Overview

Through improved data quality, optimized process outputs, and 20 automations, CrossCountry Consulting’s Data Transformation & Analytics experts redesigned a vision care provider’s back-office infrastructure and delivered measurable, scalable time and cost savings. Utilizing a strategic future-ready methodology, the company was now prepared for revenue growth without requiring expanded headcount to process transactions.

Expertise delivered

  • Robotic process automation
  • Finance process and infrastructure redesign
  • Data quality enhancement and management
  • Center of Excellence
  • Cost transformation
  • Post-production support

Challenge

A multi-location vision care provider needed to redesign its back-office infrastructure so that it could fully support future growth without adding headcount. Parallel to this objective, management also wanted to improve data quality and process outputs but lacked the time needed to perform certain functions. 

CrossCountry Consulting was engaged to build robotic process automation (RPA) solutions that would mirror the actions of employees who traditionally:

  • Made journal entries.
  • Performed routine claims processing and cash application.
  • Performed three-way matching for invoices, purchase orders, and goods receipts.

Automating these tasks would enable the company to optimize its back office with reduced overhead. 

How We Helped

CrossCountry worked in collaboration with stakeholders from each client department to assess all relevant processes in detail, including pain points and data quality challenges.

Once aware of the full scope of problems, our team of RPA experts designed more than 20 automations in various areas of Revenue Cycle Management (RCM), Accounting, and Procure-to-Pay processes.

55K

annual labor hours saved

$1.3M

annual labor costs saved

$4.75M

annual revenue retained

Additionally, the team established a Center of Excellence (CoE) to guide and scale the RPA program so that the value of the initial engagement had greater longevity. This work included ongoing post-production automation support, such as making fixes, implementing updates, and recommending further enhancements.

To help track the total performance of the automations, the team put into place a monitoring mechanism that collected data on:

  • Hours saved.
  • Money saved on employee costs.
  • Transactions processed.

This allowed the client to measure return on investment.

Results

CrossCountry’s impact was multi-dimensional and led to additional windfalls throughout the business in the form of:

Speed and quality:

  • Exponentially increased the speed and accuracy of transaction processing.  
  • Improved data quality and processing consistency across the RCM and purchasing function.  

Financial savings: 

  • Achieving nearly 5X Return on Investment (ROI).  
  • Currently saving 55,000 labor hours and ~$1,300,000 in labor costs annually. 
  • Retaining ~$4,750,000 in revenue annually by timely processing claims to avoid costly write-offs. 

Positioned for scalable growth:  

  • Positioned the company for revenue growth and geographic expansion without needing to expand headcount to process increasing transaction volume.