Benenden Healthcare Society Deploys Appian BPM Suite
Business Process Management Creates Solution That Bends to the Needs of the Business
RESTON, Va.—December 14, 2009— Appian, the global innovator in enterprise and on-demand business process management (BPM) technology, today announced that Benenden Healthcare Society, a mutual not-for-profit providing first-class Healthcare Services for a membership of over 940,000 in the United Kingdom, will deploy the Appian BPM Suite for case management. The Appian-based Service Management System (SMS) manages a member’s journey from initial call through diagnosis and health service, including financial assistance and payment. Benefits to members include better, faster service, while the organization receives bottom-line cost reductions, improved accountability and efficiency, and enhanced decision-making and regulatory compliance capabilities. Even prior to full deployment, the joint collaboration has delivered the Society a £2M savings in provider services procurement costs.
“Our previous case management system forced our processes to be driven by system limitations rather than by business need. It was a basic system that relied on the user’s knowledge and expertise to deliver information and aid decision making,” said Ian Grant, current Head of IT at Benenden. “With Appian, we have a rapid development and deployment environment for rolling out flexible solutions that support the changing needs of the business.”
SMS features an innovative graphical front-end dubbed “Where Does it Hurt?” Society staff view a clickable human figure and drill down to pinpoint the source of a member’s ailment. The information is then transferred to an “electronic briefcase” where all relevant information relating to a member’s case is available at each stage of the member’s journey, and electronically available to the appropriate people within the organization. The system also produces financial data and reports relating to the cost of the Society’s service delivery, as well as an audit trail across the lifetime of a case for regulatory compliance requirements.
Appian’s unique attributes were fundamental to realizing the Society’s goals for enhanced service levels, heightened automation, improved compliance and increased flexibility. Chief among these are Appian’s extreme ease-of-use, thin architecture, and its complete natively-integrated suite of capabilities including process, rules, portal, content management, collaboration and real-time analytics and reporting.
“Appian approaches each customer engagement as a true partnership, and our work with the Society illustrates this. Working together, both companies have pushed the boundaries of what can be achieved with BPM,” said Matthew Calkins, president and CEO of Appian. “Benenden Healthcare’s case management deployment is a textbook example of how Appian rapidly delivers flexible, responsive process applications that enable the visibility and analytics needed to support key corporate objectives.”
About Benenden Healthcare Society
Benenden Healthcare is a mutual ‘not for profit’ Friendly Society, run for members. As a mutual organisation, not a medical insurer, members club together so that they can get the first class medical help they need, when they need it most. Benenden Healthcare is one of the UK’s longest serving and most respected mutual healthcare societies. The Society has a membership of over 940,000 and is currently open to all public sector workers and their families as well as employees of organisations whose aims and objectives are compatible with the Society.
Appian delivers an enterprise platform for digital transformation that enables organizations to revolutionize their customer experience, optimize their business operations, and master global risk and compliance. Powered by industry leading Business Process Management (BPM) and Case Management capabilities, Appian’s low-code approach can radically accelerate the time it takes to build and deploy powerful, modern applications, on-premises or in the cloud.