OpenText Customers Named Finalists in 2012 Global Awards for Excellence in Adaptive Case Management
Vision Service Plan and QSuper significantly improved customer experience, cost savings, efficiency, workforce management through OpenText case management solution
WATERLOO, ON – June 5, 2012 – OpenText, the leading provider of business process management (BPM), dynamic case management and enterprise architecture (EA) software and solutions, today announced that two of its customers, Vision Service Plan (VSP) and QSuper, have been named finalists in the 2012 Global Awards for Excellence in Adaptive Case Management. Co-sponsored by the Workflow Management Coalition (WfMC) and KMWorld magazine, these prestigious awards recognize user organizations worldwide for demonstrating excellence in implementing innovative case management solutions.
Award winners will be announced in the following four categories: Customer Facing, Public Sector, Healthcare, and Knowledge Worker Innovation, during a special virtual awards ceremony on June 6th at ACM Live. ACM Live is a virtual event focused on Adaptive Case Management in which audience members are invited to attend sessions and solution demos and participate via open Q&A, social interaction and much more. The event will feature presentations by industry experts, leading end user organizations, including award finalist VSP, and leading case management solution providers. Register for the ACM Live event at http://acmlive.tv
Award finalists were selected by a panel of 16 judges drawn from experts in the field of case management, headed by an Advisory Panel comprising Tom Koulopoulos, Delphi Group, Hugh McKellar, KMWorld and Connie Moore, Forrester Research.
Vision Service Plan
VSP provides high-quality, cost-effective eye care benefits and world-class products and services to eye care professionals, employers, and more than 56 million members. Implementing case management has improved customer service quality and information accuracy, ensured compliance with government and industry regulations and led to major cost savings. Integrating OpenText Case360 with VSP’s Customer Care Portal has saved the company $700K annually and significantly improved customer service quality by simplifying the creation and processing of critical documents, including claims adjustments, complaints, doctor inquiries and fraud alerts. Additional cost savings are expected this year as additional processes are added.
Wendy Kimball, Director of Customer Care at VSP, will present VSP’s case management success during her session entitled Using OpenText Case360 to Transform Customer Service at the June 6 ACM Live event.
One of Australia’s largest superannuation funds (a retirement program in Australia), QSuper manages more than AUD $30 billion in funds for over 540,000 current and former Queensland government and related entity workers. QSuper’s use of case management has resulted in significant benefits and ROI in terms of cost reduction, increased efficiency, improved customer experience, decreased risk and business continuity planning. Supported by OpenText Case360, QSuper’s workQ case management system handles 78% of business processes and is used across QSuper from the knowledge workers processing claims, to business operations and information technology staff, to mid- and senior level management.
Having a single member view in workQ significantly improved the level of staff knowledge about members and their interactions with QSuper and led to a 38% reduction in effort required to manage cases across business units. And, allowing QSuper supervisors to dynamically manage their staff has resulted in a 99% reduction in the manual effort required to report on workflow management statistics.
For comprehensive information on case management including videos, case studies, white papers, solution demonstrations and interviews with case management experts, visit the Case Management Resource Center.
OpenText, a global ECM leader, helps organizations manage and gain the true value of their business content. OpenText brings two decades of expertise supporting 100 million users in 114 countries. Working with our customers and partners, we bring together leading Content Experts™ to help organizations capture and preserve corporate memory, increase brand equity, automate processes, mitigate risk, manage compliance and improve competitiveness. For more information, visit www.opentext.com.
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