2. New Customer Solutions –
a TotalAgility Showcase
Heather Magic
Director of Group and Individual Administration
Delta Dental of Colorado
hmagic@ddpco.com
#inspire16FL

3. #inspire16FL
 Delta Dental of Colorado
 Established in 1958, Delta Dental of Colorado is the state’s
leading dental benefits company, serving more than one
million members with high-quality, cost-effective dental plans.
A nonprofit organization, Delta Dental of Colorado’s mission is
to improve the oral health of the communities it serves
Introduction

4. #inspire16FL
 Director of Group and Individual Administration
 ECM Project Sponsor
Introduction

5. Becoming a Lexmark customer
 Lexmark tools implemented
 Lexmark TotalAgility, Kapow, Insight, SoftPro, Transformation Modules
 Started as a repository search only
 Quickly became a pursuit to embrace a methodology of automation
Out of space Finding
documents
Recreating
documents
Disaster
Recovery
No clear and
reproducible
processes

6. Lexmark Products
 Solution utilizes
TotalAgility, Insight,
Kapow, and
Transformation Modules
 Automates integration
with Business data
 Automates document
separation / classification
/ extraction
 Automated email and
attachment extraction
from secure websites
 Automates work
assignments
Work Allocation
01. Email Distribution
• Process is used within 4 teams
• Solved work allocation Issues
• Solved process visibility issues
• Solved notification to sender issues

7. Lexmark Products
 Solution utilizes
TotalAgility, Insight,
Kapow, and
Transformation Modules
 Automates integration
with Business data
 Automates document
separation / classification
/ extraction
 Automated document
and data extraction from
websites
 Manages Business
Process
Business Process Management
02. Dentist Onboarding
• Process spans 3 departments
• Solved Compliance Accountability
• Solved Process issues
• Solved Process Visibility issues

8. Lexmark Products
 Solution utilizes
TotalAgility and Insight
 Automates integration
with Business data
 Manages Business
Process
Business Process Management
03. Change Checklist
• Process spans 5 departments
• Solved Process issues that other attempts
could not solve
• Solved Process Visibility issues

9. Lexmark Products
 Solution utilizes
TotalAgility, Insight, and
Kapow
 Automates integration
with Business data
 Automated document
and data extraction from
websites
 Manages Business
Process
Business Process Management
04. Broker Onboarding
• Process spans 2 departments
• Solved Process issues
• Solved Visibility issues

10. Lexmark Products
 Solution utilizes
TotalAgility and Insight
 Manages Business
Process
Business Process Management
05. Contract Management
• Process Spans all departments and Senior
Leadership Team
• Solved Process issues
• Solved Visibility issues

11.  Extract Secure emails into processes
 Crawl multiple websites for documents and data to confirm
Dentist information
 Crawl multiple websites for data to confirm Broker
information
 Parse Data Reports into manageable work distribution
assignments
 Next … competitive market data and research
How we use Kapow

12. Lexmark Insight
 Capture Usage
 Work Allocation Statistics
 Work Performance Statistics
 KPIs
 What bottlenecks … where …
How we use Insight
Total document / transaction lifecycle
Capture / BPM / Repository

13. ROI
 ROI’s were between
57% and 76% for the
different projects
 More documents
processed
 More work completed
 More overall savings
Delta Dental of Colorado Success
 Increased productivity
 More is done with less manual steps
 Increased Accuracy
 The correct managed process is performed every time
 System performed automation
 SLAs can now be measured and are being met
 Visibility and Accountability:
 Across Department Processes
 Across Organization Processes
 True and measurable KPIs have been met
 No longer best guess work or intuition based upon past performance
 ROIs have exceeded all original expectations
 Direct lower operational and administrative costs

14.  Dentists
 Brought into the Delta Dental network more quickly
 Resolve issues more quickly
 Re-credentialing process is much faster and streamlined
 Brokers
 Begin selling Delta Dental policies more quickly
 Verification process is much faster and streamlined
 Groups (Organizations)
 Resolve issues more quickly
 Group employees receive dental services more quickly
 Individuals
 Resolve issues more quickly
 Individuals and their families receive dental services more quickly
Delta Dental Stakeholder Success

15. Lessons learned
 Success is a partnership
 Internal partners
 External partners
 Work with the right Lexmark Partner
 Delta Dental of Colorado found Tromba Technologies to be the perfect Lexmark partner
 Constant internal communication with internal Senior Leadership
 Constant communication between Delta Dental of Colorado and Tromba
 There has to be a champion internally with the overall vision (not just a single project
vision)!

16. Winning in the Age of the Customer and Stakeholders
What’s next for Delta Dental of Colorado and Lexmark technologies?

17. Questions?
#inspire16FL
Heather Magic
Director of Group and Individual Administration
Delta Dental of Colorado
hmagic@ddpco.com