Unified Enterprise Content Management Success Stories: Premera Blue Cross

Premera Blue Cross: A health benefits company serving more than 1.6 million members primarily in the northwestern United States—committed to improving its members’ health and to maintaining more sustainable costs.

Key business applications on a unified ECM platform: Oracle Universal Content Management serves as the content foundation for Premera’s four public Web sites, four types of portals (seven in total), company intranet and HIPAA document repository.

Benefits and results: Simplified multi-site Web content management with increased productivity related to Web publishing; HIPAA compliance; quick, easy updating and branding features; reduced shipping and printing costs; more timely and effective business communications; enhanced customer service.

“We chose Oracle to power multiple Web properties for two reasons. First, Oracle’s open architecture provides a
single platform and interface to develop extended applications. Second, we can use the Oracle system to easily distribute
content ownership and Web publishing responsibilities to business users through workflow automation—keeping our Web presence up-to-date and on-brand.”

—Dave Young, vice president of IT applications, technology services and e-business for Premera.

Emerson Process Management

Emerson Process Management: With more than 600 locations in 85 countries, a leading global supplier of products,
services and solutions that measure, analyze, control, automate and improve process-related operations.

Key business applications on a unified ECM platform: Oracle Universal Content Management supports more than 150
business applications at Emerson Process Management. The system serves as a central repository where all engineering, manufacturing and quality-related content is managed, including product literature, specifications and standards, policies, customer product certificates and even parts of and complete Web sites and intranets.

Benefits and results: Saved approximately $3.7 million in reduced printing, shipping, content storage and production costs because of an initial $500,000 investment; saves $40,000 annually in North America with a customer extranet for product certifications; extends the use of ECM dramatically without increasing costs or burdening the network or administrative and IT staff; eliminated an annual cost of $350,000 associated with storing, producing and distributing ERP reports on microfiche by automatically parsing and publishing mainframe reports; improved the productivity of employees by empowering them to find information quickly on the
Web rather than searching through hard-copy documents in filing cabinets; customers now acquire information about its products on the Web, speeding up the sales process and driving revenue.

“Three non-technical employees deployed our first Oracle-based application on their own, and today our entire Oracle Universal Content Management system still only requires support, update and maintenance from three non-IT staff members and a part-time technical contract person. Oracle Universal Content Management has enabled Emerson Process Management to quickly and easily develop an efficient, sophisticated infrastructure to power public-facing Web sites, and intranet- and extranet-based business applications. This infrastructure allows us to store a single version of content that can be re-purposed and shared across a number of global Web properties. As a result, our information management and distribution processes have been greatly enhanced, leading to reduced costs and increased productivity across our organization.”

—Mark Heindselman, Emerson Process Management’s manager of knowledge network and information services.