Situation
Our client, an accident management company, was experiencing significant business growth and needed support to implement a platform to manage their reimbursement processes effectively.
Challenge
The client’s core teams were using three disparate systems to manage the end-to-end process, resulting in poor data quality and process control. Increasing efficiency in managing the reimbursement lifecycle was essential to meet the demands of their growing business. The client had never undertaken such a large technology transformation project before and required expert guidance to deliver the platform, working closely with platform vendors.
Solution
Terra Firma was engaged to manage the project delivery, providing business analysis and test management capabilities to support the requirements, design, testing, implementation, and data migration for the new reimbursement platform.
Our Approach
Terra Firma recommended a two-phased rollout approach for the new platform to avoid disrupting the core business teams all at once. This strategy allowed lessons learned from the first phase to be applied in the second phase. Terra Firma consultants:
- Mapped the end-to-end “To be” process,
- Recommended process improvements that increased process efficiency and controls,
- Developed the Test strategy and Test plan,
- Created detailed functional specifications for the user interface,
- Collaborated with the vendor to design a process that met user needs,
- Triaged all defects from UAT and post-implementation, assisting the test automation team,
- Planned and led the data transition strategy for Phase One.
Terra Firma also provided mentorship to the client’s junior business analysts, helping them develop skills in process mapping, writing requirements, and planning and writing test cases.
Outcomes
Terra Firma played a crucial role in the requirements, design, testing, and rollout of both phases of the new reimbursement platform. For the first time, the client had clear visibility into the number of leads to be processed. The data captured was complete and high-quality, resulting in improved cashflow. The team gained clear control over the end to end workflow, with the system design providing clear priorities for managing their work.
