Success Stories

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

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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Minimizing Content Management to Maximize Productivity

Minimizing Content Management to Maximize Productivity

The business division of a major national Medical Association provides market, clinical, medical, and community information and research services to the healthcare and insurance industries, and also serves as a source for several health care and facilities-related trade publications and publication websites.  Over a long period of time, our client had either created or procured a number of applications and databases to maintain its data in several different formats.  As a result, content created for the publications/publication websites had to be processed at least twice – once for physical publication, and again for the publication websites, so keeping content in sync was a nearly impossible task.  In addition, the existing applications did not assist the organization in suggesting/upselling content for its own customers.  Supporting this environment was difficult for the business organization because the numerous technologies were not flexible or smart enough to work with and post the data efficiently, not to mention the strain on an already stretched internal IT organization.

Both the association’s staff and the IT organization were frustrated with the multiple databases and systems used which were very high maintenance in contrast to their very low performance.  After several failed attempts to buy or build a new solution or set of solutions, IT and the association’s internal staff recommended buying a vendor solution that could be configured by the vendor as needed by the client, instead of a solution that would require numerous customizations.  Additionally, the current set of applications was hosted internally, and the client wanted to obtain a cloud-based Software-as-a-Service (SaaS) solution in order to minimize its hosting and maintenance expenses and activities.

How We Solved It

Trillium used its Proprietary Vendor/ Software selection process to identify the best content management publishing solution and vendor to meet our client’s needs.  We reviewed both the client’s existing IT infrastructure and systems to identify their go-forward business and technical requirements.  After the selection process, we assisted the client in selecting a SaaS-based system that consolidated its storage and access, providing faster content creation and posting/publishing with a unified customer view.

Results

  • Client had a single application to be used for all data and content publication
  • Client had the ability to consolidate online and print publication processes into a single process.
  • Replaced multiple older, high-maintenance systems with a single high-performance, cost-effective and integrated SaaS solution

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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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Maturing Cyber Security in a Rapidly Expanding Software Space

Maturing Cyber Security in a Rapidly Expanding Software Space

Trillium’s client is a software and analytics company that had a rapidly expanding client base, creating an increased risk profile for data under its control. In addition, existing customers had security concerns about data loss, creating a financial and reputational risk for the client.  Security concerns have also caused lengthened sales cycles for the client.  Several factors contributed to the client’s concerns about cyber security, including a lack of security tooling or data; a soft security roadmap requiring review and remediation; and, existing improvements to security and analytics were neither aligned nor prioritized within the technology landscape.

How We Solved It

Trillium reviewed and assessed the current state of the client’s cyber security processes and technology, and begin a risk reduction plan.  The project baselined the client’s cyber security against industry standards, analyzed tactical risks of the current state, and identified a remediation approach to the security risks.  The risk-reduction program was aligned to the client’s product roadmap.

Results

  • Product improvements aligned with security risk-reduction initiative
  • Risk-remediation reduced risk by 20% in the first 3 months
  • Sales team closed the sale on 2 large accounts by addressing security concerns

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