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.

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.