This year’s FastFWD Worldwide Virtual Event featured insights from customers all over the world who use K2’s intelligent process automation platform to drive efficiency, cut costs, and increase visibility across their organizations.
To showcase some of the great work being done with K2 in the Americas regions, we featured a customer panel with Lisa Hohlt, Senior IT Program Manager at Delta Dental of Washington, and Liat Kinard, Sr. Software Engineer at Casey’s Retail Company.
Hear about their successes and lessons learned in this free on-demand session.
Delta Dental: Eliminating tedious spreadsheets to improve member experience
Delta Dental of Washington, the state’s largest dental benefits company, realized it needed to simplify a labor-intensive process in support of Washington’s Health Benefit Exchange for reinstating members. The company selected the K2 platform to build an automated solution that would replace nine spreadsheets shared across several business units. This process needed to provide visibility and compliance with HIPAA and SOC. Along with eliminating manual data entry, the company wanted to reduce calls to an overloaded contact center by automating notifications to members.
Delta Dental of Washington is relatively new to using K2 to automate their processes, setting up their environment for K2 Cloud in January 2020 and piloting an application for reinstatement of healthcare plans in April. However, in just a few short months, they’ve seen tremendous benefits with the K2 intelligent process automation platform in terms of speed of development, visibility, and process efficiency.
Additionally, the member experience is extremely important to Delta Dental. By automating notifications to members around reinstatement, they’ve saved time for contact center representatives. Moreover, members have gained a better experience as well as peace of mind. According to Lisa Hohlt, Senior IT Program Manager at Delta Dental of Washington:
“Just in the pilot, we’ve been able to do intelligent routing and bypass the finance department. We've been able to shorten our end-to-end process duration time from approximately 12 days to 3.5 days. So that in itself is a huge change for the member in terms of being able to feel confident that they've been reinstated and can go and use their dental insurance at their provider.”
Casey’s Retail Company: Protecting executives from identity theft
Casey’s Retail Company operates 2,000 convenience stores across 15 states in the US. The company first implemented K2 in 2017 to solve a unique challenge: identity theft. Personal information about executives at Casey’s—including driver’s license numbers, social security numbers, and household information—needed to be available at each location in order to continuously renew applications to sell alcohol and tobacco products.
Unfortunately, executives were often subject to identity theft. Information was stored within SharePoint, but this offered little insight into who last accessed the information and for what purpose. With Casey’s new executive management solution, built on K2, the company has locked down access and implemented forms that require those requesting access to include a reason. According to Liat Kinard, Sr. Software Engineer at Casey’s:
“This helps us control the safety of executives. We no longer have the information on a shared drive that potentially outside people can access that aren't supposed to. There’s now peace of mind that it is being logged and only being accessed when it needs to be accessed.”
Additionally, Casey’s has been able to convert several heavily-used, custom-coded InfoPath forms that were constantly breaking into K2 SmartForms. They’re also using the K2 platform to automate processes around the COVID-19 pandemic and social distancing, such as a new building access request form to instantly provide or disable access to employees without having a supervisor onsite.
Learn more about what these two K2 customers have learned along their journeys and where they’re headed next.
Watch the on-demand session now.