Welcome!

Blog Feed Post

Customer Spotlight: Improving Customer Experiences with DTM

Contribute article by: Julie Dunham of Wellmark

What comes to mind when you think of health insurance?  If you’re like most Americans, your immediate response may be negative.  People today often perceive health insurance companies as being heartless or greedy; interested less in the health of their customers, and more in the depth of their pockets.  While I can’t speak for every organization, I’m proud to say that my employer – an independent licensee of the Blue Cross and Blue Shield Association – is constantly looking for ways to keep premiums low for our customers.  Wellmark, Inc. is a mutual and member-owned health insurance company serving people across Iowa and South Dakota. Our organizational goal is to not make a bundle of money, but to provide the best value possible to our policyholders.   As a result, we have among the lowest per member per month administrative costs in the industry.

As we strive to keep administrative costs low and value high, the company is continually looking for innovative ways to change and streamline processes that will make a difference. It was 2011 that the Vice President over Contracts and Procurement was searching for that ground-breaking tool to automate the signing process of our business contracts. This led him to have conversations with DocuSign and other e-signature options and we chose to implement DocuSign in 2012. But before we get into the success story, let’s back up and give you a glimpse at the process that was in major need of an overhaul.

Prior to implementing DocuSign, the process for preparing, routing, signing and storing our contracts was time consuming, paper intensive, and very inefficient. Documents were prepared by our negotiators and placed in a file folder for signature by the Vice President, Chief Procurement Officer or CFO. The goal was to have the partially executed documents, (2 original copies sent out with one to be returned by the vendor and the other kept for their records), ready to go to the external party within 24 hours.  This was not always feasible based on other priorities; out of office instances and any rework required on a contract. Once the contract was signed, another copy was made to keep in the office as a tracking mechanism.  This second copy was crucial – acting as a “back-up” in the event the first set of contracts sent were “lost”. Initially, the contracts were sent to the external party via US Postal Service, but that process was changed to utilizing UPS to give us visibility in to the whereabouts of the documents. The turn around time to receiving the fully executed contract back in-house was anywhere from a couple of days to a couple of weeks, and was returned to us in a number of manners: e-mail, mail, fax and on rare occasion, hand delivery.

This may sound like the end of the process, but there was more.  The same team was also responsible for storing the contract. The paper copy of the contract had barcodes prepared for it, and was then sent to our in house scanning department. After 24-48 hours the scanned image was then uploaded into our contract management system and finalized. Whew!

Then, along came DocuSign! Our processes were immediately streamlined, excess paper usage was eliminated, and postage costs plummeted. Today when a negotiator routes a document for signatures, it takes them a matter of minutes to upload into the DocuSign console, tag and route. We have improved our process of gathering required approvals by having them each approve via DocuSign prior to signatures. Fully executed contracts are generally received within 24-48 hours and the process for tracking anything outstanding is instantaneous via a look at the routing progression in DocuSign. Our Contract Administrators receive a copy of the fully executed contract (electronically), and are able to upload that to the contract management system for finalization.

One of the first contracts that we utilized DocuSign for was a $2.7M contract that required signature of Wellmark’s CEO. The CEO was out of state on business, but was able to complete the signing of the contract within 2 hours time on his mobile device. That was the first, of many, DocuSign success stories for us, and leads the way for additional positive progress!

Where do we go from here? Since Wellmark’s implementation in 2011, we have seen many opportunities to expand the DocuSign usage to other areas of the company. We are currently utilizing DocuSign to contract with our Broker network (those that sell our insurance) and their appointed agents. Customer and Member facing teams utilize DocuSign to obtain signatures on documents from benefits agreements to financial agreements. The Human Resources department at Wellmark began using DocuSign to obtain signatures on applications from potential new employees - enabling the required background checks to begin. Areas that we are targeting for expanded use of the tool in 2014 are Provider Contracting, Internal Compliance, Sales and Process Excellence. This is just the tip of the iceberg. I am confident there are additional areas of the business that we will be introducing DocuSign to and watching their processes transform for years to come.

Join us at DocuSign MOMENTUM 2014 to learn how Wellmark and others are using digital transation management to create a better experience for customers.

Connect with Wellmark on socail media and learn more about how they are using digital transaction management.

http://www.facebook.com/WellmarkBCBS
https://twitter.com/wellmarkbcbs
http://www.linkedin.com/company/wellmark

Read the original blog entry...

Latest Stories
Everything run by electricity will eventually be connected to the Internet. Get ahead of the Internet of Things revolution and join Akvelon expert and IoT industry leader, Sergey Grebnov, in his session at @ThingsExpo, for an educational dive into the world of managing your home, workplace and all the devices they contain with the power of machine-based AI and intelligent Bot services for a completely streamlined experience.
Because IoT devices are deployed in mission-critical environments more than ever before, it’s increasingly imperative they be truly smart. IoT sensors simply stockpiling data isn’t useful. IoT must be artificially and naturally intelligent in order to provide more value In his session at @ThingsExpo, John Crupi, Vice President and Engineering System Architect at Greenwave Systems, will discuss how IoT artificial intelligence (AI) can be carried out via edge analytics and machine learning techn...
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, will examine the regulations and provide insight on how it affects technology, challenges the established rules and will usher in new levels of diligence a...
FinTechs use the cloud to operate at the speed and scale of digital financial activity, but are often hindered by the complexity of managing security and compliance in the cloud. In his session at 20th Cloud Expo, Sesh Murthy, co-founder and CTO of Cloud Raxak, showed how proactive and automated cloud security enables FinTechs to leverage the cloud to achieve their business goals. Through business-driven cloud security, FinTechs can speed time-to-market, diminish risk and costs, maintain continu...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
An increasing number of companies are creating products that combine data with analytical capabilities. Running interactive queries on Big Data requires complex architectures to store and query data effectively, typically involving data streams, an choosing efficient file format/database and multiple independent systems that are tied together through custom-engineered pipelines. In his session at @BigDataExpo at @ThingsExpo, Tomer Levi, a senior software engineer at Intel’s Advanced Analytics ...
Existing Big Data solutions are mainly focused on the discovery and analysis of data. The solutions are scalable and highly available but tedious when swapping in and swapping out occurs in disarray and thrashing takes place. The resolution for thrashing through machine learning algorithms and support nomenclature is through simple techniques. Organizations that have been collecting large customer data are increasingly seeing the need to use the data for swapping in and out and thrashing occurs ...
As many know, the first generation of Cloud Management Platform (CMP) solutions were designed for managing virtual infrastructure (IaaS) and traditional applications. But that’s no longer enough to satisfy evolving and complex business requirements. In his session at 21st Cloud Expo, Scott Davis, Embotics CTO, will explore how next-generation CMPs ensure organizations can manage cloud-native and microservice-based application architectures, while also facilitating agile DevOps methodology. He wi...
When you focus on a journey from up-close, you look at your own technical and cultural history and how you changed it for the benefit of the customer. This was our starting point: too many integration issues, 13 SWP days and very long cycles. It was evident that in this fast-paced industry we could no longer afford this reality. We needed something that would take us beyond reducing the development lifecycles, CI and Agile methodologies. We made a fundamental difference, even changed our culture...
In the enterprise today, connected IoT devices are everywhere – both inside and outside corporate environments. The need to identify, manage, control and secure a quickly growing web of connections and outside devices is making the already challenging task of security even more important, and onerous. In his session at @ThingsExpo, Rich Boyer, CISO and Chief Architect for Security at NTT i3, discussed new ways of thinking and the approaches needed to address the emerging challenges of security i...
Historically, some banking activities such as trading have been relying heavily on analytics and cutting edge algorithmic tools. The coming of age of powerful data analytics solutions combined with the development of intelligent algorithms have created new opportunities for financial institutions. In his session at 20th Cloud Expo, Sebastien Meunier, Head of Digital for North America at Chappuis Halder & Co., discussed how these tools can be leveraged to develop a lasting competitive advantage ...
SYS-CON Events announced today that Dasher Technologies will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Dasher Technologies, Inc. ® is a premier IT solution provider that delivers expert technical resources along with trusted account executives to architect and deliver complete IT solutions and services to help our clients execute their goals, plans and objectives. Since 1999, we'v...
There is only one world-class Cloud event on earth, and that is Cloud Expo – which returns to Silicon Valley for the 21st Cloud Expo at the Santa Clara Convention Center, October 31 - November 2, 2017. Every Global 2000 enterprise in the world is now integrating cloud computing in some form into its IT development and operations. Midsize and small businesses are also migrating to the cloud in increasing numbers. Companies are each developing their unique mix of cloud technologies and service...
For financial firms, the cloud is going to increasingly become a crucial part of dealing with customers over the next five years and beyond, particularly with the growing use and acceptance of virtual currencies. There are new data storage paradigms on the horizon that will deliver secure solutions for storing and moving sensitive financial data around the world without touching terrestrial networks. In his session at 20th Cloud Expo, Cliff Beek, President of Cloud Constellation Corporation, d...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.