Client Profile
DST Full Service delivers its services and products through dedicated client service teams. It handles everything from managing correspondence to answering telephone calls, and processing transactions to producing statements.

Challenge
Receiving and responding to high-volume e-mail in a timely and accurate manner

AWD Solution Results
Utilizing AWD in their own operations and processing areas provides DST with a unique perspective among other technology vendors - allowing them to better understand how AWD is used and to develop the technology in anticipation of their clients' changing needs.

Challenge
Decentralized organization with autonomous units and divisions needs paperless storage and workflow functionality.

AWD Solution Results
"The use of AWD has allowed an increased level of customer service," said Senior Business Systems Consultant Robin Mossbarger. "It has also allowed us to process more work without adding additional people."

Division AWD Administrator Selita Jansen summed up the AWD benefits: "The advantage that stands out above all is the ability to answer client inquiries without having to call them back or transfer them from department to department. This has improved the level of service we are able to provide our distributors and clients.

Challenge
Paper-intensive healthcare claims processing slows revenue cycle and creates need for tighter information security.

AWD Solution Results
“We selected AWD based on its ability to provide an end-to-end solution – from imaging to comprehensive business process management,” said David Gentile, senior vice president of operations for BCBSKC.”

With AWD, BCBSKC now has a streamlined system to:

• Improve productivity by using predefined business rules to route work to appropriate processors/automated systems
• Enhance service and patient care with instant, simultaneous, and secure access to information
• Reduce revenue cycle days

Challenge
Deliver higher quality service to customers with increased efficiency.

AWD Solution Results
IHC Health Plans' ability to improve customer service, eliminate mandatory overtime, and achieve a more productive and efficient working environment, while undergoing a massive expansion of its membership base, is a testament to the implementation and proper use of workflow management technology.

AWD has helped IHC Health Plans erase the boundaries that existed between eligibility coordinators and claims analysts, and the boundaries between customer service representatives and payor services.

Challenge
To increase efficiency and quality of service while addressing increased regulatory requirements and reducing operational costs.

AWD Solution Results
"AWD integrated with our existing technology and processes, so there was no major reengineering," said Sheri Beekman, executive director of Receivables & Health Information Systems at St. John's. "We were able to leverage our existing technology investments, with AWD as the bridge connecting the various application systems throughout the St. John's organization."

Challenge
Increased competition and more demanding customer expectations.

AWD Solution Results
In late 1994 Friends Provident started trials of AWD and rolled it out to many of its business areas by the end of 1995. A continued rollout program has resulted in Friends Provident now having in excess of 1600 users across 7 sites (5 UK based, one off-shore facility and a processing center in India), resulting in a truly enterprise wide imaging, workflow and process automation solution.