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Optimized Customer Operations with Automation & Visibility

The DC Health Benefit Exchange Authority (HBX) is a healthcare exchange program ensuring access to healthcare for all DC residents. HBX enables individuals and small businesses to find and purchase healthcare and benefit plans. The original homegrown system was not able to handle the new intricacies of complex cases, reporting was inaccurate, and brokers were inefficient due to lack of quality data.

Industry

Healthcare

Staff

100+ Employees

HQ Office

Washington, DC

success story

Services Performed For DC Health Benefit Exchange Authority

  • Salesforce Implementation
  • Sales Cloud Implementation
  • Service Cloud Implementation
  • Platform Custom App Implementation

Product Services Included

  • Service Cloud
  • Sales Cloud
  • Custom Cloud
  • Koa

challenges

Salesforce Challenges

DC Health Benefit Exchange Authority experienced the following Salesforce Challenges.

  • Broker inefficiency due to missing and bad data.
  • Dependent use cases could not be handled under the current setup.
  • System was not configured for complex business process.
  • The user interface was clumsy and contained redundant parameters.
  • Reports and customer notices were inaccurate.

solutions

Salesforce Solutions

FormativGroup provided the following Salesforce Solutions to DC Health Benefit Exchange Authority.

  • Custom development, custom pages, custom integration, and case management.
  • Custom app built on Salesforce Platform using Apex and Visualforce with embedded metrics to track cases and customer notices with scheduled reports and dynamic dashboards.
  • Email-to-Case and Web-to-Case modules implemented.
  • Developed a hybrid app to support 4 different business processes on a single application.
  • Built-in community templates (Koa) used.
  • Validation rules embedded into templates.

results

Salesforce Results

DC Health Benefit Exchange Authority experienced the following Salesforce Results.

  • Enhanced daily operations, resulting in a significantly improved user experience for all employees.
  • The ability to show metrics of cases resolved and processed gives stakeholders a visual.
  • Cases and customer notices can now be tracked with scheduled reports and dynamic dashboards.
  • Hybrid app has solved most complexities of cases.
  • Community Templates greatly improved the user experience.
  • Templates now show more accurate data.
  • Customer notices were streamlined.
  • Method of collecting customer data has been improved.
  • Agent metrics are available by dashboard.
  • Case management system metrics are available by dashboard.

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Awarded, Trusted & Proven to Deliver Salesforce Results

FormativGroup has been designing and delivering customized Salesforce solutions for organizations across every industry and size. Our proven track record of success and unwavering client satisfaction make us a trusted partner for your Salesforce transformation journey. When it comes to maximizing your Salesforce investment, FormativGroup is the team that helps you move forward with confidence.

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