Success Stories

Our client’s success in meeting their goals is our most important objective.

Giving Users the Power of Automated Provisioning

Giving Users the Power of Automated Provisioning

This for-profit division of a major national Medical Association provides market, clinical, medical, and community information and research services to the healthcare and insurance industries, as well as consumers.  There are numerous health-related websites maintained for use by its members and the public.  Additionally, the client was developing a new online application to replace a paper volume of thousands of data points for its members and eventually for purchase to those outside the association, with a short implementation timeframe.  With a membership of several thousand, including the possibility of numerous users within each member, current provisioning applications and processes became unworkable, and were not robust enough to be used for a large number of users – not to mention that manual provisioning would have involved significant staff additions.  It was determined that the best solution would be a single user provisioning and access control system that could be initially deployed for the new application, and then deployed for the rest of the Association’s applications.

On the technical side, because of the number of new users that would require provisioning, the already over-taxed IT Department simply did not have the capacity to support the functionality needed.  The association’s staff and IT department had their own technical frustrations with their own provisioning system.  Since previous to this endeavor the client was only responsible for provisioning internal users, they had nothing in place to provision thousands of users in a reasonable, cost-effective manner and required an automated system that could address internal as well as self-service provisioning at member organizations. An automated provisioning system would give the client flexibility in its access control, along with giving its members the ability to control provisioning for the members’ own users. 

How We Solved It

Trillium performed a rigorous technical review and requirements analysis prior to leading a fast-track selection process to identify the best provisioning solution for the client’s needs.  The review confirmed that an open-source solution would best serve the client’s needs both from technical and financial standpoints.  Then, the selection process was conducted to identify the best implementation partner for the identified open-source solution.  The partner chosen will have an ongoing client relationship both for provisioning build and as a maintenance partner, working on a fast-track implementation schedule.

Results

  • Client has an open-source application for user provisioning and access control, along with its implementation partner
  • Implementation of a standard provisioning system allowed client to begin to replace older custom provisioning systems and manual processes.
  • Client met the deployment schedule for its new online application with its new provisioning system in place

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Trillium Helps Utility Agency Improve Customer Relations

Trillium Helps Utility Agency Improve Customer Relations

Trillium’s Client is a large public utility company having issues with customer relations.  Specifically, when the client had outages, customers were informed about these outages via a non-secure social media platform.  Process was lacking, and there was no difference in notifications for residential and commercial accounts, despite them having different revenue and volume models.  Also, the client had call center staffing issues due to inadequate training and retirements, and no internal personnel handling customer service applications.  Further taxing the staff was the installation of automated meters throughout the customer base.  Given the regulatory nature of the client’s business, all these issues were causing problems for the client. 

Client management proactively determined they needed to address these issues and develop a new, standard customer relations approach moving forward. 

How We Solved It

Trillium worked with the Client using our proven/structure review process and developed a new customer relations approach, including:

    Creating a current state roadmap of customer relations, including process and staffing gaps
    Generating use cases and requirements for a new customer relations platform using Trillium’s proven Technology Selection process, documenting the specific needs for residential and commercial accounts
    Researching and vetting the best customer relations platforms that met the client’s requirements for current and prospective customers
    Coordinated staffing needs for contact center, including training
    Updating the roadmap with the new customer relations processes
    Deploying a cloud-based customer relations platform that met the client’s needs

 

Results

  • Deployment of a cloud-based customer relations application for the Client’s customers, meeting the needs for both residential and commercial
  • Developed customer service training and staffing processes so staff could be deployed as needed
  • Client was able to contact its customers securely for any communication needs
  • Updatable, documented process maps simplified ongoing process and procedure changes

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Trillium Helps Banking Firm Improve Customer Recognition and Retention

Trillium Helps Banking Firm Improve Customer Recognition and Retention

Trillium’s Client is a large banking firm having issues with customer recognition and retention.  Changes in its client base, especially in the personal banking/wealth management area, caused issues with back-office systems related to collaboration, gaps in repeat business, and identification of new customers.  Technology understanding, integrations, and analytics were unable to meet the client’s needs, while also considering banking regulations. 

Client management determined that they needed to address these issues to develop a new, standard approach moving forward.

How We Solved It

Trillium worked with the Client using our proven/ structured review process and developed a new customer service approach, which included:

    Creating a current state roadmap of customer service, including gaps
    Generating use cases and requirements for a new customer service platform using Trillium’s proven Technology Selection process, including back office integrations
    Researching and vetting the best customer service approach that met the bank’s requirements for current and prospective customers
    Updating the roadmap with the new customer service processes
    Deploying a cloud-based customer service platform that met the client’s needs

 

Results

  • Deployed a cloud-based customer service application for the Client’s customers that also enabled our client to market to prospective custome
  • Reduced paper usage by over 40% in the back office
  • Streamlined and more effective collaboration between personal banking/wealth employees
  • Documented process maps simplified ongoing process and procedure changes

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Trillium Helps Global Law Firm Improve Customer Experience by Changing Service Management Processes

Trillium Helps Global Law Firm Improve Customer Experience by Changing Service Management Processes

Trillium’s client is a global law firm having issues servicing its internal staff.  Rapid growth to 1500+ worldwide offices caused gaps in the organization’s ability to adequately service its employees.  Also, numerous non-integrated back office applications caused double and triple data entry to keep internal systems up to date, causing internal errors and increased cost. In addition, the international nature of the firm presented confusion in processes and procedures, causing potential for customers viewing the firm negatively.

Client management determined that they needed to address these service management issues immediately. 

How We Solved It

Trillium worked with the Client in a structured manner to review and determine a service management approach, which included:

    Creating a current state roadmap of service management including gaps
    Generating use cases and requirements for a new service management platform
    Researching service management platforms that met the firm’s internal requirements
    Identifying a cloud-based service management platform that met the client’s needs foundation
    Updating the roadmap with the new service management processes

 

Results

  • Deployment of a single service management platform globally
  • Financial savings and procedural efficiencies with self-service access and automated task assignment
  • Enhanced internal and external reputation and profile
  • Living process mapping documentation can be used by the client moving forward

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