SUCCESS STORY

What if...
you could acquire customers
faster and with lower cost?

Pacific Blue Cross (PBC) has been British Columbia’s
leading benefits provider for over 70 years. Together
with BC Life, PBC subsidiary provides health, dental,
life, disability and travel coverage for approximately
1.5 million British Columbians through employee groupplans and through individual plans for those who do
not have coverage with their employer.
Business Case
In today’s global scenario, many organizations’ business processes either explicitly or
implicitly revolve around documents. In the case of PBC, many documents arrive in theform of paper and are passed around across multiple departments, accumulating copies
along the way at different locations. PBC uses an Enterprise Service Bus (ESB) and has
established the enterprise backbone to connect various business systems where information is exchanged among these systems.
The challenge for Pacific Blue Cross was to transform the ‘New Group Setup’ process froma fairly paper-heavy process to a semi-automated workflow through taskforce integration.
The New Group Setup process is the new employee group plan setup that contains health,dental, life, disability, and medical travel benefits. It starts with the Accounts Manager
documenting the employer details, designing the plan, and going through the contracts.
PBC was looking for a platform that could help them achieve more seamless integrationand minimize the interruption caused by manual processes. The goal of the proposedsolution was to help them centralize storage, establish a business process framework
centered on documents, and provide an automation layer for taskforce management.

E N T E R P R I S E I N F O R M AT I O N M A N A G E M E N T

INDUSTRYInsurance

CUSTOMER
Pacific Blue Cross

CHALLENGES• Lack of taskforce integration• Multiple manual data entries• Disconnected data dispersed overmultiple locations• Redundant data and errors

SOLUTION• OpenText Cordys

BENEFITS• Faster customer acquisition• Seamless taskforce integration• Increased data quality• Rapid integration to the Alfresco ® DMS

SUCCESS STORY“The OpenText Cordys platform enables us to be very effective inexecuting our processes quickly and gives us the flexibility weneed to fulfill the demand for our timely services. The fact thatOpenText Cordys provides us with a single integrated solution
gives us the opportunity to explore how we can benefit fromother capabilities of the platform and improve business agility
with Cloud based BPM and PaaS.”
AKIKO CAMPBELL, DIRECTOR, INNOVATION CENTRE, PACIFIC BLUE CROSSThe solution

Business benefits

PBC uses OpenText Cordys capabilities to act as a business integration component layered on PBC’s existing ESB. The OpenTextCordys BPM and Dynamic Case Management components areused to support PBC’s customer acquisition process referred toas New Group Setup. Based on the OpenText Cordys Business
Operations Platform (BOP), they have built a case management
solution called “LINKS”. OpenText Cordys case modeling is used forthe dynamic human-centric component of the New Group Setup
process. PBC also leverages the Business Activity Monitoring(BAM) component embedded within the OpenText Cordys platform
to maintain tight control and real-time monitoring of critical activities
through business dashboards.

The implementation of OpenText Cordys at PBC minimized themanual processes that were previously causing delays. They can
now seamlessly integrate with the existing ESB infrastructure
and they have comprehensive functionality that can be offeredin a single platform. Redundancy is reduced by creating a single
instance which becomes the New Group (employee benefits plansponsor) master record. This ensures that there are no double
entries elsewhere. The OpenText Cordys solution offers PBC
some substantial benefits such as leveraging the existing ESB
systems, reducing the New Group Setup time, increasing data
quality, and providing consolidated activity monitoring which is abenefit to management.

www.opentext.com • bpm@opentext.com
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