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Info & Analytics Leader Optimizes Journal Subscriptions & Reduces TAT

  • IndustryInformation Services & Publishing
  • Company Size 5,000+
  • Revenue $2B+
  • Location United States
01

Our Client

This client is a global information analytics business specializing in science and health, providing evidence-based content to improve clinical outcomes to positively impact care throughout the patient journey.

IT employs over 1,500 technologists who work with cutting-edge technologies to create analytics solutions that help advance science, technology and healthcare.
02

Objective

The print journal subscription process was ripe for a digital makeover. The current workflow relied on manual data entry across disparate systems, with few standardized inputs. Order information flowed in a disjointed manner, requiring repetitive tasks to piece data together. This fragmented process resulted in delays that impacted customer satisfaction. 

To stay competitive, a transformation was needed. The vision was to have an automated, streamlined workflow from order to cash. In the short term, incremental improvements and interim automation would boost efficiency. Long term, a complete modernization would optimize the end-to-end process, delivering seamless customer experiences. Streamlining this critical process was key to engaging customers in new ways, propelling the business forward.
Efficiency
TAT
reduced by eliminating activities that negatively impacted customer experience
Time Saving
Automation
opportunities identified to streamline renewals
03

Solution

Skan conducted a thorough analysis of the Overall Turn-Around Time (TAT) and Processing Time (PT). The client built an end-to-end process map and validated it using the Skan Clickstream with video playback of all user activities across the end-end process. This allowed the client to analyze process variability and identify root causes for the variability.

Additionally, Skan performed sequence and wait time analyses. Through this analysis, the client gained valuable insights into application usage and opportunities for automation. Skan generated detailed analysis and actionable insights to support process optimization.

04

Outcome

Skan determined that missing inputs were the root cause of delays in responding to customer requests. By pinpointing and prioritizing these inputs in a structured format, the client was able to streamline the renewals, tax exemptions, invoicing, pricing, and claims processes. Automating repetitive, rules-based steps accelerated turnaround times.

Customer request analysis revealed value-added activities versus irritants in customer experience. An "irritant x value-add" framework uncovered key drivers of exceptional service. Activities negatively impacting the experience were eliminated. Self-service enablement and automation reduced the total turnaround times for common requests like order status.

The focused identification of missing inputs led to process improvements. Through process streamlining and automation, the client was able to accelerate response times. Distilling the customer experience into value and irritants allowed service deliver to be tailored to boost customer satisfaction. Overall, key insights from Skan drove systematic enhancements to transform the customer experience.

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