BroadVision promotes e-business self-service initiative

BroadVision executives on Wednesday stressed that self-service is the way to maximize return on investment in e-business efforts and dramatically reduce costs.

The company hailed its BroadVision Solution Value Proposition program, which has been available since June and features tools enabling companies to assess their e-business and self-service needs and develop strategies.

Enterprises already are saving, according to Chris Grejtak, executive vice president of marketing at Redwood City, California-based BroadVision. He cited British Telecom PLC as one customer that has successfully implemented a self-service program that moved business processes from a call center to a self-service model.

"Many of those activities being handled by the call center actually were being done at a cost of US$4 per call," and now cost less than 5 cents a call, Grejtak said.

BroadVision's program features a "Self-Service Opportunity Assessment," which includes an online tool for executives to maximize e-business initiatives. Also part of the program is an "Executive Briefing Workshop," which helps executives better understand results of the opportunity assessment and determine which business processes can be transformed into a self-service model. The third phase is a "Business Case Analysis," for developing a rationale for self-service and promoting BroadVision solutions.

The BroadVision program provides an important precursor to implementing self-service, said Joshua Greenbaum, principal analyst with Enterprise Applications, of Daly City, California.

"This idea of tackling the essential questions of ROI up front before the implementation begins I think is absolutely essential in the marketplace today," Greenbaum said.

The Children's Hospital of Philadelphia has implemented a Web self-service program based on BroadVision's model. An official of the hospital stressed that information provided via self-service must be accurate and targeted.

"[People] want very targeted information, they have very low tolerance rates for finding the wrong information," said Evan Crawford, executive director of e-health and e-transformation at the hospital.

"People are willing to do things on their own on the Web if it means getting faster care for their children," Crawford said.

Children's Hospital of Philadelphia, according to BroadVision, has built a system using BroadVision's software that integrates 115 systems at 45 locations into one portal. The portal gives doctors real-time updates on patient referrals plus lab reports, prescriptions, medical content, and even discussion groups on specific conditions.

The self-service application has "created a tremendous bond" between the hospital, patients, and families, Crawford said.

The three-stage BroadVision program can cost corporations as much as $30,000.

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