The HGS team in Bangalore created a detailed Re-engineering and Transformation Project Plan to innovate and radically change the operations delivery and bring in customer experience optimization. This meant changing business strategies of engagement, bringing innovative solutions into delivery, and partnering with clients to co-create new value propositions for their customers. The objective was to identify opportunities to transform the way our engagement with the client was operating, including finding ways to re-engineer existing processes through elimination, simplification, and automation, and helping capture the right data sets to drive analytics to improve overall effectiveness of delivery. HGS worked with the client to completely map the process value stream. We created an onshore and offshore solution with a 360-degree view of our delivery and potential failure points. Our holistic approach employed an HGS-fronted governance team comprising both HGS and client representatives, with monthly review meetings attended by executive leadership from both parties.
After a detailed review, key areas of optimization were identified for Year 1:
- Sales Operations – Customer Onboarding and Plan Loading for End Customers
- Claims Operations – Claims Payment Analytics – Reduction of Potential Fraud, Waste, and Abuse
Per this cocreation model, gainsharing is employed for mutual incentives that drive optimized ROI for the client. The ROI momentum has been building each year, and, the synergies of this partnership cumulatively drive more than $3.3 million in annual savings for this client, with zero upfront costs. The client now counts HGS as their preferred provider and plans to move our transformative RPA innovation into other areas of the client’s business. The client continues to share processes with HGS—for replication of success. Today HGS is automating more than 30 processes for this client. Here, we highlight the three key areas of smart automation success we have delivered for this client: enrollment, provider database management, and commercial billing/cash posting.