DENVER, CO--(Marketwired - September 21, 2016) - Some states have chosen to offer state-based official health insurance marketplaces to meet the requirements of the federal Affordable Care Act. As with all health insurance marketplaces, the goal is to help residents lower their healthcare costs, promote health and eliminate health inequalities. After completing the second open enrollment, a state health benefit exchange identified the need to update their CRM platform and improve their operations to serve customers better, gain insightful information and enhance their overall operations. To help facilitate this, an RFP was issued in 2016 identifying the needs and Eventus Solutions Group was chosen as part of a larger team to help implement overall contact center changes. This is Eventus's third Oracle Service Cloud platform installation for a state-based Health Benefit Exchange.
When starting the process to improve their contact center in early 2016, the state health benefit exchange was looking for a unique solution including contact center sourcing and technology that was cost effective, provided needed improvements to streamline the support of providing insurance to its residents and helped solidify the ongoing efforts to provide healthcare effectively. Eventus Solutions Group and its partners presented a solution that exceeded the initial goals of the state health benefit exchange, and upon winning the RFP – and completing delivery of the Oracle Service Cloud platform in early September – helped position the state health benefit exchange for success in their upcoming third Open Enrollment.
To deliver an effective Oracle Service Cloud platform that included data conversion, migration from the existing platform, Chat, Customer Portal and Advanced Workflow automation, Eventus Solutions Group leveraged an approach with multiple phased software implementations. Eventus facilitated the requirements and process design sessions and subsequently developed and configured the platform to include new taxonomies, support training, email incident processes and system training. Included in the new platform was the enablement of a HIX interface with the Oracle Service Cloud platform via CTI, necessary to maintain data integrity and keep a single source customer record.
To help improve the customer experience, Eventus implemented CSAT surveys and reporting analytics to provide insights into project KPI measurement. The Oracle Service Cloud implementation introduced a platform that helps improve customer interactions, contributes to reducing ongoing support costs and provides valuable customer insights positioning the state health benefit exchange for success through the upcoming Open Enrollment period and beyond.
"With Health Benefit Exchanges competing with established insurance companies to provide cost-effective solutions, enabling contact centers with Oracle Service Cloud provides integration advantages, efficiencies that allow for cost reduction and omnichannel support options necessary to service today's consumers," said Craig Tobin, Eventus Solutions Group Managing Director.
Eventus Solutions Group is a nationally recognized consulting and managed services firm that helps its clients optimize the way they engage with their customers in the contact centers and via digital channels. The company's unique business model has earned it recognition on the Inc. 500 list of fastest growing private companies and has helped Eventus build a client list that includes some of the most well-known brands in healthcare, insurance, retail, communications, government and other industries. For more information, visit http://www.eventusg.com, or follow us on LinkedIn or Twitter @eventusg
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