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Case studySecure Health Solutions

Modernizing global service-agreement tracking for a health and security provider operating in 90+ countries.

Industry
Insurance
Headquarters
New York, United States
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Secure Health Solutions
90+
Countries served
Key Metrics Measured after
rollout
0%
Faster Contract Review
0%
Compliance Increase
0%
Revenue Growth
Background

A global service-agreement process outgrowing manual contract review.

Secure Health Solutions is a global leader in integrated health and security services, empowering businesses, including Fortune Global 500 companies, to ensure employee safety and mitigate operational risks.

With 81 offices in over 90 countries, the company handles nearly 4 million assistance calls annually, providing 24/7 access to health consultancy, emergency medical response, medical equipment provisioning and air ambulance operations.

It also offers tailored risk management strategies, leveraging advanced technology for real-time monitoring, predictive analytics and compliance support, ensuring organizations can safeguard their workforce while maintaining operational resilience.

Background
Insurance
New York, United States
Challenges faced & defined solution

5 real bottlenecks. 6 matching fixes.

Every operational bottleneck reported was matched to the workstream(s) that resolved it.

The challenge

Identifying Service Agreement Deviations

Deviations from standard contract templates during negotiations were difficult to detect, leading to untracked and unauthorized changes, which posed compliance risks.

Defined solution

Automated Document Processing

Optical Character Recognition (OCR) technology was deployed to convert scanned service agreements into searchable text files. This allowed the system to identify deviations efficiently during negotiations, streamlining contract reviews.

The challenge

Mitigating Contractual Risks

Unapproved modifications in contracts introduced significant risks. A robust system was needed to track, flag and manage these changes effectively.

Defined solution

AI-Powered Deviation Detection

An LLM-agnostic AI model was implemented to automatically detect deviations from standard templates, flagging potential risks and reducing manual oversight requirements. The system categorized deviations by severity, prioritizing high-risk changes for review.

Contractual Risk Flagging

High-risk deviations were automatically flagged with detailed audit trails, ensuring proper oversight and reducing legal and compliance risks. Real-time alerts and dashboards allowed for proactive management of flagged agreements.

The challenge

Enhancing Global Transparency

With contract agreements managed across multiple regions, there was limited visibility into modifications, making it difficult to ensure consistency and control over contractual obligations.

Defined solution

Multilingual Contract Handling

A multilingual translation system was integrated to manage agreements in various local languages. This ensured that all changes were visible and compliant with regional regulatory requirements.

The challenge

Search Clause Flexibility and User Input

Users required the ability to add customized questions for dynamic clause searches. These questions needed to be moderated by administrators before inclusion in the database.

Defined solution

Dynamic Search and Clause Visibility

A centralized database enabled dynamic clause searches, with an interactive user interface for submitting customized questions. These submissions underwent moderation by administrators before being incorporated, enhancing flexibility without compromising control.

The challenge

Capturing Additional Business Opportunities

Missed opportunities arose when additional services introduced in one agreement were not leveraged across other contracts, requiring a mechanism to identify and replicate these changes.

Defined solution

Opportunity Identification for Service Expansion

The system tracked deviations and identified where additional services were introduced. These insights were shared with business development teams to replicate offerings across other clients, unlocking new revenue streams.

The Impacts

Real, measurable improvements in compliance, efficiency and revenue capture.

Efficiency and Accuracy

Automated document processing reduced manual effort, improving efficiency and accuracy in contract reviews.

Enhanced Risk Management

Global visibility into agreement changes strengthened compliance and mitigated contractual risks.

Increased Revenue Opportunities

Tracking deviations helped identify additional services that could be leveraged across multiple contracts and unlock new revenue opportunities.

Improved Flexibility

User-added search queries enhanced customization while maintaining administrative oversight.

Reduced Legal Risks

Automated flagging of high-risk deviations minimized exposure to legal and financial liabilities.

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