With more than 900,000 members HBF has been supporting the health and well-being of Western Australians for over 70 years. HBF's focus on members has made them one of WA's most highly regarded organisations.
Members benefit from a large range of insurances, including: health, car, travel, home, contents and personal valuables, caravan, trailer, life and boat.
HBF increased member experience by implementing a new Task Management System that streamlines the assignment of member queries in a timely manner to the appropriate staff members based on task priority and staff member competencies. The new Task Management System could not work in isolation and needed to be integrated with other core HBF systems.
HBF leveraged their existing partnership with Empired to implement a robust, re-usable, standards-based approach to integrating their new Microsoft SharePoint Task Management System.
Integration was achieved using HBF’s TIBCO integration platform which emanated in Australia’s first implementation of the TIBCO ActiveMatrix BusinessWorks Plug-in for Microsoft SharePoint.
With such a concentrated focus on members, HBF identified that member experience could be enriched by streamlining the handling of member queries by automating the way that member query tasks are prioritised, bundled and assigned.
HBF receive member queries via a number of different channels including their website, call centre and branches. The solution for the new Task Management System had to be capable of receiving member queries from multiple channels as well as being easily extensible to enable the on-boarding of additional channels and systems in the future.
Interoperability with the Task Management System had to be standards based, easily maintainable and highly reliable.
“We pride ourselves on member experience at HBF. It is essential that all member queries make it through to the Task Management System for efficient actioning.” said Eric Wong, Digital Services Manager.
“Empired demonstrated that they understand the TIBCO platform extremely well and took a pragmatic approach to delivering the right solution for us.”
Core Services and Integration Manager, HBF
HBF developed a bespoke Task Management System using the Microsoft SharePoint platform. A strategic decision was made to utilise HBF’s TIBCO integration platform to provide the interoperability that HBF systems require to deliver member queries to the Task Management System.
HBF engaged Empired to leverage their specialist TIBCO knowledge and capability. “Empired are regarded as the TIBCO experts in Western Australia and they have a proven track record delivering TIBCO solutions at HBF.” said Patrick Flynn, Core Services and Integration Manager.
Empired worked with HBF throughout the lifecycle of the project from inception through design, development, implementation and ongoing application support of the integration solution.
The TIBCO ActiveMatrix BusinessWorks Plug-in for Microsoft SharePoint was implemented by Empired to enable HBF systems to interoperate with the new SharePoint Task Management System.
The plugin inherently provides robust, highly scalable, standards-based integration capability out of the box. It was employed because it is easily configured without requiring any custom coding or intricate knowledge of SharePoint, is easily maintained with full vendor support, and is extensible to integrate with other SharePoint solutions.
Eric Wong said, “Empired worked very closely with us to deliver a solution that not only addresses our immediate requirements but enables us to easily integrate with any SharePoint solution in the future.”
“Empired worked very closely with us to deliver a solution that not only addresses our immediate requirements but enables us to easily integrate with any SharePoint solution in the future.”
Digital Services Manager, HBF
The new solution enables HBF to provide an enriched member experience via a streamlined approach to processing member queries.
“The processing of member queries is now more streamlined than ever. The new solution is fully automated and we can take comfort knowing that member queries will reliably make it to the right destination in real-time.” said Eric Wong.
The implementation of the TIBCO ActiveMatrix BusinessWorks Plug-in for Microsoft SharePoint has extended the capability of the TIBCO platform at HBF and provided the ability for HBF to easily integrate with other SharePoint solutions in the future.
”The re-usability and agility of the solution delivered to us has made our SharePoint platform a lot more accessible to other systems and we are now able to consider leveraging SharePoint within solutions where it previously wouldn’t of been considered.”
“Empired demonstrated that they understand the TIBCO platform extremely well and took a pragmatic approach to delivering the right solution for us.” said Patrick Flynn.