Vmoso Case Study: EE-ISAC

Thwarting cyber threats to European energy infrastructure through collaboration As the digital transformation of our energy supply and distribution systems continue with smart grids and smart IoT devices, there is a growing need to counter the potential of disruption from cyber threats. So there is a general recognition that the …

Vmoso Case Study: IT Services

A major Asian IT services company with retail specialism is using Vmoso as an employee portal for collaboration and knowledge sharing. Frustrated with their previous over-simplistic portal, they needed a solution that didn’t just preserve the company’s collective knowledge, but also facilitated discussion around that knowledge and enabled experience gain …

EE-ISAC: Thwarting cyber threats to European energy infrastructure through collaboration

The European Energy – Information Sharing & Analysis Centre (EE-ISAC) is an industry-driven, information sharing network of trust. It is a non-profit membership body in which the members are commercial organisations including utilities and solution providers, as well as public institutions such as universities, governmental and other non-profit organizations.

Vmoso 2019 Overview

Vmoso 2019 brings together the sophistication of Vmoso’s platform for digital engagement with an intuitive new user interface, making Vmoso’s powerful communication and collaboration features accessible to everyone.

In Vmoso 2019, all your communication is brought together into a consolidated activity stream. Whichever device you’re using, you still see the same content, making the whole conversation available, in the right order, wherever you are working from.

The activity stream brings together several different types of content

Chats are for private discussions between defined sets of participants, with threaded replies helping organize the discussion and keep the conversation on topic. The explicit read count helps everyone keep track of who’s seen what, and when they saw it.

Posts are for broadcasting to a wider audience, while still enabling replies, comments and threaded discussions.

Tasks bring structure to collaboration, giving assignees a clear definition of what they’re required to do, by what date.  Task creators can easily track who’s completed their work, and who needs to be reminded.

Content includes file attachments, notes and bookmarks, and can be attached to other discussions, or viewed on its own.

You can choose to view the whole activity stream or use filters to let you focus on the information that’s important to you right now.

Spaces provide a structure for sharing content with a wider audience through hierarchical access control lists

These can be combined with custom zones to provide quick access to the content and discussions you use most frequently.

Vmoso’s unique AHA links enable each discussion to reference people, content and other conversations and comments, creating a sophisticated web of organizational knowledge.

Every time a document is referenced from a discussion, it’s added to the attachment list for easy access.

New participants are easy to add, and they can quickly get up to date on the discussion so far with all the comments in the right order. Everyone in the discussion knows when new people are added, ensuring privacy is maintained.

As discussions continue and links are created, a rich web of organizational knowledge starts to form. Vmoso’s knowledge maps make it easy to explore this store of collective knowledge, helping you find the information you need to do your job, and ensure business continuity as employees leave the company and are replaced.

Vmoso keeps track of file revisions, ensuring everyone’s working on the latest version. Permission-based sharing lets you control who can see the file, and who can update it. When a new revision is created, you can choose to update every discussion that’s using the file. The revision history is accessible to all, ensuring accountability for every change made.

Vmoso’s email integration means that you can add people to a discussion even if they’re not a registered Vmoso user. They can choose to join Vmoso, or participate through their email client.

Vmoso also integrates with enterprise systems and cloud storage for customer support, sales tracking and other applications, making information from these systems available to a wider audience.

Vmoso 2019 brings all your communication and collaboration together in one place, giving you instant access to the information you need from whichever device you are using.

AHA links create a sophisticated web of collective knowledge, enabling rapid access to content, and preservation of intellectual property.

Tasks, permission-based sharing and content revision histories ensure accountability

Vmoso 2019 is the centre of your digital transformation initiatives, enabling high value collaboration both inside and outside the organization, wherever in the world you are working today.

Galaxy Health – Collaborative Process Management

Galaxy Health is a US healthcare insurance provider. Galaxy has chosen Vmoso to  improve its membership acquisition and renewal rate as well as a number of collaborative business processes involving member enrollment and renewal, plan management, claim escalation and dispute resolution.

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With so many parties involved in these processes – employees, family members, employers, brokers, insurers and providers – they can generate a huge amount of time-consuming discussions. Galaxy are confident that by using Vmoso Collaborative Process Management they can improve the efficiency of these discussions, leading to a lower cost of service and happy customers.

It’s open enrollment time at Vision International. Sue is an employee at Vision, and she’s trying to work out the best plan for her family.

Her husband, Joe, works part time and look after the children, meaning the whole family is covered on Sue’s plan.

Sue and Joe like the plan from Galaxy Health but have a few questions. So Joe downloads the Galaxy app and joins the chat. Included in this chat is Galaxy’s chatbot which gives rapid answers to frequently asked questions, reducing the burden on Galaxy’s customer service team.

Joe wants to check that his primary physician is included in the plan.

This is something the chatbot can handle easily, quickly confirming that the doctor is indeed already covered under the plan by searching Galaxy’s database of providers.

Joe suffers with back pain, so also wants to check whether a chiropractor he sometimes uses is included in the plan.

This time, the chatbot says no. But it guides Joe towards the process for requesting inclusion of additional providers.

By using a collaborative process to request additional providers, both Joe and Galaxy save time. Joe starts by entering the chiropractor’s details.

So by the time it reaches Galaxy’s customer advisors for review, all the necessary information has been collected.

Joe can see the status of his request and is notified when it’s approved, and has a record of the conditions attached.

Sue’s now ready to sign up for her Galaxy plan. Again, this is performed using a Vmoso collaborative process, which is integrated with document processing and digital signature systems to streamline this type of customer engagement; a document created by QuickSilver and maintained by DocuSign details specific coverages, terms and conditions under her plan.

 

When she runs into any trouble during this sign-up process, she clicks into the collaborative process’s chat tab, where its built-in chatbot is able to answer all her questions interactively, guiding her through to completion.

A few months later, and Joe has suffered a recurrence of his back trouble

He initiates the policy’s coverage validation process by requesting authorization for treatment from his chiropractor

As the chiropractor is not on the list of approved providers, this is not automatically approved, but assigned to Shirley in the Galaxy customer advisor team to review

Shirley tells Joe that unfortunately his treatment can’t be approved

But Joe has the details of the previous conversation where use of his chiropractor was authorised, so simply links to this.

Shirley acknowledges her mistake and approves the treatment

After a short course of treatment, Joe is feeling a lot better

But Sue’s surprised to receive an invoice from Joe’s chiropractor that she thought should have been covered in full by Galaxy.

So Sue starts a process to query the bill that involves both Galaxy and the chiropractor’s admin. She includes links to the authorization process, and the earlier agreement to add Joe’s chiropractor to the plan

Jamie in the Galaxy billing team assesses Sue’s query and looks back through the previous discussions. What Sue has failed to notice that the earlier approval did point out that only 90% of the chiropractor’s bill would be covered, and that Sue would be billed for the other 10%

Sue & Joe realise that they have overlooked this, and the billing query is resolved.

A year has gone by, and it’s now annual health insurance renewal time at Vision International.

Sue and her family have been very satisfied with their Galaxy Health plan, thanks especially to its mobile-centric high-touch engagement experience empowered by Vmoso.

So when Sue receives Galaxy’s renewal alert, she immediately starts the collaborative process to complete the renewal, which normally involves just a few simple confirmation steps.

However, by taking advantage of Vmoso’s Big Knowledge and its integration with artificial intelligence predictive reasoning capabilities, Galaxy can now analyze Sue and her family’s health profile and actual care received over the past year, compare that to a vast database of similar cases, and recommend the most cost-effective plan coverages for Sue to consider.

Sue chooses a new option, as recommended by Galaxy, which not only increases her coverage but also saves her several hundred dollars per year, making her an even more satisfied customer.

Galaxy’s use of Vmoso benefits everyone across its entire ecosystem, making it easier for customers to get the information they need quickly, and reducing the burden on Galaxy’s own customer advisors as well as its network of brokers and providers.

Using collaborative processes for plan selection, claim authorization and billing query processes ensures that everyone knows what needs to happen next and reduces miscommunication.

Preserving previous discussions as a “single source of truth” for future reference gives a full audit trail and ensures rapid resolution of any queries.

With Vmoso at the centre of their customer engagement, Galaxy has been able to achieve its business goals very successfully by improving membership acquisition, increasing customer satisfaction and reducing their cost of customer service.

Galaxy Sports

Galaxy Sports are planning the launch of a new range of “smart” running shoes that take advantage of emerging technologies such as Internet of Things sensors and artificial intelligence. At the centre of this, Galaxy has chosen Vmoso to organise communication and knowledge sharing between Galaxy and its suppliers, within Galaxy, and between Galaxy and its customers.

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Galaxy Sports is a manufacturer of sportswear, with running shoes representing its largest market. Galaxy’s product management team are planning the launch of a new range of “smart” running shoes that take advantage of emerging technologies such as Internet of Things sensors and artificial intelligence.

At the centre of this, Galaxy has chosen Vmoso to organise communication and knowledge sharing between Galaxy and its suppliers, within Galaxy, and between Galaxy and its customers.

A selected group of Galaxy customers have been selected to test a prototype of the new running shoe. To support the trial, a community for the early adopters has been created on Vmoso.

Here, Galaxy product managers can interact with the trial participants, analyse data received from the shoes’ sensors, and discuss appropriate actions.

Galaxy have also engaged a professional physiotherapist, Marion, to participate in the trial and engage with the early adopters.

Marion is also involved in the other initiative linked to the new product launch, Galaxy’s “Smart Physio”. This is an artificial intelligence powered agent which delivers personalized recommendations to each member of the trial via private Vmoso channels, based on the data collected from the sensors in their shoes, and aggregated data from the wider trial community. Marion uses her domain expertise to help train the Smart Physio’s recommendations.

Vmoso also hosts all the communication and collaboration between Galaxy and Sportex, the main supplier of the shoes’ materials. This includes both freeform, unstructured communication for general discussion, and more structured business processes for tracking and accountability of formal change requests.

Todd is a loyal Galaxy customer, so was invited to become a member of the early adopter community. He’s been using the prototype shoes for his daily run every day this week, and his feet are suffering from blisters in a way they never did with his previous Galaxy shoes.
He reports this problem to the community, and finds that he’s not the only one suffering in this way.

Nancy in the Galaxy product management team is obviously concerned by these reports. But thanks to the tracking devices in the shoes, she’s able to get a much clearer picture of what’s going on.
She has been receiving daily reports in Vmoso of aggregated data from the trial users, but she can now dig into the detailed data for the runners who’ve reported the problem.

It quickly becomes apparent that the sensors are reporting a higher than expected temperature inside the shoe for all the runners suffering from blisters.

Sportex have actually provided two different versions of the shoe made with different textiles, and Nancy sees that all the shoes exhibiting higher temperatures are using textile variant A.

Nancy gets in contact with her Sportex contact, Howard, about this. Howard suggests that Nancy makes a formal request to stop manufacturing the variant A shoes, and switch to variant B.

Nancy initiates a change request process in Vmoso to do this. Before reaching Sportex, this needs to be approved by Nancy’s manager, Amber.

But before Amber agrees to this, she asks Nancy to find out more about how the runners using variant B are getting on.

The data looks good, but Nancy wants to get feedback from the runners themselves.

The replies she gets are surprising – several of the runners report that their shoes are already showing significant signs of wear. It looks like variant B doesn’t suffer from the overheating problem, but is a lot less resilient than variant A.

Nancy recommends to Amber that she declines the previous request. Instead, she initiates a new process to request Sportex work to address the overheating problem in variant A.

A couple of weeks later, Sportex and Galaxy have an updated prototype for the runners to try. Todd has been using the new shoe for a couple of days and has suffered no recurrence of the blisters.
Nancy is keeping a close watch on the sensor data and sees that the overheating problem does appear to have been resolved.

The more Todd uses the shoes, the more data is collected from the sensors, and Galaxy’s Smart Physio is able to start making recommendations.

Marion has been training the Smart Physio to recognise patterns relating to running style. She notes that some of the group of early adopters have a running style where the heel of the leading foot hits the ground first, combined with a wide stride pattern. This can lead to shin splits and heel damage, so Marion trains the Smart Physio to recognise this, and the recommended corrective action.

Automated analysis of the daily data from Todd’s shoes shows that he’s guilty of this style of running, even though he’s never associated it with some of the pain he feels after running. The Smart Physio makes recommendations, and shows Todd a video of how to correct the running style.

That makes sense to Todd, but he worries that when he’s out running, it would be really easy for him to slip back into old habits. So he asks the Smart Physio to warn him if he’s doing it. As Todd runs, the Smart Physio makes an audible notification when he slips back into his old running style.

As the end of the run, Todd asks how he did – the Smart Physio is able to show how Todd started well, but as he tired, the old pattern came back. It suggests that Todd considers shorter runs until he’s adapted his running style, and offers to recommend a personalised training pattern for Todd over the next week.

With Vmoso at the centre of Galaxy’s communication and collaboration, the launch of the new range of shoes is a huge success.

Bringing together product managers, suppliers, customers, data from smart sensors and artificial intelligence-powered agents around one digital transformation hub means that product development issues are reported, analyzed and acted upon rapidly, increasing product quality and reducing the time to market.

Engaging with customers both person-to-person and via AI creates a compelling customer experience, leading to greater brand loyalty and repeat sales.