Sinking in Paper and Process: Lessons Learned When Going Paperless
Lincoln Trust Company modernized a heavy and cumbersome process into a cost effective and streamlined method that also added customer value. With an ROI of 120% and an overall cost savings of $2.2M, Lincoln Trust Company decreased process cycle times in some areas by up to 75%. Furthermore, this company experienced a 90% reduction in their customer complaints regarding processing delays.
These incredible ROIs were the direct result of implementation of Business Process Management (BPM) technology to understand, improve, and automate strategic processes of the organization, Lincoln Trust Company. Their immediate challenges were customer related documents received via the mail, more than 100,000 customer documents received via snail mail each month. The gravity of the situation cannot be overstated and as they were quite literally sinking in their paper problems. Lincoln Trust had calculated the yearly weight of this incoming paperwork to be 18 tons and the weight of the filing cabinets was so much an issue that they had to continually relocate them throughout the building to keep the floor from sinking.
In addition to literally sinking in paper, each business unit had intensely manual, risk prone and costly paper-based workflow processes. The initiatives first priority (phase 1) was to "stop the bleeding” and implement a document enabled workflow solution quickly. Subsequent phases were to utilize the BPM technology to automate 15 business processes.
In this session you’ll learn the importance of:
- Embracing the project and keeping all stakeholders engaged, informed and enabled with disciplines throughout the entire organization, clients, vendors and partners
- Working with experts when starting a new technology
- The role of data architecture on the project team in order to maximize your analytic capabilities
- "Story Boarding” the solution/user interface as a companion to the process map
3:30pm - 4:00pm Registration
4:00pm – 5:00pm Case Study Presentation
5:00pm – 6:30pm Cocktail Reception and Hors d’oeuvres
The CIO Forum: IT Project Case Studies Series is by invitation only; however, member or not, if you are CIO, VP of IT, or Technology Director, and received this invitation, please register above. Please note, all registrations are approved prior to confirmation.
CSIA Members - Complimentary
Non Members - $50
Helen Cousins, EVP & CIO, Lincoln Trust Company
Named by Computerworld as one of the Premier 100 IT Leaders, Helen Z. Cousins has been Executive Vice President and Chief Information Officer at Lincoln Trust Company since 2006. As part of the ownership team, she has led the transformation of the company into an analytical organization by implementing a business process management program encompassing business intelligence and workflow management for the entire organization. Prior to that Helen was SVP and CIO for Dex Media, Inc where she led the enterprise implementation of a new technology platform. As part of the executive team she participated in what was, at the time, the 2nd largest leverage buyout in US history, an IPO and subsequent sale of the company. Prior to joining Dex , Helen was SVP and Corporate CIO at Cendant where she was responsible for orchestrating one of the largest outsourcing deals with a major technology firm as well as leading the IT due diligence and integration for several major acquisitions which increased revenue by $15B. She has held several other executive positions managing global organizations, spending her first 25 years on Wall Street with top Fortune 100 / 500 firms. She has won various awards and recognitions for her accomplishments. Helen graduated summa cum laude with a B.S. in accounting and economics from Fordham University and an MBA from Pace University, both located in New York.
Bill Garner, Sr. Director of Information Technology, Lincoln Trust Company
Bill Garner is currently Sr. Director of Information Technology at Lincoln Trust Company. He is responsible for strategic technology direction as well as overseeing all development of internal and external systems. Working closely with the business, he has led the implemented an enterprise-wide Business Process Management program. His work on this program earned Lincoln Trust a finalist position from Computerworld for "Best Practices in Business Intelligence” in September 2009 and Gold winner of the "Global Award for Excellence in BPM & Workflow” in November of 2009, as well as the CSI Apex award for "IT Project of the Year” in 2010. Prior to joining Lincoln Trust Company, Bill has held multiple management positions with progressive responsibility in both development and operations for Fiserv, Inc. and First Trust Corporation. In addition, Bill has experience in consulting and large scale technology implementations with a Top 500 Engineering Company and multiple municipal clients. Bill received his bachelor’s degree from the University of Florida.
Alana Schock, M.Ed., PMP, Business Process Management (BPM) Program/Product Manager, Lincoln Trust Company
Alana Schock is the BPM Program/Product Manager of the Lincoln Trust Company BPM Program and the manager of Lincoln Trust Company’s Business Technology Process Automation Team. As one of the founders of the Lincoln Trust BPM Program, Alana passionately devotes all of her time to ensuring its success. She is an avid follower of the BPM industry and spends much of her free time reading and learning about BPM and related disciplines. Her other work experience includes various analyst and project management positions in process improvement, enterprise content management and business process management since 2001. Alana received a BA in Economics from Wells College and a Masters of Education and Human Resource Studies/Organizational Performance & Change from Colorado State University. She also has a Project Management Professional (PMP) certification from the Project Management Institute.