Before WebINTENSIVE: A system ingested documents, distributed them across a range of reviewers, and provided an interface where reviewers contributed feedback.
Effectiveness Multiplied: The WebINTENSIVE system used machine learning to optimize the workflow for hundreds of reviewers by analyzing millions of documents to automatically anticipate which documents contained critical data and which specialists are best equipped to review them. So every hour that specialists spent became vastly more targeted and useful.
Before WebINTENSIVE: An enrollment process involving millions of applicants required manual reminders to complete applications. It was a time drain for the business and meant too many applicants missed key deadlines when reminders were overlooked.
Effectiveness Multiplied: Timely application submission rose by 30 percent when the WebINTENSIVE system automated reminders. But that was just the start. The system also provides predictive analysis to suggest A/B testing of both the timing and the content of renewal messages to specific groups of applicants. And with graphic data displays, they can keep a visual track of results and fine-tune accordingly. The rate of on-time submission continues to rise.
Before WebINTENSIVE: A system provided matching recommendations slowly, and with low accuracy.
Effectiveness Multiplied: We crafted an algorithm based on the Nobel Prize-winning Gale-Shapely algorithm and made a number of optimizations based on the client’s needs to improve its speed and accuracy. The matching process yielded first choices more than 50% of the time, at 100 times the speed.
Before WebINTENSIVE: A system ingested scanned documents; the data in those documents had to be reviewed and verified through a largely manual, usually tedious process.
Effectiveness Multiplied: So we got our friendly robot to electronically capture scanned documents. In 90% of instances, it is able to automatically check the scanned data against data in external systems—even closed systems that do not expose APIs. When the need for human intervention in edge cases is detected, the robot automatically flags human reviewers. Otherwise, data are automatically entered into a third system.
Before WebINTENSIVE: A system sent a text alert to IT when one of a firm’s networked copy machines or printers went on the blink.
Effectiveness Multiplied: Our proactive system not only (optionally) texts or emails IT when a machine is down—it warns them before the machine goes down, so they can address the problem before their friends on the business side get bottlenecked. It does this by sending color coded messages based on certain triggers that signal a need for maintenance. The result: a 60% reduction in machines going down.
Before WebINTENSIVE: In the high-stakes world of securities trading, every microsecond counts. But most traders rely on an SEC database called EDGAR to research filings. So an edge is hard to find.
Effectiveness Multiplied: We created a proprietary system that delivered and pre-analyzed relevant SEC filing information several seconds faster than was then available via commercial EDGAR services, giving our client a significant edge in conducting trades.
Before WebINTENSIVE: An international, household-name retailer was losing its battle for perception and mindshare to sleeker, hipper, more service-oriented competitors.
Effectiveness Multiplied: We transformed their in-store sales with a tablet app that empowers side-by-side interaction between retail reps and customers. The app pulls data from five different configured systems and instantly places thousands of product and pricing options in the clerks’ hands to support sales, up-selling and cross-selling—all in a highly personalized way. The app won an industry award for Best Advance in Learning Management Technology.
Before WebINTENSIVE: The management team of a global architecture firm gathered for their meeting every Monday morning at 8—and were missing project and invoicing information crucial for making near-term and long-term decisions.
Effectiveness Multiplied: We quickly saw that incomplete, unreviewed status reports from project managers were depriving the management team of essential information. But these project managers are highly busy people, juggling multiple time-critical responsibilities. So we engineered a Web-based project management tool that integrates with the client’s data management software, DelTek Vision.
Our tool coordinated the firm’s proprietary approach, displaying projects the way they thought of them; pulling in data from their other systems; automating processes; allowing for meaningful interactions and updates; and pushing data into DelTek Vision and their accounting software, automatically. Today, reports are completed with a quarter of the effort—and the management team’s early weekly meetings are a whole lot more productive.
Before WebINTENSIVE: A public entity was spending significant time and tax-payer dollars in reviewing long applications for permits for very complex projects—projects that have serious and very public consequences should there be mistakes.
Effectiveness Multiplied: We implemented a system to automate the submission and review process, baking in situational help and visual training. Most crucially, we intelligently guided submitters and reviewers to best practices that help ensure faster reviews and support positive outcomes of the projects themselves.
Before WebINTENSIVE: A major international business consultancy saw an opportunity to help its client banks price loans in a new way that’s simultaneously competitive and profitable.
Effectiveness Multiplied: We created a mobile app that empowers loan officers to enter inputs and identify pricing that maximizes profits while still being cost-competitive.
Before WebINTENSIVE: An organization had a bad reputation for slow, unsatisfying customer service. The kind of service they make fun of on late-night TV.
Effectiveness Multiplied: Based on a review of aggregated psychographics of the target audience (young adults) we saw an opportunity to do better: we drew on principles of gamification for an online customer service platform. The platform’s interfaces are intuitive, of course, and transactions are super-fast. Gamified features keep the users informed of their exact status and acknowledge when steps have been accomplished. The platform earned 96%-98% user satisfaction.
Before WebINTENSIVE: A client’s services were being programmatically exploited by rivals posing as users, at great cost to the client. Yet rigid access limits would alienate legitimate users.
Effectiveness Multiplied: We configured a system to automatically identify and block likely “screen scraping,” through nuanced signals-based heuristics. But we also enabled administrators to override those choices with their own judgment, and provided the tools to help administrators thoughtfully analyze behavior.
Before WebINTENSIVE: An enrollment system used by a high-profile organization did not support older, slower devices—or applicants who were not computer-literate.
Effectiveness Multiplied: We implemented a system to enable 100% online enrollment, through an intuitive “wizard” that could guide novice users while offering richer interfaces to those who had the experience and tech to make the most of them.
Before WebINTENSIVE: As part of our implementing an ERP, a client needed its legacy billing system replaced with fast, modern, easy invoicing functionality. Commercial third-party products were considered—but they came with many more features than the client needed, even at the lowest subscriptions, and required standardization around their processes.
Effectiveness Multiplied: We created invoicing features that meet the client’s workflow exactly—but with automations that dramatically speed up their process, compared with their old system. Today the invoices go out with 70% less effort.
Before WebINTENSIVE: News flash: kids don’t like getting shots and don’t being singled out from their peers in a potentially stigmatizing way. These were barriers to adoption faced by a pharmaceutical firm bringing a new anti-allergy product for elementary school age children to market.
Effectiveness Multiplied: We leveraged insights into patient psychology and an understanding of both of key messages and patients’ objections. We then staged the apps’ interactions and messages in a way that engages and persuades. We also optimized interface presentation to guide eyes and thoughts and to omit non-contributing elements. We wouldn’t go so far as to say the app made the kids happy about the shots, it did measurably improve their comfort with the situation.
Before WebINTENSIVE: With the opioid crisis destroying lives, a public entity needed help turning ordinary people into life savers.
Effectiveness Multiplied: The brief: create a mobile app to train non-medical professionals in the emergency administration of Naloxone. The approach: We leveraged insights into educational psychology and best practices to boil down to the essentials what users need to know.
We then crafted the app to walk users through visual and editorial content. User testing achieved high success rates for proper administration by first-time testers and high retention of key steps during later follow-ups.
Before WebINTENSIVE: A multibillion-dollar hardware supplier needed to speed up a complex work process by helping staff find specific data quickly and keep a specialized business database up to date. As a dataware housing supplier, it really mattered how they managed their own data.
Effectiveness Multiplied: Our solution included a custom database and a Web-based search tailored to the client’s unique workflow, with the ability to display trends and geolocation data in graphic form. The powerful search system incorporates many relevancy algorithms and heuristics to distinguish more relevant from less relevant results.
Automated validation and data quality checks help ensure particular data are reliable and safe, while matching algorithms help determine which records and values to update. With its highly intuitiveWeb-based interfaces, the system requires relatively little training to use.The client now has a far better way to manage a crucial aspect of its business, while fostering higher productivity and lowering administrative costs.