About the client
The client is an innovative healthcare provider who offers high-quality and affordable healthcare plans to self-funded business employers.
Client challenges
The client faced significant challenges as they managed and tracked case activities through an outdated Member Care app, which required subsequent follow-ups. The app’s limited features made it difficult for users to identify and navigate relevant cases and associated accounts and manage escalations, causing time delays and lower productivity.
Solution
LevelShift implemented a comprehensive case management and CRM solution to streamline customer interactions, improve workflow efficiency, and enhance the Member Care app experience. The solution included:
- Automated tracking and classification: Automatically tracked and categorized customer interactions within the case management system, reducing manual follow-ups.
- Enhanced user interface: Improved the Member Care app to display account hierarchies clearly, enabling more efficient case handling.
- Customized Member Care app: Tailored the app to the organization’s unique needs, supporting systematic and productive operations.
- Focus on high-priority activities: Streamlined processes allowed the client to concentrate resources on critical tasks, improving overall healthcare service delivery.
Benefits
By implementing case management and automation processes, LevelShift enhanced productivity and streamlined information handling within Salesforce Health Cloud. The benefits include:
-
Efficient information navigation: Relevant data is easily classified and accessible, reducing time spent searching for details.
-
Improved productivity: Automation minimizes manual tasks, allowing staff to focus on high-priority activities.
-
Streamlined Salesforce Health Cloud operations: Optimized processes support smoother workflows and better case management.