New Customer Solutions – a TotalAgility ShowcaseHeather MagicDirector of Group and Individual AdministrationDelta Dental of Coloradohmagic@ddpco.com

#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 …

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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

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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)!

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Winning in the Age of the Customer and Stakeholders

What’s next for Delta Dental of Colorado and Lexmark technologies?

Questions?

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Heather MagicDirector of Group and Individual AdministrationDelta Dental of Coloradohmagic@ddpco.com