Delta Dental Plan of New Jersey, the leading and largest dental benefits carrier in the state, has continued to brighten smiles by enhancing service levels and reducing operating expenses with the implementation of Concurrent Technologies’ Internet solutions. These solutions are secure, efficient Web-enabled applications that facilitate real-time claims processing, benefits management and eligibility inquiry.

Introduction
Enabling customers to help themselves through the use of online services is becoming the most appealing option for both the enterprise and the end-user. As businesses look to balance the demands of improving customer satisfaction, delivering cost savings and increasing revenues, Web self-servicing is the ideal solution.

Delta Dental recognizes the value of such a solution by offering their key constituents secure access to critical data anywhere, anytime through their full-service Web site. The company appreciates the stability and security of well-managed databases of information, while dental offices, subscribers and employers have the convenience and independence of helping themselves through the Web.

Positive Customer Experience --- Competitive Position
Diane Belle, Delta Dental’s Vice President of Corporate Communications, indicated that the company’s clients have responded very well to the dynamic online applications that offer real-time results. “Our business drivers have dictated that we ensure that eligibility submissions, benefits and eligibility inquiry, claims inquiry and claims submissions be readily available through the Internet to remain competitive,” Belle stated. “However, we do offer other unique value-added features for our business partners including procedure code databases with search capabilities for dental offices and subscribers; secure, downloadable forms designed for efficient information exchanges; FAQs and provider listings all of which contribute to managing our customer service costs.”

Delta Dental’s Web presence improves communications with key constituents through the use of e-newsletters, guestbook features that support customized messaging and online glossaries that can be easily maintained in-house. “With the Web and e-mail, we have effectively opened up new and more efficient ways to proactively provide useful information to current and prospective constituents,” Belle says.

Choosing A Technology Partner
Delta Dental chose Concurrent Technologies to help address their customer-facing, strategic goals employing the latest Internet technologies. “Concurrent offered full-service Web-based application design and development along with robust solution management,” Belle says. Specifically, Concurrent built the secure, HIPAA compliant online applications for Delta Dental’s business partners and manages those solutions in their on-site data center.

Michael Shirzad, President of Concurrent Technologies relayed, “There were some unique challenges that we needed to address to integrate data housed in Delta Dental’s existing databases and systems with the Web. Nevertheless, it is among our strengths to get our clients’ multiple platforms to work well together.”

Impact of The Internet Investment
The online suite of applications designed and developed by Concurrent to address Delta Dental’s strategic goals have delivered impressive results.

Benefits and eligibility inquiries average around 16,000 logins monthly. There have been over 3,000 registered dentists and more than 22,000 subscribers using the Web applications over the course of 18 months. Now, 78% of the claims received through the Internet are adjudicated without manual intervention. With the number of claims processed climbing due to Delta Dental’s large presence in the market, Internet processing plays a critical role in managing costs, securing brand presence and providing a competitive edge for the company.