieces are posted on a fulfillment site for the sales repre-sentatives to order. Despite having a review process in place, the Marketing Services team needed a faster and more efficient method to produce and review materials.

“We began looking at a digital asset management solution because our former process was simply too manual and antiquated,” says Donna Pudwill, Senior Marketing Manager for Communications.

“We wanted a tool that could better manage our processes on the front end.

medical services Provider Creates highly effective document review systemQuest Diagnostics customizes OpenText Media Management On Demand to improve review process

We use a website where our fulfillment materials are available to the sales force to order, but finalizing a document and moving it quickly through document review before production was a signifi-cant challenge that we wanted to address. Our turnaround time goal for reviews was supposed to be 10 days, but we found we were often exceeding that by 20 percent or more.”

opentext media management on demand addresses multiple challengesIn finding the right solution to meet their needs, Quest Diagnostics examined a number of different vendor offerings. “We performed a pretty exhaustive search, and at one point came to believe that we might even have to use two separate vendors to create the combined solution we wanted—one to build an image library and the other

Quest Diagnostics, a Fortune 500 company, is the world’s leading provider of diagnostic testing, information, and services. It is based in the United

States and serves half of all hospitals and physicians in the country, performing testing for approximately 550,000 patients every day.

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

SUCCESS STORY

to automate our document review process. When we reviewed OpenText Media Management On Demand, however, we realized that this was a solution that could potentially meet all of our different objec-tives,” says Pudwill.

As a hosted solution, Media Management On Demand enabled more widespread access to Quest Diagnostics’ document review system. “We now have universal access, which is a big win because not all of the groups we work with can access our internal systems. Previously, we had groups that couldn’t access our shared drives so our administrator would actually have to work with them separately via email to gather their comments during the docu-ment review process,” explains Pudwill.

Using Media Management On Demand, Quest Diagnostics developed a creative portal to serve a number of key functions in the document development and manage-ment process. The portal is divided into different sections. One section, named the “studio”, is strictly for the creative process and is used by marketing person-nel and external agencies involved in the development of new collateral. Another section, named the “gallery”, is where Quest Diagnostics houses finished assets and a reference library that contains all of their different logos and style guides. The access to this section is restricted to only a few internal groups. The other half of the portal, open to a much wider group, is their project management area where Quest Diagnostics developed a workflow solution to automate the document review process for pieces developed at headquarters, as well as local business units.

Partnering with opentext to create an effective document review systemWhen implementing Media Management On Demand at Quest Diagnostics, their most customized section became the document review area. The goal was to introduce a system that would make it easy for reviewers to approve and collaborate on the changes needed to a document and introduce workflow functionality to automate a previously manual process.

Approving a new piece of collateral at Quest Diagnostics for external release involves an intensive document review process, due to the nature of being in a regulated industry, as well as their own high standards of excel-lence. With document review being the last stop before a piece of collateral is ready to release, it was important for them to be able to achieve this final approval in as few business days as possible.

Meeting this deadline, however, often proved difficult under their previous review process. “We were basically just employing shared drives and excel spreadsheets for tracking and using regular email communi-cations to coordinate everything amongst our internal groups as well as our outside agencies,” says Pudwill. A full-time admin-istrator was tasked with overseeing the entire process and often had to spend hours coordinating email communications and chasing down some or all of the 8 to 10 reviewers that are typically needed to review a document before they could move forward. “Overall, it was a slow, frus-trating process, and we often missed our

“We used to take 10 to 14 days on average to move documents through our review process, but with the new system in place, we’ve reduced our turnaround time to around half that at five to seven days. This has also resulted in a much higher volume of documents being processed per year.”

Donna PuDwill, Senior Marketing Manager for CoMMuniCationS, QueSt DiagnoStiCS

target of getting something reviewed and out the door in 10 business days or less,” says Pudwill.

Quest Diagnostics had very specific requirements that they wanted to build for their document review system and worked closely with OpenText Client Services personnel to create a customized solution that best suited their needs. “I feel like we’ve stretched the product in ways it wasn’t necessarily originally intended, but I can’t say enough good things about the programming and the software developers who worked closely with us to understand our needs and develop a solution that satisfies our objectives,” notes Pudwill.

automation leads to an efficient review processQuest Diagnostics has deployed a custom-ized version of the CreativePartner module from Media Management On Demand. The new document review system provides a number of features to automate the process and increase the speed at which a new piece of collateral is approved and released. Everything is submitted online, reviewed, and commented on by each reviewer and then either approved or rejected as part of an end-to-end workflow solution.

When logging into the solution, users select from two roles: submitter or reviewer. When submitting a new document for review, each submitter is required to fill out an online form indicating the key informa-tion about their request before they upload their document. Once they hit “submit,” the administrator is alerted of the new

SUCCESS STORY

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project and a project folder with separate areas for submission, review, and status, is automatically created.

One of the key benefits of the new system is full visibility. The submitter is able to monitor the review process to see who’s reviewing their document and at what stage the document is in of the review process. “Previously, it was just this black hole where the submitter had no idea who was reviewing their document and they would repeatedly have to check back with the administrator to find out what was going on. Providing full visibility into this process was a huge win for everyone,” notes Pudwill.

The new solution also provides a more efficient method for reviewers to collabo-rate on suggested changes. “One of the key deciding factors for our choice to go with the OpenText solution versus other offerings was the ability of more than one reviewer to simultaneously access the document,” explains Pudwill. Reviewers can make their comments and suggested changes through a customized online user interface and through a series of check boxes, they can indicate whether their change is a required change or merely a suggestion. This makes it easier for the submitter to reconcile all the varied comments and suggestions that often come up when a document is making the rounds through the review process.

Improving turnaround times and document outputSince implementing the new document review system, Quest Diagnostics has noticed a marked improvement in document turnaround times. “We used to take 10 to 14 days on average to move documents through our review process, but with the new system in place, we’ve reduced our turnaround time to around half that at

The role of the administrator who helps coordinate this process has also been minimized. “It used to be almost a full-time job, but now our administrator only spends about an hour a day coordinating the review process. This has freed up more time to focus on other value-added responsibilities,” says Pudwill.

Another major advantage is that Quest Diagnostics now has full archive and audit trail functionality in place. Previously, it was very difficult to track how something was approved. With a searchable archive now in place, all assets are tagged by busi-ness unit, subject area, or other pertinent categories. This makes it easy to not only search for available collateral, but to also go back and check how a document had been approved.

Conclusion The early success of the new solution has led to a steady increase in user adoption.

“The feedback from users has been tremen-dous so far. Right now we have 300 to 400 users and that is probably about 150 more users than we started out with a year ago. There is the potential for up to nearly 1,000 users, and we expect that it will probably grow to that level. We will be adding other lines of business down the road, once we get more and more comfortable using the new solution,” says Pudwill.

“Overall, we’re confident in the solution we’ve put in place and are very happy with the continuing support we receive from the OpenText team. We really appreciate their willingness to work with us and actually solve the problems together rather than just simply telling us what we can and cannot do with the product,” concludes Pudwill. n

“Overall, we’re confident in the solution we’ve put in place and are very happy with the continuing support we receive from the OpenText team.”

Donna PuDwill, Senior Marketing Manager for CoMMuniCationS, QueSt DiagnoStiCS

(06/2013)01054.8EN

five to seven days,” states Pudwill. “This has also allowed us to accommodate a much higher volume of documents being processed per year. Over the course of a year, we used to handle about 1,000 docu-ments, but during the first year using our document review system, we’ve seen this number jump to 1,400.”