In a Forbes Magazine Article from 2012, contributor Lisa Quast writes that “Fortune 500 companies lose roughly $31.5 billion a year by failing to share Knowledge.” While that figure is several years old, it is still astounding and continues to multiply with the Affordable Care Act and changing HIPAA regulations.
As the healthcare industry business models continues to evolve, customer service organizations at healthcare payers are challenged to control internal costs, keep up-to-date with changing regulations and make sure call center agents are providing fast, accurate and efficient services to subscriber members. One solution that has proved successful is the combined services of Infogain and the Oracle Knowledge Management (OKM) System.
“Oracle Knowledge Management is the process by which knowledge is identified, accessed, enhanced, and protected through the use of advanced technology, user friendly portals, and the development of a culture of openness, sharing, and collaboration,” as defined by the Oracle Knowledge Management User’s Guide. Infogain clients that use this system formerly had knowledge content scattered in various formats (i.e. databases, paper, presentations, etc.). Oracle Knowledge harnesses this information into one single source.
For example, during a recent visit with an Infogain client, we observed a situation where a document was created in one system and then copied into three other different systems. Obviously, this was an inevitable point of failure since those systems can quickly get out of sync. The problem can become even more critical for documents like rate and provider tables where accuracy is crucial. Customers of OKM have used it to fully federate their search and content experience. This means that if you have policy documents in one system because it is authored and maintained by Team A, and you have some support articles in another system managed by Team B, and more procedures sitting in a third location, OKM allows full control all content in one, centralized place, with the option to search all of those documents.
The Oracle Knowledge Management team at Infogain is pleased to offer a system that can be fully integrated with any customer support technology system, including Siebel, RightNow, SalesForce, Remedy and other custom support applications. Dramatically Improved knowledge access has led to Infogain clients achieving the following:
- Increased answer accuracy by as much as 58%
- Increased agent productivity with relevance of information retrieved from 22% to 90%
- Legal and regulatory cost savings because both members and agents have the ability to track plans, costs, and geographical differences in order to stay in compliance
- Reduction in training time for Insurance contact agents by as much as 25%
- Reduced average agent response time by as much as 30% for certain customers
- Savings of between $3.5 M and $5 M per year through the use of the OKM web self-service portal
Infogain has world’s largest team of OKM experts. We have successfully deployed OKM at two major healthcare providers with thousands of member subscribers and call center agents. Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and Production Lifecycle Services. Contact us today to learn more.
By Cathy Chandhok
Director, Marketing and International Sales
- Quast, Lisa. Forbes Magazine. Web. 20 August 2012. “Why Knowledge Management is important to the success of your company.” [http://www.forbes.com/sites/lisaquast/2012/08/20/why-knowledge-management-is-important-to-the-success-of-your-company/]
- Oracle Knowledge Management User’s Guide. Release 12.1. n.d. [https://docs.oracle.com/cd/E18727_01/doc.121/e18040/T257886T257902.htm]