Do Hard Benefits Really Matter? Duh!

Recently, I spent some time with an e5 implementation partner to work on a joint marketing campaign. As part of our discussions, we talked about e5 ‘diffentiators’. When we started to discuss e5 case studies, I heard an enthusiasm in my own voice that surprised me and, I noticed, got the attention of the rest of the team in the room as well. I thought this would be a good topic for my first blog post here.

I have worked in the enterprise content management (ECM)/business process management (BPM) space for over 20 years as a marketing professional. I’ve marketed to, visited with, and interviewed tens of dozens of customers who implemented business workflow systems. As a marketing person in particular, I am always looking for documented ROI’s on the implementations. If you are a marketing professional, you know how important the ‘benefits’ section is when writing a case study or success story. In my experience, I remember the many times I would write up a BPM implementation, only to find myself stretching for concrete, quantifiable metrics.
Yes, in my experience, a few organizations were able to track ROI. They had the foresight to document the ‘as is’ and ‘to be’ scenarios – and when finally in full production, they could provide some quantifiable benefits. These benefits were usually realized 12-24 months down the road and this timeframe wouldn’t include the implementation time either, which could run 6 to 12 months in and of itself.
While getting familiar with e5, the first thing that struck me as different were the customer case studies that always included substantial, quantifiable benefits. One example – a health payer customer who implemented e5 to support medical claims processing and experienced an increase in SLA timeframes from 5% to 30% in 2 weeks, from 30% to 94% within 8 months and then to 98% within year 1! These results are impressive for 3 reasons:

  • Once implemented, e5 instantly provides metrics on the ‘as-is’ so you have the benchmark to start and compare.
  • Once you start to ‘tweak’ the process, e5 delivers immediate metrics so you can track improvements.
  • Immediate benefits were achieved FAST and are significant.


When you couple fast payback with fast implementation – e5 can be implemented in a matter of days to weeks depending upon the complexity of the business process – e5 customers are achieving the best ROI when compared to other BPM/Adaptive Case Management (ACM) solutions on the market.

Read this case study about how a medical lab implemented e5 in medical billing, improving productivity by 50% and SLA timeframes by 66%. I wrote this case study – the first one I wrote on behalf of e5 that clearly demonstrated for me the power of e5’s business analysis tools.

Michael Marshall, Billing Manager, RML

I will always remember the interview with Michael Marshall, RML Billing Manager. For the first time in my experience, the ‘benefits’ section of the story was longer than the other sections. For the first time in my experience, I was documenting hard, concrete improvements with detail I rarely recalled when writing up other case studies. As I interviewed Mr. Marshall, I was amazed how much data he had, how enthusiastic he was. I couldn’t wait to publish the story.
It is not my intention with this blog post to ‘sell’ you on e5 but I encourage you to visit and read for yourself. I also welcome any comments or examples of your experience implementing BPM or ACM solutions and the benefits/ROI you have achieved.

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