Implementing a Streamlined Insurance Platform for Healthcare Providers

Our multi-billion-dollar client is a national leader in liability insurance solutions for healthcare professionals and facilities. The company has grown exponentially over the past two decades, resulting in several divisions within the company having their own stacks of systems and business processes. These systems had low levels of adoption and functionality in an industry where complex medical claims and strict regulations make consistency and efficiency critical.

The client needed to consolidate their processes into a single customer platform with the goals of:

• Improving IT maturity and modernizing legacy systems
• Reducing claim processing time
• Improving partner and customer communication

For this initiative to succeed, the client was seeking an implementation partner that would guide the client through Salesforce architecture decisions and had the systems integration experience to harmonize information from various applications in the enterprise.

Enter Centric: Consolidating Systems for Speed, Efficiency And Accuracy

As they undertook this massive transformation, our client partnered with Centric’s Salesforce and Operational Excellence practice areas to supplement their team on both the tech and business sides of the organization.

MuleSoft — Salesforce’s integration software — is a core component of the new platform,  acting as the integration layer between the client’s different software applications. Our Salesforce team initially provided a few integration architects to manage the company’s integration platform, and our experts continue to provide MuleSoft expertise as they scale this support to more than a dozen onshore and offshore architects and developers.

We’re also working with our client to implement the full Salesforce Sales, Marketing and Service Cloud solutions in 2025, developing workshops to help guide the project. The Salesforce Marketing Cloud suite will help achieve the company’s goal of improving customer communication by allowing our client to provide personalized experiences and increasing engagement in the new platform.

As the business transformation initiative gained momentum, our client also brought in a small tiger team of our Operational Excellence experts to assess current state processes and develop optimized future state processes. This work focused on underwriting, claims, finance, risk management, and IT service management.

The Results: A New Platform That Lets Employees Focus on Their Work

The new platform will empower healthcare providers to navigate between insurance systems more easily, allowing them to focus on the technical aspects of their jobs rather than the backend processes and systems that accompany them. This will result in improved premium retention and higher conversion rates on new business. Our team has partnered with the client on every step of the new customer platform implementation. We have also served as the primary firm that the CIO trusts to solve the solution’s critical integration needs and to implement their large core system.

Conclusion

Legacy systems are always challenging, but the challenge becomes greater in the wake of significant growth. Which systems should stay, and which should go? And for the ones that stay, how do you modernize them into newer systems?

In these cases, you need experts working on multiple levels, from role-based consultants to teams that can implement new software solutions or deliver a more holistic view of your processes. You didn’t get to where you are overnight, but with the right team, the solutions might come sooner than you think.