Case Study
A Clearer Path to Care for Massachusetts Health Connector
Challenges
Massachusetts Health Connector, the state’s health insurance marketplace, needed to manage complex healthcare cases at scale while ensuring seamless coordination across systems and teams.
Without a centralized case management platform, the organization faced critical limitations:
Which resident inquiries, applications, and cases required timely follow-up across multiple service channels
How to standardize workflows for call center operations and case handling
How to maintain data integrity while integrating with an existing external state system
How to enforce strict security and compliance requirements across a shared infrastructure
Manual processes and fragmented systems made it difficult to deliver consistent, efficient service to residents.
Salesforce-Based Solution
Massachusetts Health Connector adopted a Salesforce-powered case management platform to centralize operations, streamline service delivery, and support secure cross-state collaboration.
- Automated case intake and routing: Streamlined email-to-case and service workflows for faster response times
- Multi-tenant architecture: Enabled shared infrastructure with state-specific configurations
- Advanced security model: Applied permission sets and rules to enforce complete data isolation
- Custom call center workflows: Standardized processes to improve service consistency
- Real-time reporting: Delivered dashboards for visibility into operations and performance
Results
Operational Efficiency: Streamlined case management and reduced manual handling across service teams
Improved Service Delivery: Enabled faster, more consistent responses to resident needs
Scalability: Established a flexible framework to support future enhancements and multi-state collaboration
