CEBP Series Part 3: Increase Notification Precision

3 Apr 2012

This is part three in a review of the seven major applications for Communications Enabled Business Processes (CEBP) as introduced in "UCStrategies VAR-SI Series: Building Your UC Applications Practice." Part three will look at the CEBP applications that will "Increase Notification Precision."

The purpose of Notification Precision is to get the right response to an important event in the least time, with the least effort, and with the least chance of error. In many cases, enterprise actions and processes are triggered by some exceptional or external event. This might be some element of a manufacturing production line failing or falling below specified thresholds; or it may be a complaint from a customer or citizen; or perhaps it is a high risk situation such as a hazardous material spill from a cargo vehicle. Whatever the cause, there are almost always a set of rules that guide the proper response to the situation and a specific set of personnel who need to be notified and engaged. Since the rules can often be complex and since the personnel to be notified will vary based on shift assignments, time of day, and the skills required for the nature of the triggering event, this can be a very complex, possibly time-wasting, and error-prone situation with most existing communications tools.

Now, with CEBP, software can intercept the triggering event or alert and can initiate, guide and track the communications from start to finish. The right personnel, both inside and outside the enterprise, can be notified via the most appropriate communications method and the responses to the notification can be tracked and logged to achieve effective outcomes, with records to assure compliance to standards or regulations.

Benefits

Benefits from Notification Precision applications include: reduced errors and rework rates since the right person is notified promptly; improvements in customer service levels or SLA performance; improvements in safety and quality for the enterprise; and lowering risk profiles and insurance costs.

Case Studies

Here are several case studies which highlight the value of notification precision based on CEBP tools.

  • Wayne Memorial Hospital in Goldsboro, North Carolina, found they could Increase Notification Precision to nurses for patient monitoring alerts and for lab results. Previously, pagers were in use, but those provided only limited information and did not provide confirmation of delivery. Using Extension Inc. HealthAlert CEBP software, nurses now receive more context-rich visual alerts on the display screen of a Cisco 7925 Wi-Fi handset. Wayne Memorial Hospital has been able to improve their safety scores and patient satisfaction scores while streamlining workflows.

  • Convergent Solutions developed a crew dispatch system for responding to utility system or network outages. Through rapid, software-assisted notification, the utility provider can more quickly notify and assemble the right crew for the task based on location, skills, availability and labor rules. This CEBP solution uses Microsoft Lync and Exchange for any combination of notifications via an outbound phone calls, instant messaging (IM) or short text message (SMS), and gathers the confirmations and declines using Interactive Voice Response (for calls) or query response bots (for IM and SMS).

The CEBP applications to Increase Notification Precision are especially effective because software is used to assist in the speed, accuracy and completeness of the specific business process. Software algorithms can compute and launch communications instantly and automatically. Also, software algorithms can send single alerts and track confirmation, as with Wayne Memorial Hospital, or can send many alerts and capture the sequence or responses or bids to assemble a team or assign tasks, as shown by Convergent Solutions.

Increase Notification Precision should be a very interesting application for most systems integrators (SIs), since these applications will require solution design, software development, and usually connection to business software applications or appliances. At Wayne Memorial Hospital, the Extension Inc. communication system needed to be integrated to the Rauland-Borg nurse call system and also to the MEDITECH Electronic Medical Record system. SIs who build such expertise will have a natural ongoing market for their skills, far beyond the initial system sales cycle, since customers usually find multiple opportunities to Increase Notification Precision.

Next week: Improve Contact Success.

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Also on UCStrategies.com in this series:

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