Industries


DST Technologies has developed solutions for the following industries:


Financial Services

  • Global asset management companies
  • Mutual fund companies
  • Insurance companies   example hide example
    • Challenges DST Technologies Opportunity
    • Growth by acquisition resulted in multiple legacy systems accessed by a common group of call center and clerical users
    • Users had to become experts in both life insurance servicing as well as usage of the multiple systems

    Solution

    • Developed and implemented best practice processes that crossed the multiple back end systems
    • Integrated AWD to each of the legacy insurance systems

    Result

    • Cut per-transaction processing cost by 55%
    • Sustained 100% more business with minimal staff increases
    • Published a 21% internal rate of return on the project

  • Retirement plan providers   example hide example
    • Challenges DST Technologies Opportunity
    • Manage hundreds of unique products; all with different rules
    • Move employees from specialists to generalists
    • Keep quality at historically high levels without increasing sampling costs

    Solution

    • Used AWD to codify rules and centralize processing

    Result

    • Reduced Loan Process Time by 84%
    • Reduced Required FTEs by 67%
    • Maintained high service levels

  • Third-party administrators
  • Mortgage companies
  • Banks
  • Investment advisors
  • Broker/dealers   example hide example
    • Challenges DST Technologies Opportunity
    • operational efficiency and broker satisfaction are key strategic priorities
    • managing, streamlining and improving the account opening process is a high priority
    • the biggest challenges are
    processing time
    consistency
    paperwork administration
    manual steps
    system integration
    compliance and quality
    keeping the advisor informed

    Home Office

    • reduce processing time
    • consistency and control
    • automate manual steps
    • monitoring and audit trail
    • quality control
    • unified view across multiple systems
    • advisor service management

    Advisors

    • reduce the paperwork
    • status visibility
    • integration and automation
    • (DST New Account Opening web)


Healthcare

  • Health payers   example hide example
    • Challenges DST Technologies Opportunity
    • New US laws required very granular audit trail showing users who viewed customer data. Specifically: "Who looked at what?" "What did they do with it?" "How long did they look at it?" "Did they print, fax or email it?"
    • Enable an initiative to outsource certain claims from customers to a 3rd party

    Solution

    • AWD tracks and logs all accesses and actions on customer data
    • Automatically determines work to be processed by outsourcers vs. internal associates; reconciles items returned from outsourcer

    Result

    • Reduced costs through selective outsourcing
    • Managed the outsourcer using the reconciliation function of AWD
    • Achieved required compliance certification

  • Health providers
  • Physician practice groups
  • Hospital-based practice groups   example hide example
    • Challenges DST Technologies Opportunity
    • Reduce inefficiencies in paper-intensive processes across admissions, medical records and the patient billing office
    • Productivity improvement could not be achieved if doctors would not participate in the workflows. Challenge is increased because the doctors are not employed by the hospital and cannot be forced to use a system that they don't like.

    Solution

    • Conducted numerous focus groups with physicians to design a user interface that they were willing to adopt
    • Developed a unique browser-based interface that masked all workflow complexity from the doctors and allowed them to operate in an environment that looked similar to their current paper-based process

    Result

    • Doctors' user interface gained wide adoption
    • Hospital saved over $1,000,000 in the first 9 months of usage and paid back the initial investment in less than one year

  • Pharmacy benefit plan providers
  • Pharmaceutical manufacturers and distributors


Additional Industries

  • Telecommunications
  • Cable and broadband providers   example hide example
    • Challenges DST Technologies Opportunity
    • Develop an intuitive user interface for call center users that masks the complexities of legacy billing systems. Reduce training time for new employees.
    • Develop a reusable service layer that can be utilized by all forms of customer service-call center, web self service, IVR, field reps, store fronts, etc.

    Solution

    • AWD deployed as the service layer between users and all legacy systems
    • AWD/Contact call center desktop manages the entire user experience. Users never have to move to other desktop applications
    • Proactive scripting suggests "up-sells" based on information about the caller
    • Wireless interface for field reps is in development

    Result

    • Significant cost savings in reduced training time for new employees
    • Increased average revenue per call due to scripted up-sells & cross-sells
    • Enterprise event logging provides a complete record of all customer contacts

  • Utilities

Talk to DST

For questions about AWD, contact us at awdinfo@dsttechnologies.com