Success Stories

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

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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Security Certification for an Insurance Payment Integrity Firm

Security Certification for an Insurance Payment Integrity Firm

Trillium’s client is an insurance payment integrity consulting firm.  Due to the client’s expanding customer base and concerns with Health Insurance Portability and Accountability (HIPAA) data concerns, specifically related to protected health information (PHI,) the client wanted to obtain expanded security credentials with the Health Information Trust Alliance (HITRUST.)       

To obtain the HITRUST certification, the client needed to complete numerous activities in a specific time frame related to the Common Security Framework (CSF) created for organizations that create, share, store or access sensitive or regulated health data.  The client had numerous specific requirements that needed to be satisfied within a collapsed time frame.  As the deadline for completion approached, the client determined they needed assistance driving resolution of these action items. 

How We Solved It

Trillium to brought rigor and organization to the issue remediation process.  These requirements were related to physical and cyber security, CSF policies and procedures, and documentary evidence that HITRUST requirements were being met by the client.  We reviewed the open items to determine the level of expertise needed to remediate them.  To that end, we brought in Subject Matter Experts (SMEs) to drive the remediation of the items, while also assisting on activities where multiple actions were required.  Trillium ensured that the issues were resolved on time so that the onsite inspection by HITRUST could be scheduled for final approval.

Results

  • Client’s technical and physical security was enhanced by meeting HITRUST requirements
  • All open issues were resolved on time by creating CSF policies and procedures, documenting PHI security, and providing documentary evidence
  • Client was able to schedule the final site visit to obtain HITRUST certification so they can attract future clients for their services

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Aligning Disaster Recovery Solutions for a Hospital Group

Aligning Disaster Recovery Solutions for a Hospital Group

Trillium’s client is a hospital group that needed assistance with the requirements and selection of a Disaster Recovery (DR) solution.  Because of significant factors relating to medical records, privacy, and security, as well as being cognizant of cost, the client wanted to ensure that they were making the correct choice DR solution.   
   
The client began its search for a DR solution by contacting vendors, and was being presented with numerous disparate and very costly solutions without first understanding the requirements.  In addition, they did not understand business risk factors to make a good choice for a DR path forward.  Other factors that need to be considered were unique emergency medical system requirements, gaps in HIPAA requirements, and technology sprawl due to uncontrolled growth.  The client needed a structured approach to its system selection.

How We Solved It

Trillium brought rigor and organization to the DR selection process.  We used our structured system selection approach to provide clarity and alignment to the selection process.  The process included documenting the client’s current technology to align understanding within the organization; documenting business, technology, security, and product requirements including medical and HIPAA security challenges; and analyzing and scoring potential solutions to determine the best DR approach.

Results

  • A tiered solution was selected, resulting in a cost reduction of 42%
  • Technology sprawl was remediated with a 30% reduction in servers and a 25% reduction in licensing
  • Remediation of critical technology skill gaps in the organization resulted from the DR engagement

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