Success Stories

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

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 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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Trillium Helps Healthcare Organization Predict Patient Readmittance

Trillium Helps Healthcare Organization Predict Patient Readmittance

Most healthcare organizations are drowning in data but are challenged to gain reliable, actionable insights from this information.  It is in the form of physician notes, registration forms, discharge summaries, documents and more.  This data is doubling every five years.  Different from machine-ready data, this content lacks structure and is arduous for healthcare enterprises to include in business analysis and therefore is routinely left out. As a result, millions of patient notes and records often sit unavailable in separate clinical data silos. This content contains valuable information, but there’s historically been no easy way to analyze it.  While there’s no silver bullet for preventing all re-admissions, hospitals and health providers can take action to significantly decrease the occurrence.

More than 80% of the client’s data was unstructured. It was in the form of physician notes, registration forms, discharge summaries, echocardiograms, and other medical documents.  The client knew they had to leverage their wealth of unstructured information to discover new, population-specific clinical and operational insights and significantly reduce the occurrence of high cost CHF re-admissions by proactively identifying patients likely for re-admission and introducing early interventions to reduce cost, mortality rates, and improve patient quality of life.

How We Solved It

Trillium managed the data mining, modeling and implementation team that introduced a healthcare industry software offering that combined content analytics and natural language processing technology that helped both the health care providers and payers improve patient care and reduce costs.
Leading the entire project and predictive analytics solution team while working directly with a world leader in natural language processing, Trillium was able to provide a Content and Predictive Analytics solution that allowed the client to extract relevant clinical information from vast amounts of patient data to better analyze the past, understand the present, and predict future outcomes.

Combining natural language technology with predictive analytics allowed the client to identify the root causes of hospital re-admissions, and the ways it could decrease preventable multiple hospital visits.

Results

  • By predicting readmission candidates and introducing mitigating strategies, the client reduced costly and preventable readmissions by 7%
  • Eliminated the need for traditional analysis a resource intensive task and transformed raw information into healthcare insight quickly.
  • Revealed trends, patterns, deviations, and the probability of outcomes. Enabled client to derive insight in minutes versus weeks or months.

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Streamlined Printer Operations Management using Zero-Based Budgeting

Streamlined Printer Operations Management using Zero-Based Budgeting

Trillium’s client is a large international food distribution organization that serves a large portion of the USA.  Numerous brands are distributed under this umbrella company.  While the company has been experiencing significant growth through acquisition in the last several years, it has also undertaken a substantial effort to consolidate numerous technology areas within the organization.  The company wanted to identify and understand all aspects of its print operation to align with a directive to reduce printer volume, consolidate vendors and support, and control expenses through centralizing the purchasing, leasing, and support of its print devices at over 1000 sites nationally. 

However, the client needed to identify its inventory of printers, vendors, and contracts; it had also issued a Request for Proposal for print leases and services that required analysis.  The client was also instituting Zero-Based Budgeting (ZBB) and directed that printer acquisition requests be included in that process.  To execute on that strategy, the client needed a broad skillset including operations and project management to work with the project team.

How We Solved It

An overall project management and operational strategy was conducted to assess the organization’s overall printing environment to reduce printer volume, consolidate operations, and reduce cost. The Client engaged Trillium to review its print technology operation with an eye toward consolidating services soon.  Trillium worked with corporate management and support teams as well as coordinating with numerous departments to jump start the analysis of the landscape.  The client had previously issued a Request for Proposal (RFP) for print leases and attendant services, and required an analysis of those responses.  In addition to analyzing the responses, Trillium validated RFP information and costs, updating them as needed.  Trillium also worked on obtaining specific information on printer sites, including site visits and interviews, to gain comprehensive information on printer counts, contracts, and maintenance costs to begin to renegotiate existing contracts at reduced costs.  Trillium then assisted the client with negotiations for a Master Services Agreement with the finalist vendor and attendant Statement(s) of Work.  ZBB procedures were used for acquisition of new printers.

Results

  • Impact of the current print environment compared to the future environment will realize significant financial saving
  • New standard acquisition processes including ZBB will give the client more control and visibility over its print environment.
  • New processes will be extended to the client’s international operations.

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