Lombardi Customer Matrix - Confidential

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30 Ιουλ 2012 (πριν από 4 χρόνια και 10 μήνες)

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Customer Stories and Patterns

in a Matrix View

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Matrix

Lombardi Customer Use Cases

Across Verticals & Patterns

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Use

Cases

Workflow

Exception

Visibility

App Dev

Program

Blueprint

Energy

Handling
Product

Launch
Complexity

Automatic

Inventory
Notification

Improving

Account

Processing Time

Modernizing
Legacy

Apps

Complying

with
Regulations

Get

Us A
Customer!!!

Federal

Fed.

Compliance
Through

System
Integration

Classified

Classified

Managing
External
Applications

Classified

Mapping

Simple
to Complex
Processes

Financial

Reducing Cycle
Time with
Automation

Decreasing
Process

Complexity

Improving
Lending

Process

Building Apps
50% Faster with
BPM

Deploying

Multiple
Processes

Worldwide

Units
Collaborate

Healthcare

Streamlining

New Hire

On
-
Boarding

Tracking

Variables to Find
Problems

Improving
Performance
Measurements

Upgrading
Grants
Processing

Managing
Patient
Cases
and Enrollment

Collaborating
with Vendors

Industrial

Streamlining

Supply Chain
Transactions

Managing
Changes
Effectively

Minimizing

Distressed
Shipments

Increasing

Engineering
Productivity

Furthering

BPM
Investment

Standardizing
Process

Improvement

Insurance

Routing
Requests
Automatically

Tracking

and
Managing
Exceptions

Gaining


Real
-
Time
Control

Synchronizing
HR Activities

Problem Solving
via Repeatable
Approach

Sharing Best
Practices

Across
Enterprise

Retail

Managing
Extensive HR
Processes

Replenishing

Variable
Inventory

Accurately
Forecasting
Promotions

Streamlining

Order
-
to
-
Cash
Process

Deploying
Various
Processes

Re
-
Engineering

an Entire
Business

Services

Managing a
Sales Process

Improving Hotel

Inventory
Management

Coordinating

Teams for Billing
Adjustments

Developing

Standardized
Processes

Improving
Business Apps
with BPM

Creating Apps
from Process
Discovery

Confidential

Customer Use Cases: Energy

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Energy Management Co.

Implements a Country Launch Dashboard



Product Launch Process deployed with visibility across 130 countries



Business Departments effectively inform and receive feedback from countries



Easily able to highlight disagreements and capitalize on the launch experience

Challenges

Results

This European based company has been a Lombardi customer since Q2 of 2007.


This customer is the global specialist in energy management with over a 100,000 employees in
more than 100 countries.


Incoherent Processes.
The approval, localization and product launch processes across
many countries for their products were not standardized.


Delayed Product Launches.

They introduce thousands of products each year; at times
there was 8 months of latency in the launch process per product.


Ineffective Collaboration.
Business Departments and Countries did not have
opportunities for discussion to finalize commitments needed to launch products.

Workflow

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Energy Provider Decreases

Shipping Costs with Automatic Notifications


Preventing Operation Shutdowns.
If the correct drill
-
bit is not available, drilling is put
on hold which results in loss of productivity and is very expensive.


High Cost.

Transportation cost is very expensive for helicopters to bring over material.


Lack of Visibility.
Did not know when materials were needed.



Application catches exceptions and automatically notifies when material is needed



Savings 10’s of thousands of dollars in transportation costs



Achieved greater visibility into supply of materials

Challenges

Results

This US based customer has been a Lombardi customer since Q2 of 2006.


This energy company provides natural gas and related energy products in a safe, efficient, and
dependable manner. They own North America’s largest interstate natural gas pipeline system


approximately 42,000 miles


transporting more than a quarter of the natural gas consumed in
the country each day.

Exception

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Regional Energy Co. Implements
a Low Income Pilot Program


High Call Volume.
Agencies were constantly contacting the call center to get information.


Slow Processing Time.
There were a lot of customers who were waiting to be enrolled.


Accountability Issues.
Agencies were not liable for entries in the system that contained
promises made to customers.



Completed analysis phase to deployment of first iteration in 90 days



Call volumes from LIP agencies decreased from 80% to 50%



500 customers were enrolled after v1 deployment due to faster processing time

Challenges

Results

This US based company has been a Lombardi customer since Q3 of 2008.


At each playback, the business led the entire script


with multiple players in different roles and
told a story with only clarification input from the Lombardi team.

Visibility

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Leading Wind Farm Generator
Modernizes Existing Legacy Processes



Eliminated errors due to work done on the wrong data through automation



Gained visibility of project status and goals upstream/downstream



Able to make fast changes to applications without altering underlying systems

Challenges

Results

This US based company a Lombardi customer since Q3 of 2009 and has already seen returns
on their investment!


This customer finds, builds and manages wind farms in the US. They are also dedicated to
clean energy.


Scalability Issues.
Company is ramping up production and sites with a “green energy”
focus. Their processes were really designed for a small, high
-
touch number of sites.


Manual Mistakes.

Highly manual processes resulted in lost information.


Disorganized.
Many different systems and lots of people in multiple groups.


Stale Information.
Old data and incorrect justification led to fatal flaws and lost research.


App Dev

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Energy Transmission Organization
Fulfills Process Driven Compliance



Modeled 186 NERC processes for compliance in 4 months



Transitioned 4 of the 186 modeled processes into executable applications



First ISO fully compliant energy company


Challenges

Results

This US based
not
-
for
-
profit company has been a Lombardi customer since Q4 of 2008.


This customer is a charged with operating the high
-
voltage transmission system and maintaining
the reliable, efficient flow of electricity across 15 US states and a Canadian province. Utilities
with more than 100,000 miles of transmission lines covering 1.1 million square miles have
committed to participate in their program.



Compliance.
Had a hard time complying with NERC driven compliance order.



Scalability.
Needed to increase headcount to comply to with auditing regulations of NERC.



Violations.
Manual uncontrolled processes violate NERC standards.

Program

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Confidential

Customer Use Cases: Federal

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Federal Agency Complies with

Homeland Security Presidential Directive
-

12



Fulfilled requirements of first stages of compliance



Gained visibility into a secure process



Integrated multiple existing enterprise directories accurately



Implementation serves 1,500+ core users and 40,000+ total users

Challenges

Results

This US
government agency has been a Lombardi customer since Q3 of 2007.


“Bridging the divide between IT and the business side was the key to the success of the HSPD
-
12 initiative. Users drove the requirements, IT suggested process improvements.”

Lombardi Partner


National Security.
In the wake of 9/11/01, HSPD
-
12 was ordered to ensure the safety of
the nation’s people, facilities and databases.

Smart cards containing credentials are to be
issued to all federal employees to guarantee that access to buildings and networked
computers are properly granted.


Complying.
Agency needed to meet the requirements and deadlines of this directive
efficiently.


Multiple System Integration.
There are multiple existing enterprise directories which
contain confidential personnel data that needs to be integrated without discrepancies.

Workflow

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Financial Regulator Effectively
Builds Process Applications



External companies can manage and easily add their own applications



Improved visibility into their process



Connected public and private processes while assuring data protection

Challenges

Results

This European based
company has been a Lombardi customer since Q4 of 2006.


This customer is an independent body that

was set up by the UK government.

It regulates most
financial services markets, exchanges and firms in the UK.



App Dev



Application Chaos.

Experienced difficulty handling external applications.



Turnaround.
Slow turn
-
around rates on requests.



Visibility.
Lack visibility into processes and their performance.


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Federal Agency Increases

Process Transparency With Documentation

Huge Travel Savings.


Used to fly business analysts around 4 times per quarter for Kaizen
mapping sessions.


Reduced to only 1 time per quarter

Challenges

Results

This US
federal agency has been a Lombardi customer since Q3 of 2008.


Collaboration.
Wanted to document and provide standard process across 8 regional
offices


Variable Complexity.
Needed an easy way to map out simple processes from travel
requests to complex ones such as setup of new infrastructure.

Blueprint

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Confidential

Customer Use Cases: Financial

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Global Financial Services Co.

Reduces Cycle Times with Automation



Existing customers can open accounts in 7 days instead of 21 days



Reduction in errors due to fewer handoffs



Elimination of redundant data entry


Challenges

Results

This US based
company has been a Lombardi customer since Q4 of 2008.


This project was delivered without significant involvement from Lombardi or third party
resources. After some informal mentoring during the sales cycle, the customer’s technical team
attended our basic training classes and jumped right into development. This is highly unusual for
such a complex and visible project.

Workflow


Lengthy Cycle Time.
Opening accounts for both new and existing customers took
too long and the costs were high.


Error prone.
Manually transferring information between the customer, front office
administration and account relationship manager led to errors in the data.


Swivel Chair Integrations.

Unconsolidated user interfaces required the use of a
complex web of systems to process new accounts.

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Leading Private Investment

Bank Decreases Risk in Processes


Disparate Systems and Teams.
The process involved 5 applications and 3 teams.


Manual Exception Handling and Rework.

Up to 30% of the deals each day suffered
from data entry errors that required manual intervention and correction at various points.


Lack of End
-
to
-
End Visibility.
The ever
-
increasing regulations of financial services
requires tremendous visibility. Each point application had different levels of auditing and
there was no assessment of the ‘white space’ between applications.



Process efficiency improved by 60%



Complexity reduced by 30% after integrating applications



Eliminated unsupported workarounds to legacy systems

Challenges

Results

This European based company has been a Lombardi customer since Q4 of 2006.


This customer is a leading private investment bank, offering a wide range of financial services to
private clients, corporations, and charitable organizations primarily in the UK.


“Our pilot was a great way to demonstrate BPM to the business


we have been inundated with
requests for new projects.”


Exception

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Mortgage Bank Improves

Lending Process of Loan Applications



Increased customer satisfaction rate from 85% to 92%.



Improved team productivity and performance by reducing training time.



Initial deployment in less than 90 days.

Challenges

Results

This US based company has been a Lombardi customer since Q3 of 2003.


“Teamworks’ process monitoring and reporting capabilities provide us with more control over our
end
-
to
-
end loan application process, which helps improve efficiency, and respond more quickly
and accurately to customer requests


both critical elements for remaining competitive in this
industry.”

Chris Burckhardt, CIO


Corporate Initiative to Grow 300% Over an 18 month Period.
This plan focused on
enhancing customer service to achieve growth.


No Single View of the Loan.
Three separate Loan Origination Systems resulted in a
lack of visibility into the end
-
to
-
end loan process.


Lengthy Cycle Times.
There was a demand to decrease the closing
-
to
-
cash cycle time.

Visibility

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Foreign Currency Exchanger

Delivers Projects 50% Faster With BPM


ERP Platform Limitations.
It was time consuming and costly to make changes to
existing systems to support unconventional business requirement

requests
.


Lack of Business Alignment.
Traditional application development did not support
quick iterative development that incorporated business engagement.


Complex Tools Required.
The multiple tools required to solve business process
challenges resulted in integration complexity.



Able to gather business requirements in a much more collaborative way



Gained valuable feedback during development, instead of after completing 80%



Engaged the business to take ownership of their business process applications

Challenges

Results

This US based company has been a Lombardi customer since Q3 of 2008.


“We saw BPM as an alternative application development tool to help us design and streamline
processes for the business


only better, faster and in a more cost effective way.”

Vincent
Yue
, CIO

App Dev

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Financial Division


Centralized Disposition Team Monitoring: Process around closing out applications


Database Access Request Ticket : Access to System


Dealer Setup: Process to setup new Retail Sales Finance Dealers/Merchants for financing


Fraud Tracking: Process to manage potential fraud activity for research


Dollars Due: Process to collect dollars due from Retail Sales Finance Dealer/Merchants due to returned
merchandise.


Dealer Maintenance


JCL : Process to manage work requests for Technology JCL team


Trailblazer: Process for web development team to manage code deployment lifecycle


Leasing: Process to track deals through the process of application to booking/funding


Request Hub: Process to manage requests received by the business


Productivity Timer: Process to track time spent on a given task (collections, fulfillment, etc)


Mortgage Division


CORE (Origination)


LOS for everything from Application to Fulfillment for FHA and conventional Mortgages


Home Equity Division


Subordination: Process consolidates Lien Modifications for HE Customer Management/Lending Solutions for
better assessment, fulfillment and cross sell


Coast to Coast Workflow Process automation of low level tasks for East to West for Fulfillment


Lendscape Process: Boarding Services project


Corporate Trust Service Division


Bond Process


automate end to end bond process from interest received to allocation

Dynamic Human Centric

Financial Shared Services Processes

Program

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Major International Financial

Services Co. Collaborates on Processes



Easily documented their business processes



Able to create technical documentation for mapped processes



Repository is accessible to teams in Tampa, Manila and Costa Rica

Challenges

Results

This US based
company has been a Lombardi customer since Q3 of 2009.


This customer has the world’s largest financial services network, spanning 140 countries with
approximately 16,000 offices worldwide.


Unmanaged Processes.
Was looking for a simplistic business management tool that is
very easy to use.


Process Mapping.
Needed to create map financial processes.


Disparate Teams.
Accessibility required by different regions.

Blueprint

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Confidential

Customer Use Cases: Healthcare

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Leading Hospital Streamlines
New Hire On
-
Boarding Process


Error
-
prone.
Hire form printouts usually contained errors and handwritten corrections
were often misinterpreted or overlooked.


Time Consuming.

The file would get lost across the 5 campuses and was often faxed
back and forth redundantly. Over 25 hours were spent completing, sorting and correcting
data. With a hire rate of over 30 employees a week this method was ineffective.


Poor Visibility.
No one knew how many people would be at orientation sessions. At
times people were missing, given the wrong dates or didn’t have pre
-
requisites
completed.



21,000 employee hours saved in first year



200% reduction in processing time for new employees



Teamworks solution implemented within 90 days and became an immediate success

Challenges

Results

This US based
hopsital

became a Lombardi customer in Q4 of 2003. This hospital is the leading
provider of healthcare services in the area with more than 5.800 employees, 2,500 volunteers
and 830 physicians on staff spread over 5 campuses.


“Prior to deploying Teamworks, our processes were tedious, slow and costly. We’ve experienced
dramatic increases in efficiency.”

Jeff Ward

Workflow

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Pharmaceutical Research Co.

Tracks Variables to Find Complexities



Reduced delays when generating reports



Increased flexibility to track problems in the process and reinitiate without losing data



Easily track requests in the system through improved visibility into processes

Challenges

Results

This US based company became a Lombardi customer in Q3 of 2008.


“Per our feedback from users, they felt that the tool has very good reporting and process
modeling capabilities.”

Narendran

Manickam
, Senior Consultant at a Lombardi Partner


Wasted Time
.
Manually fulfilling requests for internal operation reports was time
consuming.


Lack of Metrics.
Unable to track complex variables for required monthly status updates.


No Visibility.
Requests are not tracked and details are not archived.

Exception

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Hospital System Improves

Performance Measurements



Uncovered missing revenue and exceeded the government’s target goal



Recovered an additional £3 million in referrals from health authorities



Increased visibility into process performance and areas that needed improvement

Challenges

Results

This European based
hospital became a Lombardi customer in Q3 of 2007.


A couple of months after full implementation across the hospital system, the team was confident
about the success of the project


the technology is proactively driving performance, and the
executive team is very enthusiastic about the possibilities associated with broader rollout of the
technology and the BPM approach.


Performance Measurement.
Due to the highly manual process hospital was
unable to measure all segments of their overall end
-
to
-
end patient care process.


Managing Referrals.
Referrals came from other hospitals and arrangements with
over 300 distinct authorities, creating a complicated referral process.


Existing Systems.
Existing legacy systems and applications needed to be
integrated with a BPM approach.

Visibility

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Medical University Upgrades

Research Grant Processing



Reduced processing time from 4 days to under 40 seconds



65% of transactions no longer require human intervention



Decreased the error rate of allocation requests from 85
-
90% to 2
-
3%

Challenges

Results

This US based institution of high learning has been a Lombardi customer since Q3 of 2006.


“I wish we had done this years ago. The results we are achieving with BPM have been a huge
win for us.”

Stuart
Mixon
, COO


Request Overload.
Issues handling the 6 to 8K USD grant fund distribution requests.


Manual Process Errors.
85
-
90% of allocations required rework.



Integration.
Disconnect between front and back office systems caused problems with
communication.

App Dev

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Pharmacy Manages Clinical
Cases and Patient Enrollment



Enhanced patient experience and improved clinical outcome



Projected reduction of operational costs



Increased asset leverage through collaboration




Challenges

Results

This US based
fully integrated pharmacy health care company has been a Lombardi customer
since Q2 of 2009.


The OCM group took the initial playback "on the road." They presented a demonstration to our
stores across the country. The branch manager was "ecstatic" after the demo. His comments
included: THIS HAS LOGIC! When can we get it? Anything we can do to decrease variability and
increased efficiency is great!


Unmanaged Rules.
Needed a rules engine to support the management of business
requirements within the processes.


Going Beyond the Expected.
They have a goal to exceed patient enrollment and clinical
case management requirements.


Complex Claims
.
Difficulty handling claims between the payer, third party processer and
provider.


Program

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Health Care Provider

Collaborates with Vendors in a New Way


Healthcare provider subscribes as Authors and supplies vendors with
Participant seats


Able to discuss HL7 workflow proposals and negotiate changes on the fly


Swimlanes ensure the right task is done by the right person at the right time

Challenges

Results

This US based
regional health consortium has been a Lombardi customer since Q2 of 2009.


“Blueprint is the first place I go when I want to document or analyze a process.”

Peter Apathy, Systems Transformation Project Manager


Communication.
After implementing an Electronic Medical Record system this company
needed a way to communicate better with its vendors in order to agree on processes.


Lack of Standardization.
Every vendor manages the HL7 messaging protocol
differently.


Complex Processes.
Since each vendor had different requirements, they needed an
effective way to collaborate on processes that were constantly changing.

Blueprint

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Confidential

Customer Use Cases: Industrial

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US Toymaker Streamlines

Supply Chain Transactions



Tracking the supply chain from order
-
to
-
shipment reduced customer delays



100% increase in transaction volume without adding additional resources



80% of vendor inquiries flow without human interaction


Challenges

Results

This US based
toymaker became one of Lombardi’s first customers in 2001.


“Many suppliers and logistics providers now manage all their interactions through the Internet,
which has improved fulfillment cycles, cut costs, and improved service. SAP was utilized as a
transactional engine
-

we needed to be able to manage the business process that surrounds the
transaction.”

David Adams, Business Integration Manager, Pawtucket, RI.


Processing Inefficiency.
Difficulty coordinating procurement, customer
requirements and logistics for getting products to the US.


Multiple Systems of Record.
Difficulty managing the trail of paperwork.


Time Consuming Vendor Inquiries.
The process of flagging exceptions such as
delivery days required significant time and resources.

Workflow

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Lift Truck Manufacturer

Manages Change Effectively


Infeasible to Make Changes.
Minor modifications to existing products resulted in
significant costs for both new and stockroom inventory.


Lacking Accountability.
Missed signatures and lack of traceability allowed
defective design changes to get into production line, ending up with recall actions.


Multiple and Manual Handoffs.
Excel spreadsheets were used to track
engineering sign
-
off signatures.



Engineering Change Notices accurately routed to many groups in the organization


Increased productivity


engineers are able to spend more time engineering and
less time interacting with their legacy systems



Version 1 of ECN Teamworks Process deployed within 15 days

Challenges

Results

This US based
Lift Truck Manufacturer and designer became a Lombardi customer in Q4 of
2007.


Since they needed to prove business value quickly, the IT and business teams agreed on an
aggressive schedule, completing the project in 2 weeks rather than the more
-
typical 2 months.


"My team was tremendously stretched, but we managed to pull through and maintained a very
positive attitude to support the business.”

Gidu

Sriram
, IT Director

Exception

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Top Supplier of PCs

Minimizes Distressed Shipments



Enabled collaboration between the customer, call center and shipper.



Percentage of shipments rescued improved from below 5% to nearly 70%



Savings of $2M per quarter


Challenges

Results

This US based
company became Lombardi’s first customer in 2001.


This Fortune 500 Company is one of the world’s top suppliers of PCs. They ship about 140,000
systems per day on average and have nearly 2 billion interactions with customers every year.


Increased Production Costs and High Inventory Levels.
Shipments deemed
undeliverable were returned.


Unmanaged Process.

Real
-
time shipment status was unavailable or out
-
of
-
date,
limiting control of the situation.


Lack of Monitoring.

No up
-
to
-
date reports that show how the processes were
being executed.

Visibility

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Motor Company Increases

Engineering Productivity



Cut “engineering” time of designers on car systems by 20% in one year



Enhanced productivity through standardized process across vehicle lines



60% reuse across first two projects

Challenges

Results

This US based
company is one of the worlds largest manufacturers of cars and trucks. They
became became a Lombardi customer in Q4 of 2006.


“BPM provides a layer of process to optimize the interaction between people, process and
information”


David Knapp, Director of Business Process Management


Unproductive Work.
High
-
value engineering employees spent 70% of their time
doing administrative tasks and not engineering activities.


Process Inefficiencies.
Too many "workarounds" led to duplication of work and
slowing down the process.


SLA Violations.

Confusion, inflexibility, and lack of data in their process steps
caused deadlines to be missed.

App Dev

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US Toymaker Furthers

Their BPM Investment



Completely replace a paper and fax based supply chain process



Ability to absorb a vast increase in workload with no increase in staffing



Adoption of common business processes across all their suppliers and internal units




Challenges

Results

This US based
toymaker became one of Lombardi’s first customers in 2001.


This company is a worldwide leader in children's and family leisure time products and services
with a rich portfolio of brands and entertainment properties that provides some of the highest
quality and most recognizable play and recreational experiences in the world.


Collaboration.
Needed to promote business partner collaboration with our
suppliers, carriers, vessel lines, customers, etc. in a web based environment.


High Operational Costs.
The processes were predominately manual and paper
based at a certain location.


Lacked Agility.

Wanted to develop an environment that can be quickly adjusted to
meet their business needs.


Program

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IT Security Management Co.

Standardizes Process Improvement



Cut the time to pay employee expense reports from 3
-
5 weeks to 2
-
3 days



Made the process of integrating acquisitions smoother



Improved efficiency with real time collaboration and visibility in processes

Challenges

Results

This US based
company has been a Lombardi customer since Q2 of 2006 and uses both
Blueprint and Teamworks.


”Blueprint ended up becoming the core catalyst of being able to bring together individuals and
help them to visualize what they are trying to improve upon for our customers and partners.”

Devin Rickard, Senior Director of Process Improvement


Departmental Disconnection.
Each business unit was disengaged from the others in
the company.


Standardization.
Lacked the standards and platform for sharing process knowledge.


Unmanaged Processes.
Needed a real
-
time repository for all the latest process
diagrams.

Blueprint

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Confidential

Customer Use Cases: Insurance

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Insurance Expert

Automatically Routes Requests



Increased efficiency with automatically routed service requests



Gained transparency of operations while reducing the cycle time



First iteration went live with 400 end users and expectations to triple in 90 days


Challenges

Results

This US based company has been a Lombardi customer since Q4 of 2007


“This approach ensures ROI realization at each step, thus enabling IT to closely align with
business. This ensures that IT and Business see each other’s perspective and work in a
synchronized manner.”

Vikram

Duvvoori
, Senior Vice President

Workflow


Agent Request Issues.
Experienced pains with tracking and servicing requests
from agents.


Difficulty Updating Agents.
Had problems providing requested status updates to
agents on the from operations.


Unmanaged Work.
Manual work was leading to less control over processes.

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Mutual Insurance Co. Increases

Product Management Responsiveness


Lack of tracking.
No way to track the number of times exceptions were made to guidelines
or rules. It was unknown how often they accepted business that was considered ineligible.


Delayed Results.

It could be 2
-
3 years before adverse results were seen and it could take
3 years to remedy the problem.


Unreliable Review Process.
Managers reviewed a certain number of new business files
every month but there was no consistent way to get the information.



Discovered that real
-
time exception notifications exceeded eligibility threshold



Able to track all exceptions and explanations



Standardized real
-
time view of exceptions across business classification & risk state

Challenges

Results

This US based
mutual insurance company has been a Lombardi customer since Q3 of 2007.


“This is the biggest benefit to Commercial Lines in general; that we can now see exceptions and
are better able to manage the profitability of our book. We can now catch things very early, do
what we need to do, and monitor our progress which is a huge benefit.”

Commercial Lines Product Manager

Exception

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Leading Supplemental Insurance
Provider Automates Invoice Disputes



Reduce Manual Work by 80%



Increased Quality of Customer Service



Deployed first version in 90 Days

Challenges

Results

This US based
insurance company has been a Lombardi customer since Q2 of 2008.


“Since OCR always produces exceptions, Lombardi choreographed getting the exceptions to a
human to reconcile and moving the results back into the digital processing stream.”


David Turner, V.P. Advanced Technology


Time Consuming, Manual Routing.
150,000 invoice disputes per month required
human intervention at any given moment.


Research Inefficiencies.
Research specialists gathered information from many
different legacy systems to determine whether the dispute was justified.


Lack of Real

Time Control.
Had little to no capabilities to prioritize work and
automatically track deadlines and generate escalations.

Visibility

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Top Insurance Provider in

the UK Synchronizes HR Activities



Expected annualized savings of $195M



Decreased time to productivity for new employees with an improved experience



Improved asset tracking thus reducing the cost to redistribute equipment


Challenges

Results

This European based
leading insurance company has been a Lombardi customer since Q1 of
2009.


This insurance company selected Lombardi for a full
-
scale global BPM platform, and have just
completed their first pilot of the Teamworks product to manage their HR employee "Leavers,
Movers and Joiners" process. They had already had implemented Teamworks in one of the
business units to manage the account, the success of which elevated us to this parent company
opportunity.


Lacking Automation.
Suffered from many manual processes such as emailing
forms.


FSA Audit Pressures.

Needed to control access to sensitive data in order to meet
FSA requirements.


Inefficiency.
Wasted time redistributing IT equipment (laptops, phones, etc).

App Dev

(Leavers, Movers, Joiners)

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International Insurer Alleviates

Business Pains with a Repeatable Approach



Now Leveraging best practices and “know
-
how” across teams



Reduction in resources and time to deliver process specific applications



Gained value by effectively managing processes that keep the business running



7 processes deployed in first year

Challenges

Results

This European based
insurance company has been a Lombardi customer since
Q2 2005.



“We needed a BPM platform to meet the demands of our enterprise process improvement
activities as well as have the capability to scale as we continue to grow.”

Tom Bauer, Vice President of Application Services IT


Inability to Scale.
Lacked the ability to scale efficiently as projects increased in
premiums and employees.


Lack of Common Process.
Unable to rationalize hundreds of systems through a
common process.


No Visibility.
Needed a transparent view of the end
-
to
-
end processes in order to
look for areas of process improvement.

Program

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Matrix

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Worldwide Insurance Co. Shares

Best Practices to Improve Efficiency



Increased quality and efficiency of operational processes group
-
wide



Saved several million Euro in the first year, 50% higher than expected



Decreased both internal and external costs through process discovery

Challenges

Results

This European based
insurance company offers travelers insurance and has been a Lombardi
customer since
Q1 of 2008.


”Blueprint is well
-
suited to ‘practical people’ who are focused on solving business problems.”

Michael van den Brandt, Director Group Operations


Standardization.
Unable to share and collaborate processes across their 28 global
business units since there was no standard way of operating.


Sharing Knowledge.
Lacked a platform for sharing process knowledge and best
practices.


Process Repository.
Needed access to an up
-
to
-
date repository for all process
diagrams.

Blueprint

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Customer Use Cases: Retail

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Organic Grocer Upgrades

Extensive HR Processes



Reduced time spent managing the process by 90%



Accelerated the completion of requests by over 400%



Deployed to 500 users in 90 days

Challenges

Results

This US based

customer has been a Lombardi customer since Q3 of 2004.


This customer is the world’s leading organic grocer. They concluded that BPM could be
implemented faster and cheaper for their diverse process management requirements than any
other alternative
-
including Oracle.


Rapid Growth.
Unable to keep pace with the hiring needs of their rapid growth.


High Response Time.
Unable to ensure consistent and timely response to HR events.


Automatic Task Generation.
Needed to automatically route requests that required
approval to the appropriate manager.

Workflow

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Home Improvement Chain

Effectively Replenishes Inventory



Application sits over top of several existing systems to catch exceptions



Supply chain team can now easily focus on the most important items to replenish



Ensures that the right product is on the right shelf at the right time


Challenges

Results

This US based
company has been a Lombardi customer since Q1 of 2009.


This customer is a large retailer in the US specializing in home improvement. They also have a
very successful services business for the installation of its many products.


Error Prone.
A manual process was in place to determine when to accurately
replenish products.


High Volume.
There are 100,000+ possible SKU combinations that exist. Data
was very hard to sift through.


Complex Variability.

Seasonal and regional variants exist when restocking
shelves, which made it hard to combine orders.

Exception

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Matrix

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Fragrance Distributor Delivers

On
-
Time & Accurate Promotional Forecasts



Forecasts automatically consolidated in time to launch manufacturing



Product availability and bottom line improved



Sales team now receives accurate forecasts on time


Challenges

Results

This European based
company has been a Lombardi customer since Q3 of 2008.


This customer is the world's largest fragrance company


distributing in more than 90 countries
-

and is a recognized leader in global beauty with annual net sales of $3.5 billion and an unrivaled
universal portfolio of more than 35 designers, celebrity and lifestyle brands .


Poor Data Consolidation.
Relied heavily on Excel spreadsheets and e
-
mails that
were scattered across the many regions and countries of the organization
.


Manual and Inaccurate Forecasts.
Had difficulty gathering, merging and
distributing forecasts to hundreds of users worldwide.


Inaccurately Managed Inventory.

The right amount of inventory was not available
at the right time. There was either a shortage or excess which hurt their bottom line
as well as resulted in unhappy customers.

Visibility

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Matrix

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Promotional Branding Co.

Streamlines Order
-
to
-
Cash Process



Training time reduced from a few weeks to just 2 days



Order
-
to
-
Cash cycle time reduced from 60 days to 27 days



Now capable of handling 10x their previous volume

Challenges

Results

This US based
company has been a Lombardi customer since Q1 of 2007. This customer
specializes in promotional branding.


“…rapid growth despite the recent economic conditions is validation that the promotional
products industry is ready for innovation. This investment demonstrates our confidence that their
technology platform will enable them to rapidly scale their business.“

Thomas Ball, Partner Austin Ventures


Training Required Weeks.
Only industry experts could be hired because they
required extensive training on the process which was costly.


Lengthy Cycle Times.
Once a customer placed an order it took 60 days to process
and ship.


High Volume of Orders and Multiple Processing Systems.

Boundless Network
received 100+ orders per day and had 3000+ active orders at any given time. These
needed to all be maintained across Salesforce.com and their sales support teams.

App Dev

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Retail Giant

Deploys a BPM Program


Manual Process.
Needed to streamline a previously paper
-
based Accounts Payable
process.


Time Consuming.

The time involved in creation and maintenance of items sold was high.


Unmanaged Processes.
The filing and processing of insurance claims was not optimal.


Unleveraged Processes.
There was no easy way to leverage best practices across the IT
and Analyst teams.




Single development environment leverages process knowledge across teams


Continually improving processes quickly gives Business Analysts visibility into
process performance


Quickly on
-
boarded users

Challenges

Results

This US based company became a Lombardi customer in Q4 of 2007 and are currently working
on implementing over 10 unique processes.


This company is one of the largest company in the world, serving
customers and members more
than 200 million times per week at more than 8,416 retail units under 53 different banners in 15
countries.

Program

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Matrix

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Specialty Food Store

Re
-
Engineers Their Entire Business


Enabled 150 users to work remotely and collaborate over large distances


Drastically reduced process duplication, inaccurate data and usage of
older IT platforms


Streamlined all of its business processes, from distribution and logistics
to support and services

Challenges

Results

This US based
company has been a Lombardi customer since Q1 of 2008.


”Blueprint has allowed the business to consciously move away from the traditional hierarchical
view of management, with the corporate team and chief executive officer at the top, to a
structure which is much more horizontal.”

Steve Burge, IT Director


Inefficient Collaboration.
Their paper
-
based business intelligence system
consisted of passing spreadsheets, word documents and napkins back and forth.


Standardization.
Unable to indentify and document the firm’s business processes
so they could be re
-
architected in a standard format.



Legacy IT Systems.
Lacked proper IT systems and infrastructure.


Blueprint

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Matrix

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Customer Use Cases: Services

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Leading Nordic Telecom Co.

Adopts Sales Funnel Management



Reduction of quote
-
to
-
cash cycle time by 10 days



Significantly reduced time spent by sales team on post
-
sales phases



Full visibility into the sales process with reporting at all levels


Challenges

Results

This European based
telecommunications company has been a Lombardi customer since Q2 of
2008.


“We see this as an opportunity to increase significantly the quality of service and valuable time
spent with customers. Therefore BPM is a critical initiative within Business Services Finland, and
we needed to find a partner we could trust throughout our BPM journey.”

Batu Karasar, Sr. VP of Business Services Finland


Unmanaged Sales Process.
Decision was made to move from account
management (focusing on outcomes) which provides too little information too late.


Manually Intensive.
Increased costs due to employee mistakes and frustration.


High Process Variability.

There was no standard process or system and the sales
team often used personal networks to complete their work.

Workflow

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Matrix

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Online Travel Agency

Manages Hotel Inventory



50% process improvement in hotel on
-
boarding with validations



Faster and more accurate processes due to automation



Improved efficiency, accountability and readiness for audits

Challenges

Results

This US based
online travel giant has been a Lombardi customer since Q2 of 2008.


This leading global online travel company uses innovative technology (such as Teamworks!) to
enable leisure and business travelers to research, plan and book a broad range of travel
products.


Change Management.
Managers experienced difficulty adding new properties to
the system since there numerous validations that needed to occur.


Data Migration.
Lacked the ability to migrate existing hotel properties from their
legacy system to their extranet.


Enhance Inventory.
Needed to enhance the inventory management capabilities in
the their extranet.

Exception

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Matrix

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US Wireless Carrier Brings
Efficiency to Billing Adjustments


Prolonged Process.
The adjustments took too long to calculate, required many manual
tasks and handoffs that were inconsistent.


No Visibility.

It was difficult to coordinate work across different teams and legacy systems.


Lack of Agility.

Underlying systems couldn’t change fast enough to keep up with new
product offerings. Modifying them would be too costly to accommodate the required
research and resolution functionality.



Reduced resolution time from 12 to 2 days



Project payback achieved in first 6 months by saving millions of dollars



Immediately increased call
-
center productivity by 9%, improving customer service

Challenges

Results

This US based
telecommunications company has been a Lombardi customer since Q2 of 2003.


This global integrated communications provider serves more than 26 million customers in over
100 countries. Handling customer billing disputes and adjustments for consumers and
corporations was becoming operationally challenging and noticeably impacting revenue.

Visibility

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Relocation Provider Develops
Applications to Optimize Processes


Improved productivity through streamlined, consistent processes


Increased visibility with access to real
-
time status of clients


Reduced the cost to on
-
board new employees with improved training.
New hires no longer have to “figure out” the process

Challenges

Results

This US based
relocation services provider has been a Lombardi customer since Q3 of 2006.


”Teamworks enabled us to improve productivity and agility. It’s definitely easier to make changes
using Teamworks, and that helps us be a more productive and lean organization, and also
improves our ability to meet the needs of the business”


Eri
c Keller, CIO


Variation in Process.
There was significant variation in process due to various
acquisitions. They needed metrics to measure the effectiveness of processes.


Lacking Visibility.
Unable to provide the necessary customer service since they
lacked visibility around processes.


Process Inefficiency.
Manual work and legacy technology resulted in disorganized
processes.


App Dev

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Matrix

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Leading On
-
line Ticket Marketplace
Improves Business Applications



Process improvement of more than 20
-
30% from an already efficient process



Increased functionality in existing systems



Improved efficiency for routing requests helping to eliminate rework

Challenges

Results

This US based
world leading ticket marketplace became a Lombardi customer in Q1 of 2007.


This world leading ticket marketplace, reinvented the ticket resale market in 2000 and continues
to lead through innovation.


Request Management.
Needed a more effective way to handle customer service
requests and escalations.


Slow Change.
Customer service reps were unable to quickly modify and cancel orders.


Custom App Dev.
They are looking develop new functionality around existing
processes.


Program

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Freight Forwarder Creates Solutions

From Process Discovery Results



Reduced payables time by 3 days and brought vendor accounts to a current status



Discovered that 1 bottleneck was the cause of 80% of their problems



Realized that 32% of invoices received contained some type of error

Challenges

Results

This European based international freight forwarder became a Lombardi customer in Q3 of
2009.


“Our systems were developed with the help of Lombardi Blueprint. The solution eventually made
it to the desk of a high level board member. It was astonishing that a relatively low cost solution
could be developed at the branch level when at the same time millions of dollars are being spent
to revamp the entire system.”

Peter Montalvo, Manager Accounts and Finance


Slow Process.
Unable to keep vendor Accounts Payable record current.


High Overhead.
Faced with excessive costs for processing payables.


Unidentified Problems.
They knew they had problems, but were unable to pinpoint
the pains and their extent.

Blueprint

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Financial Services Co.

Processes New Credit Card Accounts



15% reduction in FTE for processing applications



85% reduction in time spent by managers gathering reporting data



Eliminated workarounds and increased reporting/tracking accuracy

Challenges

Results

This US based
diversified financial services company has been a Lombardi customers since Q4
of 2006. They have multiple Teamworks implementations in place throughout their enterprise.


“We've been working with process improvement and management since 2000, we've gone into
the Six Sigma realm and gained an executive level understanding of process…we took a step
back with the IT organization and realized that our business partners needed us to get them
some gains sooner than our traditional methodologies were taking, so BPM came to light and
has made a huge impact for us.”

Gene Rawls, VP of Continuous Improvement


Paper Intensive.
Increasingly complex processes were paper intensive and
manual which led to errors and inefficiencies.


Lack of Visibility.
Little or no visibility into process performance.


High Costs.

Yielded from over 12 months of process re
-
design and re
-
deployment
.

Workflow

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Worldwide Insurance Co.

Refines IT Quality Management System



Users are now trained within an hour



Savings of £100K per year



Decentralized process improvement team & reduced the headcount from 13 to 2

Challenges

Results

This European based
worldwide leader in insurance became a Lombardi customer in Q4 of
2009.


"The great thing about Blueprint is how easy it was to start. We only needed 30 minutes for the
entire team to understand Blueprint. After the training, our team left the room feeling like process
mapping experts.”

David Owen, Process Consultant


Standardization.
Had a costly un
-
scalable model for updating content

due to paper
based processes and lack of documentation.


Slow Response.
Dealt with slow response times to act on feedback from
comments made on the website.


Collaboration.
Lacked the proper tools to have large teams communicate and
collaborate on processes in real time.


Blueprint

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