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Sales & Support Automation Improved Sutter Health Plus KPIs

Sutter Health Plus is an HMO health plan affiliated with not-for-profit Sutter Health. They offer affordably priced health plans to individuals and employers in the greater Sacramento, Central Valley and Bay Area communities.

Industry

Healthcare & Insurance

Staff

3,000+ Employees

HQ Office

Roseville, California

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success story

Services Performed For Sutter Health Plus

  • Salesforce Implementation
  • Salesforce Strategy Consulting
  • Salesforce Managed Services
  • Five9 Strategy Consulting
  • Five9 Staff Augmentation

Product Services Included

  • Financial Services Cloud
  • Marketing Cloud
  • Digital Engagement
  • Informatica
  • Salesforce Custom Cloud
  • Five9
  • Einstein Analytics
  • Shield

challenges

Salesforce Challenges

Sutter Health Plus experienced the following Salesforce challenges.

  • One Salesforce system shared by Sutter Health and Sutter Health Plus.
  • Patient data from Sutter Health should be available to upsell Sutter Health Plus plans.
  • Support and Sales team should use the same system to manage sales and cases.
  • Must accommodate 300 person call center for Support and Sales.
  • Need for internal communication platform.
  • Need to integrate with multiple healthcare systems.
  • Need to integrate with multiple lead generation vendor systems.
  • Sales and Support team needs process automation.
  • Disaster recovery: agents should be able to work from home if needed.
  • PHI, PII & HIPAA compliant system design is required.

solutions

Salesforce Solutions

FormativGroup provided the following Salesforce Solutions to Sutter Health Plus.

  • Over 800 users moved to Sales Cloud, Service Cloud.
  • Service Cloud: custom Service Cloud consoles, support process, process automation, knowledge articles, solutions, cases created/defined by type, plan family.
  • Sales Cloud: sales process, process automation, prospects, web to lead from over 50 sites and prospect assignment.
  • Agent custom skill assignment console for managers.
  • Implemented email case queues based on priority.
  • Created reports & dashboards to track case SLA’s & KPI.
  • Custom webservices to integrate with various health care systems and vendor systems using WS security restrictions.
  • System is built according to PHI, PII & HIPAA regulations.
  • Chat is enabled for internal communication.

results

Salesforce Results

Sutter Health Plus experienced the following Salesforce results with FormativGroup’s Consulting Services.

  • Sales and support data is in one system.
  • Data is stored according to PHI, PII & HIPAA regulations.
  • Sales and support automation is reducing 99% of human error.
  • Chat is used for internal communication.
  • Data is accessible from multiple external systems through web services.
  • Agents can now work from home as needed.
  • Sales and support numbers are consistently meeting KPI’s.
  • Leadership has clear visibility using reports & dashboards for measuring ROI.

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