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Case study

WBM pioneers the new way to demonstrate client value

Meet WBM

WBM Technologies, a Western Canadian leader in IT solutions, dramatically enhanced end-user engagement and productivity levels by adding BrainStorm platform access to its client service offerings. This report explores WBM's collaboration with BrainStorm, highlighting key strategies, outcomes, and measurable impact on specific clients, including a large health insurance company and a large property insurance company.

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WBM and BrainStorm: Building new frontiers in IT services

WBM's partnership with BrainStorm has supported a significant evolution in their approach to client engagement. WBM leverages BrainStorm's training platform to directly tie client activities to measurable results. Their commitment to this partnership is emphasized by their strategic initiatives aimed at addressing client needs and sustaining high levels of end-user engagement.

Strategic Initiatives

WBM's approach to client transformation includes a series of strategic initiatives designed to optimize client engagement and productivity, including:

  • Traffic analysis: By analyzing support traffic, WBM identified recurring questions and support needs and used BrainStorm to proactively train and support clients.
  • Accountability dashboard: Using rich insights from BrainStorm’s platform, WBM created a dashboard to track and sustain engagement, identify customer heroes, and highlight wins during executive reviews.
  • Custom solutions: In addressing specific client challenges, such as the property insurance company's transition to Microsoft Outlook (more below), WBM developed custom end-user workflows and educational content served to users via BrainStorm.
  • Weekly tips: WBM's 'Tips of the Week' are short emails that provide bite-sized, valuable insights tailored to client needs, enhancing satisfaction and end-user engagement. These tips are created and delivered using BrainStorm.

Impact and Key Results

The collaboration between WBM and BrainStorm has yielded impressive results, saving clients significant time and resources.

Notable outcomes include:

  • Nearly 150,000 end-user hours saved overall, including 66,600+ hours saved in the last year alone.
  • A customized solution for a large property insurance copmany that (in one instance) saved claims adjustors 3,763 minutes per day in less than one week.
“

BrainStorm’s support has been indispensable in achieving these remarkable results," said Jody Sagen at WBM. "Their platform, expertise, and collaborative approach have enabled us to address key challenges and implement innovative solutions that drive significant time savings and productivity gains for our clients."

Jody Sagen

Director, Technology Experience & Enablement

WBM

Success Stories

Large Health Insurance Company

This health insurance company came to WBM for help addressing collaboration inefficiencies, underutilized tools, and security vulnerabilities. Through WBM’s partnership with BrainStorm, they achieved:

  • A 710% increase in the usage of productivity and collaboration tools.
  • A 260% increase in ROI from Microsoft licensing.
  • Training of 30+ champions to support ongoing change.
  • A 111% increase in cybersecurity training.
  • 24 minutes reclaimed per user per day.
Read more here →

Large Property Insurance Company

One of this insurance company's collaborations with WBM focused on helping claims adjustors use their new Microsoft Outlook solution efficiently to save time and automate processes. Key achievements include:

  • Development of a workflow to streamline the extraction and saving of claim photos and pushing that training to the team that needed it, resulting in significant time savings.
  • Creation and distribution of an educational video that saved 3,763 minutes per day within 3 months.
Read more here →

Conclusion

WBM's integration of BrainStorm into their service offerings has transformed client engagement and productivity. By prioritizing client needs, leveraging data-driven insights, and fostering a culture of continuous learning, WBM has established itself as a transformative force and an IT solutions leader in the market. The success stories of these companies exemplify the profound impact of WBM's strategic initiatives, underscoring their commitment to delivering exceptional value to their clients.
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