Automation of Complex Business Process Earns the Confidence of Donors
The Client: Our client on this project was a non-profit organization providing professional case management services–including the disbursement of charitable contributions–to people with serious health conditions. The company is U.S.-based.
The Problem: A large part of our client’s mandate is to provide financial assistance to individuals, which often depends on co-pay reimbursement based on that individual’s health-related condition. To do so at any scale requires complex business processes–and our client was previously trying to handle these processes manually, with spreadsheets and emails. The organization simply couldn’t scale while continuing to use manual processes. As a result, the organization was challenged when competing against similar organizations with more evolved technology when trying to secure donors.
Rulesware’s Approach: Following a period of requirements gathering, Rulesware worked closely with the client to clarify and communicate the scope, solution vision, level of effort, and delivery roadmap that would meet or exceed the client’s needs and expectations. Rulesware determined that the client needed a new technical solution like Pega BPM to standardize processes and drive more efficiencies. Pega also provided a viable 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 Results: The client’s new solution now fully supports the application process to determine eligibility and financial aid, and automates the claim submission and payment process through the call center, fax and web portals. We delivered:
- self-service application and claims processing through the client’s web portals (ultimately allowing self-service capability for members and providers)
- an integrated workflow that now fully manages the application and claim processes
- automated correspondence generation
- efficient fund management and reporting for the client’s many donors
As a direct result of the robust new system’s ease of use and convenience, our client is now able to win the confidence of donors. In fact, the client was recently able to secure a large new donor based on the new system capabilities, and has several new opportunities to expand their co-pay management services with other donors.
“They’re 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.”
The experience of working with the client was a positive and highly collaborative one, which concluded recently in a highly successful go-live, soon to be followed by others.
“We’re fortunate to have had an amazing relationship with the client,” says Steve Park, noting that the client has been extremely appreciative of Rulesware’s support and expertise in delivering their vision, as well as of the transparency of the process throughout the project delivery life cycle.
The client can now turn this solution … into something they can grow their business with.