ServiceSPAN: Overcomes Cloud and Legacy Barriers

Daniel W. Corcoran, President and Founder Daniel W. Corcoran, the President and Founder of New York-based company, ServiceSPAN landed his first customer, a Fortune 100 company in the telecommunication sector, who quickly introduced him to the challenges of negotiation and overall leadership. To get it right the first time, Corcoran abides by the principle “the best leaders are only as good as the team they work with.” Leading by example, Corcoran, an adept sailor says, he manages his company similar to the way he sails. The racing of a 39-foot cruising sailboat requires inspiration, communication, delegation, flexibility, and the shared trust of an outstanding, handpicked crew. Likewise, he believes in inspiring his team, leveraging diverse talent, and accomplishing more through collaboration than through micro-management to collectively enjoy the rewards of success.

Corcoran explains, given the scarcity of capital, companies are being prevented from consolidating distinct silos of workflows and data repositories, modernizing their core software applications or taking full advantage of SaaS innovation. ServiceSPAN’s team of experts work with leading corporations to eliminate the cost and risk of replacing existing systems, so they reap the benefits of modernizing or consolidating applications without the actual cost. This is achieved by overlaying an agile software application and support that affords businesses a powerful option to break through the barriers of their legacy applications.

Leveraging domain knowledge in process discovery and analysis, the firm’s Commercial Off-The-Shelf (COTS) software, Work Center Manager (WCM) combines data, business logic, and triggering events from cloud, legacy, and next gen business software. This provides additional automation and a single application to knowledge workers in an enterprise.

The Decisive Factor

“The most important decision taken in my entrepreneurial journey was the creation of our first COTS product in the face of overseas competition for custom software solutions,” says Corcoran. To do that, in 1995, the firm ceased sales activity and got into an R&D mode for three straight years, dwelling deep into SOA and other technologies and moving all customization into a browser-based configurator. “It was a smart bet that created a huge differentiation in deployment cycle time and restored company momentum,” states Corcoran.

WCM aggregates information systems to create uniform high-context mission-specific environments for informed, guided and undistracted work progression.
Processes are modelled in an integrated web-based environment in terms of their data structure, control flows, external integration, work routing, presentation, and security controls. Work routing takes into account priorities, due-dates, jeopardy status, work schedules, work-load strategies, required skills, geographic locations, explicit assignments and external triggering events.

“We have reengineered our product to support process consolidation so that end users juggling a mix of desktop tasks and inbound calls, across multiple work silos, receive prioritized work so precisely that the software decides and ensures the right work gets to the right person on time,” says Corcoran. A smart task-oriented GUI, productivity tools, and precise performance measurement helps to meet every SLA. Activity metrics reporting provides important feedback for continuous process improvement and resource management in consolidated work environments. “The combination of our domain knowledge and WCM’s ‘Agile friendly architecture’ really helps our clients achieve rapid transformation to reach measurably improved processes,” states Corcoran.

Charting an Impactful Path

Leading his company into two high barrier industries like telecom and healthcare, Corcoran points to the firm’s solutions, continuing to gather momentum in these sectors. In telecommunications, for instance, ServiceSPAN created a geographic fence in an overlay to a global inventory and circuit assignment mainframe workflow. By doing so, the employees in one international region cannot execute transactions to build, change or view the topology of data circuits in another region. For example, users in Singapore cannot see which customers are assigned to a fibre optical cable spanning a bridge in New York.

Corcoran draws attention to a particular instance where for a leading communications company that had many order systems, how ServiceSPAN overlaid new workflow and GUI to enable knowledge workers to complete complicated tasks more reliably. With high reliability, verification tasks were eliminated and new automation opportunities appeared and were executed. The end result was shorter delivery intervals to customers, earlier revenue recognition, and scalability of seasonal work volume.

In healthcare, ServiceSPAN overlays new workflows across revenue cycle, clinical, and document management applications reducing complexity so employees can follow a less labor intensive process. Backlogs are eliminated and the competitive advantages of new processes are realized without user frustration. Such solutions provide the cost benefit of combining old legacy and new cloud applications, without the excessive costs of modernizing legacy applications.

Taking pride in creating solutions that positively benefit medical communities and help patients get better care, Corcoran opines, “We are fortunate for all the highly complex integration, manual process, compliance and risk challenges our telecom clients engage us in, trusting we will successfully improve the lives of their employees and better serve their millions of customers.
They have made us capable and competent in reaching out to healthcare where our solutions directly impact human condition.”

In the healthcare sector, for instance, government DSRIP projects challenge hospitals to comprehensively improve patient health, which requires new workflows that cross a diverse array of service providers in each community. As hospital systems struggle with this and other Obamacare initiatives, ServiceSPAN is in a unique position to help reduce the resource impact on their IT departments, by combining old and new applications to meet their transformative needs.

Adjudged as the Ernst and Young Entrepreneur of the year award finalist in 1999, Corcoran’s stewardship ensured that an early solution deployed by the firm, integrated with over 500 connected systems in real-time. ServiceSPAN stands apart from other vendors by contractually accepting risk throughout the entire process beginning with the 20/20 Analysis, design and requirements documentation. The 20/20 Analysis involves observations of employees working manual processes in the business, gaining an understanding of the software applications they use and what can be made more efficient. “We also offer a unique post-sale service for ‘interface continuity’, which means our solution’s interfaces are up to date with 3rdparty software changes at a fixed cost,” says Corcoran.

Reflective of the amazing journey forward, Corcoran says, “The next big challenge is to engage an evolving SaaS provider to enable their innovative services to integrate and augment clients' legacy software applications so that knowledge workers use them efficiently in the context of the SaaS solution, rather than disjointedly.” “For example, by legacy-enabling a SaaS provider of innovative healthcare solutions, we may be able to help hundreds of hospitals transform processes, bridge workflows and seamlessly extend informed trust to 3rd parties so they can best collaborate on patient care. The success of such a partnership would enable ServiceSPAN to play an even greater role in improving medical outcomes,” concludes Corcoran.


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Company
ServiceSPAN

Headquarters
New York

Management
Daniel W. Corcoran, President and Founder

Description
Domain knowledge and software solutions that remove complexity enabling employees to make excellent back office decisions and efficiently meet the needs of your customers and the communities you serve.