17. Consulting Services We offer a wide range of management consulting services to address needs in strategy, operations and information technology.
18. Project Samples VWC has experience working across functions within the enterprise. VWC has experience in maximizing staffing efficiency through effective WFM process and technology practices, resulting in staffing reductions on average of 15%-25% along with improved service levels and quality scores in excess of 25%. WFM Efficiencies and Enhancements VWC established a Sales College to train field sales consultants and leadership in a field environment for the purpose of drug distribution and up-selling of health care solutions to independently owned pharmacies and alternate care sites. People/Process/Technology Transformation and Re-Engineering VWC has delivered automation road maps, converting IVR text to Speech applications along with similar roadmaps for Web applications. Some Self Service initiatives have netted our clients 5 year savings in excess of $30 million. Self Service Solutions VWC has delivered full fledge transformation, including hiring, training, WFM, Coaching, Quality Management, that have resulted, on average a 5 year NPV in excess of $25-$30 million. Call Center Transformation VWC has experience leading the design, build, test, train, deploy phases of a customer service desktop. Some Self Service initiatives have netted our clients over a minute in reduced average handle time and reduced call backs by 10%. Customer Service Desktop
19. Project Samples Cont’d VWC has experience creating the business design, operational design, deployment strategy, and business case for Telemedicine and EMR systems. This initiative allowed our client to become the industry leader in providing remote access to their provider network. Telemedicine/EMR VWC has experience with building claim adjudication logic that simplified claim resolution and reduced costs by reducing the number of claims that required manual review. This resulted in a reduction of manual claim reviews on average of 15%-25% along with improved service levels and quality. Claims Adjudication VWC has experience building complex claims and benefit data warehouses and dashboard reporting on medical information to analyze spending data. This initiative provided deeper analysis that can be used to create health plans that meets the needs of employers. Dashboard Reporting /Data Warehouse VWC has experience defining high-level technology architecture that leverages existing technologies and requirements for disease management type applications. Disease Management VWC has experience building Program Management Offices that help align project goals to business objectives while providing cost savings due to effective management of resources. Program Management
51. Leverage over 2,600 information sources to produce our database of over 3.1 million managers and executives associated with over 630,000 companies in North America
52. Conduct fresh, original and targeted research for each assignment including in-depth direct sourcing of target companies as well as organizational mapping of competitive companies.
53. Offer unique, flexible pricing models with a placement guarantee period unmatched in the industry
60. Management Bios Angelia Brekke, Senior Vice President - Consulting, Angie is a proven leader in sales and marketing with over 20 years of consulting experience. Her energy, creativity and ability to quickly understand and communicate complex problems are integral to her success in aligning teams to accomplish individual and corporate objectives. Over 10 years at Analysts International, she rose to SVP overseeing a consulting staff of 2,000 and a business development and recruiting force of 80. Angie is responsible for continuing the company’s dramatic growth in the Consulting Division. Sara Cernohous, Senior Vice President, Human Resources, Sara has 15 years of experience in the consulting industry, with the last 10 focused on the HR function. Prior to joining ValueWise, Sara lead the HR division of a national consulting firm of over 1,200 employees. Sara holds an SPHR certification. Her responsibilities include legal compliance, benefit design, on-boarding, employee compensation, performance measurement, retention and personnel actions.
67. Customized customer interface application reduced call handling and training times. CHALLENGE Retaining high-value customers is a key priority for all businesses. To improve retention, our client chose to deliver a unique customer experience that not only met their needs, but also surpassed their expectations. SOLUTION ValueWiseworked with the client to develop a holistic view of their customers. Our comprehensive and cost-effective solution enhanced customer experience by better understanding customer desires and needs, enhancing communication methods, and expanding personalization capabilities. RESULT The client successfully differentiated itself within a highly competitive market by delivering superior customer experiences.
72. Create a new client offering—the dashboard is being actively marketed to our client’s customer base.CHALLENGE A large health insurance company needed to leverage large volumes of disparate data across the enterprise to produce a complete and accurate view of account performance. Stakeholders required insight into business drivers covering a range of domains at varying levels of detail. SOLUTION ValueWiseworked with the client to (1) establish the data environment and Extract, Transform, Load (ETL) methods and (2) visualize the data in meaningful interactive dashboards. Utilizing advanced technologies, including web services as the middle tier, the team produced a highly interactive web application which easily exports into Microsoft presentation tools. RESULT The tool is transforming the traditional manner of communicating account performance. By visually reviewing pertinent information interactively, the account team has a complete view of account performance and quickly determines needed actions.
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74. Delivered a personalized experience to consumers by leveraging behavior analytics and three-way calling,
75. Provided a seamless consumer experience as they move from one contact channel to another,
76. Improved ownership and accountability through first-call resolution and outbound follow-up calls, and
77. Fostered an advocate-type relationship by proactively working through the entirety of the member needs. CHALLENGE A large health insurance company strove to improve customer experience by redefining member interaction from efficient to advocate. Due to the breadth of products offered, the advisor needed to access over 40 applications with limited system integration and consumer preference data. SOLUTION ValueWise worked with the client to design and develop an integrated desktop application for advisors. The application leveraged a knowledge management system to provide timely, accurate and context-sensitive data. RESULT Our client drove improved consumer service experience, increased consumer retention, and simplification of the advisor role.
82. Exceed sales projections for busy season by 300%.CHALLENGE A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity. The group also wanted to ensure that they continued to provide outstanding levels of customer service. SOLUTION ValueWise worked with the client to determine the need for an adaptable, robust WFM tool and an effective WFM practice. The ValueWise team then partnered with NICE to implement IEX TotalView for the health plan’s 85 service and sales agents while simultaneously working with the client to design and implement best practice processes for demand forecasting, agent staffing and scheduling, and real time change management. RESULT Overall impact of the IEX TotalView implementation on agent efficiency conservatively estimated at 8% resulting in a potential savings of over $200,000 per year.
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84. Develop reinforcement curriculum for current sales staff around business acumen, sales process/solution selling, financial acumen, and leadership skills,
85. Design curricula including coaching, new hire, self-paced reinforcement, advanced enrichment, and consultative selling,
87. Deliver train-the-trainer sessions. CHALLENGE A global manufacturer and distributor of medical supplies was experiencing flat sales growth over the past few years along with rising costs for sales delivery. SOLUTION By thoroughly analyzing our client’s sales process, ValueWise recommended the development of a staffing strategy and Sales College. The staffing strategy incorporates sales research and best practices throughout the hiring process including sourcing, candidate testing and selection. To drive consistently improved results, the Sales College provides training of both sales representatives and leadership by building both new hire and coaching curricula. To ensure adoption, metrics and tracking methods were defined to validate the effectiveness of the College. RESULT To date, we have completed all HR deliverables, advanced facilitation guides and training, assessment/testing strategy training and guidelines, and platinum coaching. Train-the-trainer for New Hire Training is complete with New Hire
91. Utilize speech recognition and automation to save $21.9M over 5 years,Strategic Speech Assessment Projected 5-year Cost Savings $33.5 million CHALLENGE This leading health services provider—a division of one of the nation’s largest retail pharmacy chains—sought to maintain customer satisfaction while meeting aggressive cost-cutting goals. A key tactic was to triple containment rate in automated self-service IVR. SOLUTION ValueWise worked with the client to conduct a Strategic Speech Assessment. Armed with this information, we delivered an automation roadmap including a return-on-investment analysis. RESULT Our work yielded actions to be taken immediately—quick wins—which resulted in a projected 5-year savings of $9.9 million. We incorporated proactive outbound calling to notify customers of refills and order status effectively preventing calls—estimated 5-years savings of $1.7 million. Speech-enable menu design and speech automation produced the greatest savings at $13.1 million and $8.8 million respectively. CS2-126N -W
96. Improved interval forecasting accuracy for major lines of business by 8% to 10%.WFM Benefits Projections FTE Requirements reduced by over 6% Beginning FTE Required Projected FTE Required Projected 5-year NPV of $3.8 million CHALLENGE A leading health services provider—adivision of one of the nation’s largest retail pharmacy chains—sought to improve workforce management processes to increase efficiency and agent productivity while maintaining customer satisfaction. The client also needed to meet aggressive cost reduction targets. SOLUTION ValueWise worked with the client to develop and implement detailed recommendations to improve agent productivity by improving forecasting and scheduling processes. We also designed a comprehensive real-time adherence process to maintain plan integrity. RESULT Our work improved interval forecasting accuracy for major lines of business by 8% to 10%. Projected five-year net present value of $3.8 million. CS2-126N -W
100. Develop new hire training around performance-based learning tenets, and
101. Leverage consulting and internal staff through train-the-trainer approach. Achieve $10.5 million cost reduction CHALLENGE A large insurance company needed to lower costs while improving performance of its contact centers. Organizational leaders believed time-to-proficiency was excessive. Corporate targets of cost, quality and CSAT (?) were consistently missed. SOLUTION ValueWise staff initially executed a comprehensive contact center transformation assessment. We monitored live training and reviewed tenure-based agent performance data. Armed with an understanding of the current situation, we reengineered the client’s training programs. RESULT Within two weeks of training, the client achievedaverage handle time (AHT) goal of 304 seconds. More effective training reduced training time—from 12 to 8 weeks—while decreasing agent’s “phone anxiety.” This improved training graduation rate by 38%.
108. Produce consistent occupancy of 86% to 87%.Pre SBR FTE Post SBR FTE FTE Reduction of 25% CHALLENGE A major insurer had limited ability to load balance calls because of the regionalized structure of its call centers. This resulted in higher than acceptable labor and site costs. It also created inconsistent customer experience as each site (region) had its own set of processes. SOLUTION ValueWise staff worked with the client to provide consistent service across all sites. After evaluating agent skills, we developed an enterprise-wide skills-based routing strategy to balance call loads between sites thus improving agent utilization. Through centralized forecasting and scheduling, intelligent call routing strategies were deployed. RESULT Our work produced significant improvement in key metrics. Call center staff was reduced by 25%. Average Handle Time (AHT) improved by 22%. Quality scores increased 10% to 12%.
116. Implementation of speech-enabled menu design and speech automation—cost savings of $13.1M and $8.8M respectively. CLIENT CHALLENGE Our clients are faced with a never-ending challenge: Increase productivity while maintaining or improving customer satisfaction with a reduced budget. We help clients step up to this challenge through better process design, application of best-in-class technology, and enhanced workforce management. CONTACT CENTER ASSESSMENT Utilizing specialists in Call/Claim Infrastructure, Technology and Reporting, we identify improvement opportunities by analyzing call data, conducting interviews and focus groups, and comparing results to industry standards. These opportunities and their associated return are prioritized by the client resulting in the Roadmap. ROADMAP The Roadmap details well-defined initiatives to improve or transform the client’s contact center operations. Since it is based upon facts gathered during the assessment, return-on-investment is articulated as well as expected operational and customer success metrics—both qualitative and quantitative. Since these programs typically involve multiple initiatives impacting many organizations across the enterprise, the roadmap includes high-level implementation plans and dependencies.
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118. True benefits will be realized through business intelligence and process improvements,
119. Emphasis must be placed on strategy and planning due to the pervasiveness of diagnosis codes throughout the enterprise,
120. Advise the use of a firm to develop the plan and another (or several) to execute—neutrality during planning is key,
121. Develop a risk management plan to prepare for several chaotic years, and
122. Establish a communication plan to keep all stakeholders aware of ICD-10 readiness. CLIENT CHALLENGE Starting Oct. 1, 2013, health care claims will need to be submitted to payers using ICD-10 diagnosis codes. To comply, organizations must first replace the existing standard (4010) with a newer version (5010). This change is needed since many of the categories are too limited to provide meaningful and descriptive diagnosis coding. Since ICD-10 provides greater specificity, it will reveal more about quality of care. ROADMAP Our focus is to help health care organizations plan for and leverage this sweeping change. The first step is to determine the compliance strategy. Each organization has essentially three options:(1) Remediate, (2) Replace, (3) Insulate. Second, we assist our clients in developing an ICD-10 roadmap, which includes an inventory of affected systems and processes, an assessment of internal and vendor readiness, a project plan with timeline and—perhaps most important—a budget for personnel, applications and other technology. Third, we encourage our clients to adopt a risk management plan to prepare for what we foresee as several chaotic years. Fourth, we help clients establish a communication plan to keep all stakeholders aware of its ICD-10 readiness.
123. For more information, please contact Angelia Brekkeangelia_brekke@valuewisecorp.com651.307.4802
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