R2K offers a wide range of information management services designed to reduce costs, increase productivity, and improve customer service. Since our inception in 1996, R2K has helped some of the world’s largest corporations achieve their objectives. Our highly experienced staff brings a wealth of experience to the wide range of information management technologies and applications your company needs to meet its business challenges. In collaboration with R2K’s wholly owned subsidiary, R2K India, we deliver cost competitive services through several different delivery models, including blended onshore and offshore teams to minimize costs.
Over the years R2K has earned the trust and respect of numerous clients. The following representative case studies highlight our well-earned reputation and history of success.
- The Challenge:
The organization had grown largely through acquisition resulting in many disparate content management repositories across the enterprise. To effectively service more than 30 million members, the organization needed to reduce the number of manual steps, provide a unified interface, and automate access to required information.
- R2K’s Solution:
A Service-oriented Architecture (SOA) based web services layer was designed, developed, and implemented to enable seamless access to the various repositories. Using existing web client applications, this services layer provides real-time access to required information from IBM FileNet Image Services, IBM FileNet Content Engine and Process Engine, Unisys InfoImage, IBM ImagePlus, and OpenText Execute360. Knowledge of the actual document location is no longer required by employees to complete transactions.
- Business Benefits:
Benefits included providing an enterprise platform for centralized content access, a significant reduction in transaction turnaround time, decreased errors due to the introduction of automation, reduced costs, and a reduction in required training.
A Fortune 500 Health Insurance Company
A Large Insurance Company in the Northeast
The Small Group Enrollment operation was split across multiple departments and physical locations. There were several information entry points and data was being entered in multiple systems. This resulted in undesired photocopying and shipping of documents, lengthy turnaround times, redundant keying, data entry errors, and a lack of overall document control. Further, the paper-based process made it very challenging to correctly calculate the “carve-out” time associated with waiting for missing information from external sources.
A fully integrated solution that provided centralized front-end capture as well as comprehensive business process, case, and content management was developed and implemented. The workflow included scan / index, scrub / credential, group load, member load, peer review, in-line quality, ID card release, reconciliation, and initial bill release. Key features included automatic creation of groups, sub-groups, and enrollment sets; automated foldering; skills-based routing and prioritization; integration with pre-existing databases and macros; extensive reporting; and a large number of custom end-user functions associated with enrollment processing.
R2K’s solution eliminated paper from the process flow, reduced turnaround time, increased accuracy, and significantly improved their overall management and control. End-to-end cycle time was reduced by 2.8 days and group MTM errors were cut in half in the first year. The solution also allowed the departments to implement a robust work-from-home program.
A Fortune 500 Life Insurance Company
The company was faced with supporting a large and growing distributed enterprise content management platform. Strategically, they wanted to control costs while maintaining high-quality customer service in an environment where system uptime and throughput were essential to their revenue generating operations. They needed a reliable and experienced systems integration partner to provide IT managed services for several vendor products and associated business solutions. A combination of offshore, onshore, and onsite service delivery capabilities was required.
A team comprised of onsite staff from R2K, Inc. as well as offshore staff from R2K’s wholly owned subsidiary in India was assigned to perform second-level user support, proactive systems monitoring, real-time system troubleshooting with 24/7 on-call support , and ongoing back-end system maintenance and problem resolution. Additional staffing was allocated to provide development and subject matter expertise and to respond to problem escalation.
Engaging R2K for the managed services solution allowed the company to leverage in-depth technical expertise for the supported systems, benefit from higher availability and lower costs by leveraging offshore staff, thus allowing their internal personnel to focus on strategic initiatives.