Adam Johnson, Discovery Benefits

OnBase gives Discovery Benefits the agility it needs to meet be more competitive and meet insurance industry requirements. Through seamless integrations and automated processes, employees save time and are more productive.

Video Transcript

Delivering a Superior Customer Experience

We integrate with our third-party benefits software, and we use app enabler from OnBase to retrieve from hotspots, to screen information related to the participants or the employer. And we get those documents to our phone users right away, so they can work with our customers instantly without redoing retrievals or lookups. That helps us get the information to the customers quicker, turnaround their phone calls faster, allows us to service more customers in a day. At the end of the day, it's kind of what we're looking for our customers’ experience.

We have a culture of process improvements, continuous process improvements, so we do make a lot of changes quite frequently throughout the year to kind of address industry changes, regulatory requirements, customer feedback, and internal customers. And so having that control in OnBase allows us to change rapidly and gives us an advantage in the industry.

Saving 200 Hours Through Automation

The recent installation we've done is to help consolidate the information for our Cobra carrier reconciliations that run monthly, and by bringing the data from all the different systems together and making comparisons from the standings of the invoices from the previous month, we were able to cut about 200 hours of the monthly process off for that one department.

That’s a huge gain that's then going to be rolled out to similar departments with similar processes. And we are really good at taking a lot of the repetitive, monotonous processes and create as much automation as possible to allow our employees in the different departments to do more of their work, to do more improvements, to look at where we are and where we need to be as opposed to just trying to get through the day and stay caught up.

We're trying to allow users to do their actual jobs more. I like that I get to, as an OnBase administrator, help my coworkers. I get to make their jobs better. I mean that's kind of what we do. That's kind of our point is to try to make things better for our company.

 

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