Case Study


  • Problem
    • Rapid growth in wellness management program services necessitated a restructuring of all aspects of the sales and implementation processes at a very large health benefits company in the United States.
    • What was needed:
      • A standardized sales and implementation process, including definitions, contracts, data elements, and processes steps from sales through deployment, involving over a dozen departments
      • Management visibility to track progress and exceptions
      • Quality, timely implementations
      • Mechanisms for centralized communications, progress tracking methods, and conflict resolution
      • An enterprise systems architecture and transition plan to migrate from existing systems to an appropriate future architecture
  • Approaches
    • Interdepartmental and enterprise process and systems analysis
    • Integrated rapid process and application development
    • Spiral methodology
    • Extensive use of prototyping
  • Solutions
    • Created standardized definitions, processes, and data sets for sales and implementations
    • Created a web-based application supporting sales and implementations
      • Data entry
      • Workflow and tasking
      • Exception management
      • Reporting
    • Created an enterprise architecture diagram, systems development plan, and migration timeline
  • Results
    • Increase in on-time client implementations
    • Increase in implementation quality
    • Increase in inter-departmental communications and collaboration to resolve issues in a timely manner to keep
    • implementations on schedule
    • Increase in management visibility into all aspects of the processes
    • Cost reduction per implementation due to new process and automation efficiencies
    • Cost reduction in client implementations due to less manual labor
    • Increased client satisfaction
    • Increased employee job satisfaction

Case Study Details

  • Why TWHS?
    • Proven industry experience and familiarity with managed care and wellness management/disease state management
    • Rapid business process and application development methodology and technologies
    • Established ability to take paper- and spreadsheet-based processes and integrate them into fully-automated, integrated processes and systems
    • Experience with business-critical timelines where failure is not an option
  • Building flexible and scalable solutions
    • TWHS consultants worked extensively with individuals and cross-department teams to understand objectives and needs. Using a process development approach supported by rapid application development methodologies and software tools, the team created functional prototype workflows and applications, solicited feedback, and iteratively resolved issues before on-time go-live.

Products and Services Used

  • Software:
    • TWHS Rapid Prototype Platform
    • TWHS Kaleidoscope Application Development System
    • TWHS Workflow and Business Process Management System
    • Microsoft® SQL Server