Humana S.A. client reference video

Published on 14-Feb-2013

"IBM BPM is a very powerful tool that makes visible the performance of processes, the performance in each task of the process, the performance of each individual and of each work team. " - Marco Puente, CIO, Humana

Customer:
Humana S.A.

Industry:
Insurance

Deployment country:
Ecuador

Solution:
Business Process Management (BPM)

Overview

Humana is part of a group of institutions dedicated to health care in Ecuador; it is the largest group in this field in Ecuador.

Business need:
The company's systems did not allow the organization to function and execute the processes. The systems did not offer sufficient information to be able to make timely decisions or to evaluate how the organization was doing.

Solution:
IBM BPM is a very powerful tool that makes visible the performance of processes, the performance in each task of the process, the performance of each individual and of each work team. With BPM, Humana could participate in the transformation of Humana, from working in silos to working in processes that extend throughout the organization, delivering services to the client, working on these processes as a team, and delivering the results to the client as well or processes from client to client.

Benefits:
Humana has shown an improvement of 7 percentage points in clients’ perception of its services, and the relationship of cost versus value that Humana offers them. It also improved 20 percentage points in the willingness of existing clients to recommend Humana to others so they would also become clients. The company multiplied by 2.5 the number of clients. It has been able to do this without increasing the number of employees, and without spending additional money, thanks to the use of the technology tools.

Video

Humana implements IBM® Business Process Manager and IBM WebSphere® Enterprise Service Bus software to transform its processes and integrate its systems.





Video Transcript


Humana client reference video

Alberto Sandoval, CEO, Humana
Marco Puente, CIO, Humana

Sandoval: Humana is part of a group of institutions dedicated to health care in Ecuador; it is the largest group in this field in Ecuador. Our group has approximately two thousand persons, bills around $200 million dollars per year, and it has been in the country for the last 26 years. Since we are the insurance providers and also medical services providers, we offer a complete solution to the client. However, the hospitals and health care centers are not necessarily oriented towards the same segments of the population as insurance companies usually are.

Puente: The business needs of our clients in the day- to- day operations of the corporation, in comparison with what the system the old systems could do, were huge. The systems did not allow the organization to function and execute the processes. The systems did not offer sufficient information to be able to make timely decisions or to evaluate how the organization was doing. On top of this, the systems did not have a local partner in Ecuador that could provide improvement services. It was important to deal with the challenges and to have technological tools that matched the business strategy in addition to the organization’s challenges, at that time, related to its growth in the future. This would also enable the people of Humana to do a better job, obtain better results, and to improve their quality of life.

Sandoval: we needed the tools that can be considered as new technology, but we also needed to structure the company in such a way that it could accommodate future growth and we could manage the new volume of transactions.

Puente: IBM BPM is a very powerful tool that makes visible the performance of processes, the performance in each task of the process, the performance of each individual and of each work team. With BPM, we could participate in the transformation of Humana, from working in silos to working in processes that extend throughout the organization, delivering services to the client, working on these processes as a team, and delivering the results to the client as well or processes from client to client.

Sandoval: BPM was a concept we understood very well, but its application to our business was something that needed to go through a trajectory that IBM helped us with in conjunction with our local partner, Bi-Tech which is, again, a world class company. They understand both the tool as well as the business side behind the tool, and they have worked with us during this whole time.

Puente: Humana has shown an improvement of 7 percentage points in clients’ perception of our services, and the relationship of cost versus value that Humana offers them. / It also improved 20 percentage points in the willingness of our existing clients to recommend Humana to others so they would also become clients.

Sandoval: We have duplicated our revenue, the company’s earnings, and the volume of sales in the last 4 years. We have also multiplied by 2.5, as I mentioned before, the number of clients. We have also been able to do this without increasing the number of employees, and without spending additional money, thanks to the use of the technology tools.

Puente: It happened because we broke the barriers, because our people shared an organizational culture that was open to change, was self-motivated, and it also happened because the processes were supported by a technological tool like IBM BPM.

Products and services used

IBM products and services that were used in this case study.

Software:
IBM Business Process Manager Advanced, WebSphere Enterprise Service Bus