The only thing we like more than meeting our client’s needs is exceeding their expectations.
And a recent experience in doing just this for a non-profit organization also shows the capacity of Business Process Management (BPM) to not only help companies survive, but to thrive.
The client in question was a non-profit organization that offers professional case management services–including the disbursement of charitable contributions–to people with serious health conditions. Part of their mandate is to provide financial help to people with various health-related conditions, which is often tricky, given that co-pay reimbursement is frequently involved. You might imagine the complexity of business processes involved to begin with — and when you consider that the client had been trying to handle these processes manually, with spreadsheets and emails, you can feel their pain.
We worked closely with the client to gather requirements, and to clarify and communicate the kind of solution required. We very much felt that this client needed a new technical solution like Pega BPM to standardize their processes and drive more efficiencies. Pega also provided a great solution for the client’s compliance requirements.
“Once we had an understanding of the business problem, the budget, the client’s long term vision, and of how we planned to fulfil that vision–which included establishing and driving clear methodology for the project–we sat down to execute,” says Steve Park, who served as the Delivery Director on this project.
“And we knew it was necessary to collaborate in order to do so. Our open, collaborative work with the client established solid relationships all the way up to the CEO level. That helped tremendously in getting both of our organizations aligned. We’re really proud of that.”
The client’s new solution now fully supports the application process for determining an applicant’s eligibility and financial aid, as well as automates the claim submission and payment process through the call center, fax and web portals.
Our client is now not only able to automate those applications, but perhaps more importantly, is able to win the confidence of donors, based on the robust new system’s ease of use and convenience.
“They are literally demonstrating this technology now in order to win business,” notes Marshall Shovein, Rulesware Vice President. “They can show, now, that this solution gives them the efficiency and ease of use they need to secure the trust of donors.”
“The client can now turn this solution–which was originally designed to solve a pressing problem–into something they can grow their business with,” continues Shovein. “The implementation has truly helped to provide the infrastructure with which they can expand their business.”