VWC Overview

OVERVIEW

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Contents

Company Overview• Company Approach

• Our Clients

Services• Consulting Services

• Project Samples

• Executive Search Services

Appendix• Corporate Overview

• Case Studies• Contact Center Optimization

• Sales Strategy & Effectiveness

• Management Bios

ValueWise Corporation. Copyright. All rights reserved. Page 3

COMPANY OVERVIEW


Company Approach

We are the behind-the-scenes partner to industry-leading companies, delivering results in the areas of strategy, operations & information technology.

We hire only experienced consultants• Consultants average 15 years experience

• No training on client’s dime

• Better ability to attract top talent

We apply real-world experience to save time and money• Projects completed faster with greater impact

• No-nonsense solutions

• Focus on results, not process

• Cost structure allows client to accomplish more


Our Clients

Through our Consulting services, we are honored to serve these outstanding companies.

MiRiXa

http://www.cardinal.com/

http://www.meritain.com/

http://www.medecision.com/Index.aspx


SERVICES


Consulting Services

We offer a wide range of management consulting services to address needs in strategy, operations and information technology.


VWC has experience in maximizing staffing efficiency through effective WFM process and technology practices, resulting in staffing reductions on average of 15%-25% along with improved service levels and quality scores in excess of 25%.

VWC established a Sales College to train field sales consultants and leadership in a field environment for the purpose of drug distribution and up-selling of health care solutions to independently owned pharmacies and alternate care sites.

VWC has delivered automation road maps, converting IVR text to Speech applications along with similar roadmaps for Web applications. Some Self Service initiatives have netted our clients 5 year savings in excess of $30 million.

VWC has delivered full fledge transformation, including hiring, training, WFM, Coaching, Quality Management, that have resulted, on average a 5 year NPV in excess of $25-$30 million.

VWC has experience leading the design, build, test, train, deploy phases of a customer service desktop. Some Self Service initiatives have netted our clients over a minute in reduced average handle time and reduced call backs by 10%.

Project Samples

VWC has experience working across functions within the enterprise.

WFM Efficiencies and Enhancements

People/Process/Technology Transformation and

Re-Engineering

Self Service Solutions

Call Center Transformation

Customer Service Desktop


Project Samples Cont’d

VWC has experience creating the business design, operational design, deployment strategy, and business case for Telemedicine and EMR systems. This initiative allowed our client to become the industry leader in providing remote access to their provider network.

VWC has experience with building claim adjudication logic that simplified claim resolution and reduced costs by reducing the number of claims that required manual review. This resulted in a reduction of manual claim reviews on average of 15%-25% along with improved service levels and quality.

VWC has experience building complex claims and benefit data warehouses and dashboard reporting on medical information to analyze spending data. This initiative provided deeper analysis that can be used to create health plans that meets the needs of employers.

VWC has experience defining high-level technology architecture that leverages existing technologies and requirements for disease management type applications.

VWC has experience building Program Management Offices that help align project goals to business objectives while providing cost savings due to effective management of resources.

Telemedicine/EMR

Claims Adjudication

Dashboard Reporting/Data Warehouse

Disease Management

Program Management

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Consulting Competencies

Program & Project Management Business systems assessments Cost/benefit analysis and business case

development Opportunity prioritization and risk identification Strategic roadmap definition Benefit realization and performance metric Funding and budget management Program structure, resource procurement

and management Cross segment coordination and alignment Vendor buy/build analysis and product selection

Development & Testing Resources Build, configure, and monitor network

servers User interface development Web development Executive dashboard reporting Database development System test plan development and

execution User acceptance test plan

development and execution

Business Architects & Analysts Solution deployment and adoption Business process analysis and design Process reengineering New role and responsibility definition Talent gap analysis and training Program communication and rationale Detailed action planning Constituent buy-in and ownership transfer Progress reporting and measurement Transitional planning

Technical Architects & System Analysts Functional blueprinting and assessment Business system design System integration User interface design New tool development and introduction Data analytics Database design Technology alignment and utilization

VWC consulting competencies covers the entire project lifecycle and can be tailored to meet specialized resource requirements.


Executive Search Services

We align the world’s greatest talent to our client’s culture and strategic objectives.

• Utilize a proprietary process that integrates project management and database functionality to support our search process

• Leverage over 2,600 information sources to produce our database of over 3.1 million managers and executives associated with over 630,000 companies in North America

• Conduct fresh, original and targeted research for each assignment including in-depth direct sourcing of target companies as well as organizational mapping of competitive companies.

• Offer unique, flexible pricing models with a placement guarantee period unmatched in the industry

• Through a single point-of-contact, gain access to specialists by industry and discipline:

Health care Accounting & Finance

Consumer Packaged Goods Operations

Biotechnology & Life Science Executive & Senior Management

Sales & Marketing Information Technology


APPENDIX


CORPORATE OVERVIEW


Corporate Overview

We were founded in 2006 and are privately held.

Our focus is on providing exceptional consulting services to industry-leading companies.

We produced double-digit growth despite industry contraction.

We have a national presence and an accomplished executive team with experiences across multiple industries and disciplines.


Management Bios

Michael Mann, President and Founder, Mike has more than 20 years of consulting experience working with some of America’s largest and most respected companies. Prior to founding ValueWise, he led the Management Consulting practice for eLoyalty, where he personally developed clients accountable for 30% of the firm’s revenues. Mike also oversaw the development of eLoyaty’s Healthcare practice. Today, Mike is focused on helping organizations solve critical business problems by creating an environment based upon intrinsic motivation. By meeting the needs of high-impact people for autonomy, mastery and purpose, ValueWise delivers extraordinary results to its clients.

Bo Nickoloff, Managing Partner, Over the past 20 years, Bo has developed extensive experience in business operations, sales and marketing strategy, and financial planning by shepherding small and mid-size companies into their next growth stage. He is especially seasoned at driving performance by creating winning strategies with clearly articulated objectives and fostering a culture of accountability. Bo is responsible for overseeing corporate business operations and helping to enhance future growth.


Management Bios

Angelia Brekke, Senior Vice President - Consulting, Angie is a proven leader in sales and marketing with over 20 years of consulting experience. Her energy, creativity and ability to quickly understand and communicate complex problems are integral to her success in aligning teams to accomplish individual and corporate objectives. Over 10 years at Analysts International, she rose to SVP overseeing a consulting staff of 2,000 and a business development and recruiting force of 80. Angie is responsible for continuing the company’s dramatic growth in the Consulting Division.

Sara Cernohous, Senior Vice President, Human Resources, Sara has 15 years of experience in the consulting industry, with the last 10 focused on the HR function. Prior to joining ValueWise, Sara lead the HR division of a national consulting firm of over 1,200 employees. Sara holds an SPHR certification. Her responsibilities include legal compliance, benefit design, on-boarding, employee compensation, performance measurement, retention and personnel actions.


CASE STUDIES


Business Intelligence - Customer

ValueWise helped our client develop a holistic view of their customers, which included:

• Data segmentation and scoring to determine high-value customers,

• Predictive modeling,

• Potential value analysis,

• Targeted customer up-sell strategies,

• Program strategy, management, reporting and analysis, and

• Customized customer interface application reduced call handling and training times.

CHALLENGE

Retaining high-value customers is a key priority for all businesses. To improve retention, our client chose to deliver a unique customer experience that not only met their needs, but also surpassed their expectations.

SOLUTION

ValueWise worked with the client to develop a holistic view of their customers. Our comprehensive and cost-effective solution enhanced customer experience by better understanding customer desires and needs, enhancing communication methods, and expanding personalization capabilities.

RESULT

The client successfully differentiated itself within a highly competitive market by delivering superior customer experiences.


Business Intelligence - Dashboard

ValueWise helped our client develop a dynamic dashboard to:

• Provide a complete view of account performance by aggregating data from across the enterprise,

• Enable rapid account review through advanced visualization of data,

• Identify trends which were previously hidden within volumes of data,

• Determine interventions and needed actions to attain desired account performance, and

• Create a new client offering—the dashboard is being actively marketed to our client’s customer base.

CHALLENGE

A large health insurance company needed to leverage large volumes of disparate data across the enterprise to produce a complete and accurate view of account performance. Stakeholders required insight into business drivers covering a range of domains at varying levels of detail.

SOLUTION

ValueWise worked with the client to (1) establish the data environment and Extract, Transform, Load (ETL) methods and (2) visualize the data in meaningful interactive dashboards. Utilizing advanced technologies, including web services as the middle tier, the team produced a highly interactive web application which easily exports into Microsoft presentation tools.

RESULT

The tool is transforming the traditional manner of communicating account performance. By visually reviewing pertinent information interactively, the account team has a complete view of account performance and quickly determines needed actions.


Business Process – Customer Contact

ValueWise helped our client to:

• Design and develop a single desktop application to support inquiries across multiple services,

• Delivered a personalized experience to consumers by leveraging behavior analytics and three-way calling,

• Provided a seamless consumer experience as they move from one contact channel to another,

• Improved ownership and accountability through first-call resolution and outbound follow-up calls, and

• Fostered an advocate-type relationship by proactively working through the entirety of the member needs.

CHALLENGE

A large health insurance company strove to improve customer experience by redefining member interaction from efficient to advocate. Due to the breadth of products offered, the advisor needed to access over 40 applications with limited system integration and consumer preference data.

SOLUTION

ValueWise worked with the client to design and develop an integrated desktop application for advisors. The application leveraged a knowledge management system to provide timely, accurate and context-sensitive data.

RESULT

Our client drove improved consumer service experience, increased consumer retention, and simplification of the advisor role.


Contact Center Optimization

The processes designed and implemented by ValueWise allowed the client to:

• Improve daily forecasting accuracy by over 3% immediately after implementation,

• Improve schedule quality by 3% - 5% immediately,

• Increase agent adherence by 8% in six months, allowing the group to exceed its adherence goal in less than half the projected time,

• Increase agent efficiency by over 8%, resulting in potential savings of $200k per year, and

• Exceed sales projections for busy season by 300%.

CHALLENGE

A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity. The group also wanted to ensure that they continued to provide outstanding levels of customer service.

SOLUTION

ValueWise worked with the client to determine the need for an adaptable, robust WFM tool and an effective WFM practice. The ValueWise team then partnered with NICE to implement IEX TotalView for the health plan’s 85 service and sales agents while simultaneously working with the client to design and implement best practice processes for demand forecasting, agent staffing and scheduling, and real time change management.

RESULT

Overall impact of the IEX TotalView implementation on agent efficiency conservatively estimated at 8% resulting in a potential savings of over $200,000 per year.


Sales Strategy & Effectiveness

To improve attainment of sales goals, ValueWise helped:

• Develop consistent hiring processes and staffing strategies,

• Develop reinforcement curriculum for current sales staff around business acumen, sales process/solution selling, financial acumen, and leadership skills,

• Design curricula including coaching, new hire, self-paced reinforcement, advanced enrichment, and consultative selling,

• Make recommendations to leverage existing assets, including LMS and mobile, and

• Deliver train-the-trainer sessions.

CHALLENGE

A global manufacturer and distributor of medical supplies was experiencing flat sales growth over the past few years along with rising costs for sales delivery.

SOLUTION

By thoroughly analyzing our client’s sales process, ValueWise recommended the development of a staffing strategy and Sales College. The staffing strategy incorporates sales research and best practices throughout the hiring process including sourcing, candidate testing and selection. To drive consistently improved results, the Sales College provides training of both sales representatives and leadership by building both new hire and coaching curricula. To ensure adoption, metrics and tracking methods were defined to validate the effectiveness of the College.

RESULT

To date, we have completed all HR deliverables, advanced facilitation guides and training, assessment/testing strategy training and guidelines, and platinum coaching. Train-the-trainer for New Hire Training is complete with New Hire


IVR Solutions for National Health Services Provider

CS2-126N -W


• Triple containment rate in automated self-service without negatively impacting customer experience,

• Incorporate immediate improvements to existing functionality yielding 5-year savings of $9.9M,

• Leverage proactive outbound solutions to deflect inbound calls, and

• Utilize speech recognition and automation to save $21.9M over 5 years,

CHALLENGE

This leading health services provider—a division of one of the nation’s largest retail pharmacy chains—sought to maintain customer satisfaction while meeting aggressive cost-cutting goals. A key tactic was to triple containment rate in automated self-service IVR.

SOLUTION

ValueWise worked with the client to conduct a Strategic Speech Assessment. Armed with this information, we delivered an automation roadmap including a return-on-investment analysis.

RESULT

Our work yielded actions to be taken immediately—quick wins—which resulted in a projected 5-year savings of $9.9 million. We incorporated proactive outbound calling to notify customers of refills and order status effectively preventing calls—estimated 5-years savings of $1.7 million. Speech-enable menu design and speech automation produced the greatest savings at $13.1 million and $8.8 million respectively.

Projected 5-year Cost Savings

$33.5 million

Strategic Speech Assessment

Call Containment Rate

Increase of >250%

Year 1 Goal Results

24%

65-70%60%


Workforce Management for Leading F500 Company

CS2-126N -W


• Create efficient schedule set and defined schedule bid process leading to more effective schedules,

• Execute a highly successful shift bid,

• Implement real-time adherence for roll-out and wide acceptance,

• Established the foundations for continuous improvement and sustained momentum, and

• Improved interval forecasting accuracy for major lines of business by 8% to 10%.

CHALLENGE

A leading health services provider—a division of one of the nation’s largest retail pharmacy chains—sought to improve workforce management processes to increase efficiency and agent productivity while maintaining customer satisfaction. The client also needed to meet aggressive cost reduction targets.

SOLUTION

ValueWise worked with the client to develop and implement detailed recommendations to improve agent productivity by improving forecasting and scheduling processes. We also designed a comprehensive real-time adherence process to maintain plan integrity.

RESULT

Our work improved interval forecasting accuracy for major lines of business by 8% to 10%. Projected five-year net present value of $3.8 million.

Projected 5-year NPV of $3.8 million

WFM Benefits Projections

Beginning FTE Required

Projected FTE Required

FTE Requirements reduced by over 6%


Performance-Based Learning for F500 Company

The contact center assessment and resulting training program allowed the client to:

• Benchmark key program criteria such as training and on-the-job training/nesting time,

• Determine training effectiveness,

• Assess call handling efficiency,

• Develop new hire training around performance-based learning tenets, and

• Leverage consulting and internal staff through train-the-trainer approach.

Achieve $10.5 million cost reduction

CHALLENGE

A large insurance company needed to lower costs while improving performance of its contact centers. Organizational leaders believed time-to-proficiency was excessive. Corporate targets of cost, quality and CSAT (?) were consistently missed.

SOLUTION

ValueWise staff initially executed a comprehensive contact center transformation assessment. We monitored live training and reviewed tenure-based agent performance data. Armed with an understanding of the current situation, we reengineered the client’s training programs.

RESULT

Within two weeks of training, the client achieved average handle time (AHT) goal of 304 seconds. More effective training reduced training time—from 12 to 8 weeks—while decreasing agent’s “phone anxiety.” This improved training graduation rate by 38%.

Pre PDL Post PDL

40

50

60

Operating Cost (Mil-lions)


Skills-Based Routing for Major F500 Company


• Evaluate agent skills,

• Centralize forecasting and scheduling,

• Create and deploy consistent processes across all sites,

• Deploy innovative skills-based call routing strategy,

• Integrate support systems,

• Balance performance between sites, and

• Produce consistent occupancy of 86% to 87%.

CHALLENGE

A major insurer had limited ability to load balance calls because of the regionalized structure of its call centers. This resulted in higher than acceptable labor and site costs. It also created inconsistent customer experience as each site (region) had its own set of processes.

SOLUTION

ValueWise staff worked with the client to provide consistent service across all sites. After evaluating agent skills, we developed an enterprise-wide skills-based routing strategy to balance call loads between sites thus improving agent utilization. Through centralized forecasting and scheduling, intelligent call routing strategies were deployed.

RESULT

Our work produced significant improvement in key metrics. Call center staff was reduced by 25%. Average Handle Time (AHT) improved by 22%. Quality scores increased 10% to 12%.

FTE Reduction of 25%

Skill-Based Routing Savings

Pre SBR FTE Post SBR FTE


SERVICE DESCRIPTIONS


Contact Center: Rapid Assessment

Results we consistently deliver to our clients.• Reduction in workforce—up to 25%,

• Decrease in average handle time of up to 22%,

• Lessening of training time—e.g. 12 weeks to 8 weeks,

• Advancement in training graduation rate up to 38%,

• Boosting quality scores by 10% to 12%,

• Improvement of forecasting accuracy of 8% to 12%, and

• Implementation of speech-enabled menu design and speech automation—cost savings of $13.1M and $8.8M respectively.

CLIENT CHALLENGE

Our clients are faced with a never-ending challenge: Increase productivity while maintaining or improving customer satisfaction with a reduced budget. We help clients step up to this challenge through better process design, application of best-in-class technology, and enhanced workforce management.

CONTACT CENTER ASSESSMENT

Utilizing specialists in Call/Claim Infrastructure, Technology and Reporting, we identify improvement opportunities by analyzing call data, conducting interviews and focus groups, and comparing results to industry standards. These opportunities and their associated return are prioritized by the client resulting in the Roadmap.

ROADMAPThe Roadmap details well-defined initiatives to improve or transform the client’s contact center operations. Since it is based upon facts gathered during the assessment, return-on-investment is articulated as well as expected operational and customer success metrics—both qualitative and quantitative. Since these programs typically involve multiple initiatives impacting many organizations across the enterprise, the roadmap includes high-level implementation plans and dependencies.


ICD-10 & HIPAA 5010 Compliance Roadmap

VWC’s Perspective on ICD-10 & HIPAA 5010 Compliance: • Yet another system integration issue—not dissimilar to

Y2K,

• True benefits will be realized through business intelligence and process improvements,

• Emphasis must be placed on strategy and planning due to the pervasiveness of diagnosis codes throughout the enterprise,

• Advise the use of a firm to develop the plan and another (or several) to execute—neutrality during planning is key,

• Develop a risk management plan to prepare for several chaotic years, and

• Establish a communication plan to keep all stakeholders aware of ICD-10 readiness.

CLIENT CHALLENGE

Starting Oct. 1, 2013, health care claims will need to be submitted to payers using ICD-10 diagnosis codes. To comply, organizations must first replace the existing standard (4010) with a newer version (5010). This change is needed since many of the categories are too limited to provide meaningful and descriptive diagnosis coding. Since ICD-10 provides greater specificity, it will reveal more about quality of care.

ROADMAP

Our focus is to help health care organizations plan for and leverage this sweeping change.

The first step is to determine the compliance strategy. Each organization has essentially three options:(1) Remediate, (2) Replace, (3) Insulate. Second, we assist our clients in developing an ICD-10 roadmap, which includes an inventory of affected systems and processes, an assessment of internal and vendor readiness, a project plan with timeline and—perhaps most important—a budget for personnel, applications and other technology. Third, we encourage our clients to adopt a risk management plan to prepare for what we foresee as several chaotic years. Fourth, we help clients establish a communication plan to keep all stakeholders aware of its ICD-10 readiness.


ANGELIA BREKKE

[email protected]

For more information, please contact

mailto:[email protected]