Case Studies for Industry, Processes, and Technologies
| Project Background | A major provider of health insurance – member of a national association of health care plans. The company delivers individual and group health plans and third party administration services to large clients |
| Business Challenge | Sales and enrollment process was overly complex, didn’t meet different needs of different customer segments |
| Project Approach | Two person project team worked with cross-functional team of client staff, departmental management, and executive management over six months to: • Determine client expectations and appropriate metrics for the process • Map core activities and develop “as-is” process maps • Review process disconnects and design new “to-be” process maps • Develop system requirements necessary to support re-designed process • Create new roles, position descriptions, and organization charts for affected departments • Develop implementation plan and business case for required investment |
| Business Benefits | • Client implemented recommendations in Marketing, Underwriting, and Customer Service departments to improve service and reduce cycle time • Customer Service recommendations reduced abandon rates from 12% to 2% and improved service levels without hiring staff • Process analysis and business case justified necessary staffing increases and new positions in Marketing and Sales • System requirements incorporated in RFP for new system by client’s IT department |
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