Health plan members expect the same easy, digital experience that they receive in other daily interactions. Leading companies meet those expectations because they’ve created deliberate omnichannel communication strategies – supported by strong leadership, well-coordinated processes, and modern technology capabilities.
Many health plans, however, are still trying to catch up. We’re ready to change that.
We bring a distinct point of view, based on our experience leading communication modernization for health plans of all sizes. Our approach rests on simple but fundamental principles: Notably, this is a journey of steps—not a project—and there is no one-size-fits-all solution. Our multidisciplinary team of experts in health plans, technology, and communication is purpose-built for this challenge—armed with the tools and experience for creating the right strategy and capabilities for your organization and members.
It’s an undeniably different approach that can accelerate your path to value and deliver long-term benefits that far exceed the short-term costs.
You can’t modernize with a purpose unless you have a clear picture of the present. We know where to look. Our team comes prepared with tools to hold productive working sessions and interviews with business leaders, inventory and analyze communications for efficiency and effectiveness, and assess your core technology and data management capabilities. Our assessment surfaces process, technology, and organizational issues and provides concrete input into a strategy for modernizing communications.
An effective communication strategy flows from the needs and expectations of your members. We use techniques such as personas and journey mapping to “empathize” with your members and learn how to best meet their expectations.
We’ll use this input to develop a customized omnichannel communication strategy – built on five core capabilities that, together, create a meaningful digital member experience:
Finally, because this is about creating value, we’ll work with you to prepare a financial model, grounded in data, that illustrates the business benefits—from cost savings to member retention and more.
The core capabilities of an omnichannel strategy require the right business and technology architecture. With an approach grounded in using technology to unlock business value, we will help you determine the right architecture for your organization based on member needs, business functions, and existing technology—whether that is a multi-channel marketing hub with all necessary capabilities above or a hybrid solution using the best platform for each specific capability.
Because change takes time, we will create a long-term plan to move your organization from today’s systems and data sources to architecture that unlocks the full value of omnichannel communication.
Modern, omnichannel communication isn’t just about technology. In fact, processes and organizational factors will have as much bearing on success as the tools you use to communicate. Our communication and organizational change management specialists have done this many times and will help you put all of the right pieces in place: