Transforming Regulated Communications from Print to Pixels-

Transforming Regulated Communications from Print to Pixels

Transforming Regulated Communications from Print to Pixels

Digital transformation makes new CCM technologies essential

Read the Report “Next-Gen Correspondence: Developing More Meaningful and Profitable Relationships with Customers"

Regulated customer communications have always been critical in verticals such as healthcare, insurance, and financial services. But since the onset of the COVID-19 pandemic, you’ve needed to reimagine communications as digital experiences. Businesses from retail to restaurants have made the switch from in-person to online—and consumers now expect every industry to offer seamless experiences across devices while allowing them to control the ways you communicate.

That’s tough in industries that have been mired in print communications and required to produce them to meet security, privacy, and regulatory requirements. But the recent digital acceleration makes it imperative to shrug off legacy customer communications management (CCM) systems in favor of new technologies. That’s driven by external drivers like superior customer experiences but also internal needs for growth and better employee experiences as well.

That’s the subject of a recent report entitled “Next-Gen Correspondence: Developing More Meaningful and Profitable Relationships with Customers, from Kaspar Roos and Will Morgan of Aspire Customer Communications Services. The report explains how you can overhaul and upgrade your communications to use new digital channels and develop deeper and more rewarding relationships that satisfy customers and keep them loyal.

Read the Report “Next-Gen Correspondence: Developing More Meaningful and Profitable Relationships with Customers"

The Shift from Marketing to Communications

A survey of 300 American businesses in July 2020 determined that nearly all identified customer retention as their top priority, an increase of more than 20% post-COVID. At the same time, the priority of digital transformation increased 35% and omni-channel communications rose almost 20%.

The response to the pandemic is a shift from acquiring customers to keeping them with superior digital interactions. Businesses are starting by reallocating marketing dollars to communications. That’s a smart move given that a majority of consumers chose to conduct transactions like bill payments and check deposits digitally for the first time in response to the pandemic. Consumers predict that two-thirds of their transactional communications will be exclusively digital by 2022. This digital acceleration has meant enterprises that traditionally overestimated their digitization rates have now exceeded their projections.

The New IT Infrastructure

Meeting consumer expectations today requires modernizing your IT infrastructure. You can do that by migrating from legacy or home-grown solutions or upgrading outdated CCM solutions—or both. The shortcomings of existing solutions make it difficult to scale, deliver omni-channel communications, support personalization, make changes quickly and cost-effectively, and ensure compliance.

Next-gen CCMs alleviate many of these issues, especially those based on the cloud. You can run them as stand-alone solutions or as part of a business process. Extensive features let you tailor software to support industry- or customer-specific needs, personalize at scale, support artificial intelligence and machine learning to speed processing and boost quality, deliver output on many channels, track and store every interaction, and enable a good user experience.

The Untapped Power of Digital

Digital communications today still look like electronic versions of static documents. Few companies take advantage of digital’s interactive elements, but younger consumers in particular want bi-directional interaction in real time, say Roos and Morgan.

“Email is seen as a broken channel and won’t be able to fulfill this need. Emerging mediums like rich communications services (RCS), WhatsApp, and Facebook Messenger do show promise, however, their lack of tracking and document management may make them less suitable. Increasing adoption of Artificial Intelligence and Machine Learning will power chatbots and other voice technology while portals may be supplemented by intelligent channels that allow customers to retrieve correspondence in easier ways.”

—Kaspar Roos and Will Morgan

Gen Z and Millennials, the wealthy, the tech savvy, and the COVID-wary will do whatever it takes for exceptional communications, including switching providers and paying more. That makes it imperative even for regulated industries to deliver relevant, personalized, and consistent communications wherever consumers want to receive them.

Learn more in “Next-Gen Correspondence: Developing More Meaningful and Profitable Relationships with Customers.”

Read the Report “Next-Gen Correspondence: Developing More Meaningful and Profitable Relationships with Customers"

Choosing a Customer Communications Management Platform for the Digital Age Choosing a Customer Communications Management Platform for the Digital Age-customer communications management

Choosing a Customer Communications Management Platform for the Digital Age

Choosing a CCM Platform for the Digital Age

Look for a solution that bridges older technologies and today’s workflows

Read the Gartner "Market Guide for Customer Communications Management" Report

For years, healthcare, insurance, and financial services companies have used customer communications management (CCM) to produce large numbers of transactional and marketing communications. These communications are often highly regulated and contain sensitive information that must be kept secure. But today, CCM platforms have transformed into dynamic, interactive systems that support personal, on-demand communications for experiences based on the customer’s preferences.

 

According to Gartner®, “CCM solutions typically include authoring and design tools, production services like composition and workflow, integration with source and delivery systems and applications, architectures that support deployment, and high security”. The best options enable growth and improved user experiences (UX) and customer experiences (CX).

For an in-depth look at cloud-based platforms that bridge older technology and today’s workflows—and advice on choosing a CCM solution—take a look at the ”Market Guide for Customer Communication Management” by Tim Nelms and Gene Phifer of Gartner.

Evolving Requirements

Investment and interest in digital channels have accelerated due to the COVID-19 pandemic, with businesses shifting from print to digital experiences. As a result, digital-first solutions are replacing legacy CCM platforms. These solutions enable interaction with users and integration with cloud app vendors. Although the majority of CCM batch processes have yet to migrate, a few leading organizations are using advanced solutions to deploy CCM batch processes in the cloud.

The trend is definitely toward the cloud, according to the report authors. With the focus on CX, particularly on digital channels, buyers want cloud-based solutions.

Gartner says, “By 2023, over 75% of all customer communication management implementations will be cloud or hybrid solutions.”

Vendors are responding with cloud software that lets enterprises consolidate CCM tools across lines of business and rationalize legacy content and templates. In addition, today’s solutions use a range of channels, provide smart and automated personalization, enable two-way interactions, and include tools that let even nontechnical business users update communications and manage content.

Contextualizing CCM for Lines of Business

According to Gartner, “the need for change is being driven by the wholesale redesign of CX across digital and nondigital channels. CCM is an important platform for CX, since it bridges both digital and nondigital experiences, which are essential to maintaining multi-experience services.”

Gartner further says, “Deploy design and authoring tools that share component content across multiple output formats, focusing on responsive design languages such as HTML5.”

Gartner also says, “The CCM market remains heavily focused on the requirements of highly regulated clients who need large volume, transactional document generation capabilities. The production of these documents has shifted from paper to electronic and is growing toward 50% digital delivery across industry.”

CCM providers can help lines of business by targeting evolving, niche applications, such as on-demand or ad-hoc use cases for buyers in marketing, sales, and customer service.

Selecting CCM Tools

Nelms and Phifer’s recommendations for CCM platforms include the following:

  • Make the capability to use digital delivery channels a primary CCM selection criteria.
  • Rationalize legacy CCM platforms using advanced artificial intelligence to analyze phrases and workflow technology.
  • Deploy design and authoring tools that share content elements across multiple output formats.
  • Target cloud deployments for interactive document generation and batch composition.
  • Target CCM tools for specific use cases.

 

To learn more about CCM market definition, description, direction, analysis, and recommendations, along with representative vendors, see ”Market Guide for Customer Communication Management.”

Read the "Gartner Market Guide for Customer Communications Management"

Gartner, Market Guide for Customer Communication Management, 9 June 2021, Tim Nelms, Gene Phifer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.


A Bimodal Approach to Social Media Helps Insurer Achieve a Stellar Outcome-

A Bimodal Approach to Social Media Helps Insurer Achieve a Stellar Outcome

As enterprise and customer demand for digital transformation grows, businesses face a real concern: how to maintain current workflows while moving toward new ones to support innovation and customer experience. A leading financial services group did both to launch a new line of boutique insurance policies on a social media platform. Now, review, approval, contract generation, and delivery takes less than 30 seconds.

Gartner Group explores the need for a combination of traditional and exploratory operations in the article “How to Achieve Enterprise Agility With a Bimodal Capability,” by Simon Mingay and Mary Mesaglio, September 2, 2016.

You’re already familiar with Mode 1—it’s stable and predictable, provides safety and accuracy, and takes a linear approach to change. In other words, it’s business as usual, with day-to-day operations dependent on information systems that have been in place a long time.

Mode 2 works with the digital channels needed today to deliver an exceptional experience to customers and prospects. This mode supports existing systems and workflows but is nimble and iterative, emphasizing agility and acceleration, and able to manage uncertainty and risk.

The financial services group took a bimodal approach to achieving their goal with strong results—18,000 new customers in the first month and 30,000 more in six months, with 3X more using the social media app instead of the website.

Read the case study “Insurer’s Business Soars”

Beat the Time to Abandonment

The financial services group was targeting a large, young, urban, population. Although a traditional insurance application process that takes three weeks is still available, the firm reworked it for the social media channels the next generation uses. The Elixir team integrated Elixir Tango into the core underwriting system, with the Tango API interface to connect back-office underwriting to the digital channel.

Due to the high expectations of the target audience, speed was of the essence. The goal was to prevent prospects from abandoning the application. The clock now ticks down from only 90 seconds as customers enter and submit information and receive contracts almost instantly.

Choose the Right Place to Start

One of the keys to implementing a bimodal approach is choosing your project wisely—often one that requires some combination of agility, personalization, versioning, and business change. Gartner Group recommends learning by doing but jumping in at the shallow end to start.

Customer communication management (CCM) projects are ideal. Although the end document may be the same, CCM empowers a better customer experience for real-time, on-demand applications.

The Elixir set-up and Elixir Tango platform works as a bimodal tool, letting you pull together content, data, and design, so it’s ready for any channel. That can be a tremendous advantage for business continuity when circumstances require remote or digital channels.

No matter which channel you want to use, the best approach is to work backward from the experience you want customers to have and applying strategy and technology to create it. That’s why consultation is a primary part of Elixir’s practice.

See how we worked with the financial services group to achieve an exceptional outcome in Insurer’s Business Soars After Mobile Media Transforms Customer Experience.”


Centers of Excellence – How Healthcare Payers are Driving Member Growth-

Centers of Excellence - How Healthcare Payers are Driving Member Growth

Regardless of industry, nearly every organization faces increasing pressure to contain costs while finding new and more profitable ways to reach and retain customers. So how do you meet this challenge when there is need to increase savings and continue delivering a superior customer experience?  

Many organizations are developing a Center of Excellence (CoE) – a central hub that stores all of their content, best practices and training.  

What is a Center of Excellence? 

Companies are discovering they can bring together the right stakeholders, resources and process owners by setting up a CoECoE allows an organization to develop and implement specific projects with high ROI, while maintaining and optimizing ongoing activities that balance longer-term strategy with the realities of day-to-day operation.  

Unique challenges for Healthcare Payers and why a CoE makes sense 

Healthcare payers face an interesting set of challenges as they go about serving their member populations. Financial resources are usually in short supply, competition is robust, and regulatory bodies have strict accountability rules and procedures. Many institutions are trying to differentiate themselves by establishing niche programs, or Centers of Excellence, focused on delivering world class care and attention to their customers.  

But developing the best products and having the best expertise won’t help if you can’t clearly communicate your advantages. 

How a Customer Communications Management (CCM) solution helps you manage member communications 

Now that you have a set of products and plans, it’s time to make sure you have a way to share this information with your customers. With thousands (maybe even millions) of existing and potential customers, sending customer communications can easily get complex and burdensome. Without the right solution, customer communications can easily get stuck in internal, complex workflows, resulting in lost opportunities – or even fines from regulatory agencies for missing deadlines. 

Organizations can easily leverage their CoE to have a strategic approach that provides a high level of attention and alignment to documents and customer communications management. A CoE allows greater control and governance over documents and communications and ensures cost saving in document systems because everything is centralized. Through a CoE, organizations can develop advanced techniques in customer communications that will deliver a superior customer experience. 

A Customer Communications Management (CCM) platform helps you easily manage all of your member communications – not only CMS compliance documents like Annual Notice of Change (ANOC), Evidence of Coverage (EOC) and Benefits Summaries – but also pre- and post-enrollment kits like welcome packages, ID Cards and provider directories.  

Elixir is helping the largest healthcare organizations manage their customer communications. Learn how Elixir helped one healthcare organization deliver a superior customer experience and exceed expectations 

Read the Case Study Now 

Customer Communications Management Approaches Directly Impact Member Enrollment Success-

Customer Communications Management Approaches Directly Impact Member Enrollment Success

If you are in charge of your company’s Medicare Advantage enrollment, the 2021 enrollment period presented new challenges that weren’t there in prior years. Covid has made it difficult, if not impossible, for teams to work together to roll out a seamless customer communications plan.

But what if your organization had an easy way to deliver timely communications to all of your customers, across all platforms and channels?

Customer Communications Management (CCM) Approaches Directly Impact Success

Many organizations have started to leverage CCM software to address the challenge creating multiple documents, each individually tailored for their thousands of members. Pre-built document templates provide the CMS layouts across multiple languages. By leveraging your existing PBP data, you can rest assured that your plan documents will match bid submissions and you will be able to generate fully compliant CMS outputs immediately.

Learn how a leading healthcare payer achieves 35-40% Medicare Advantage plan growth year-over-year

A leading payer recently implemented Elixir Tango, which helped them meet the rigorous demands presented by the regulatory controls and requirements surrounding CMS mandated customer plan materials, including the Annual Notice of Change, Evidence of Coverage, Summary of Benefit and other related material.

This E-Book shows how the payer was able to:

  • Accelerate Transformative Thinking: Gain insights into how the pandemic’s shift to support collaborative remote workers, the rise of Medicare Advantage plans and the swift evolution of member interactions is feeding the upcoming digital health ecosystem
  • The Composable Enterprise: With a portfolio of integrated and adaptable applications, you can empower disparate teams with seamless agility and
  • Empower Incremental Execution: Payers are making significant improvements in their customer communications which have led to improved cost savings, centralized all processes, approvals and content, and enhanced collaboration across departmental teams.

Read The E-Book Now

Infographic: Are Member Communications Driving Member Growth?-[object object]

Infographic: Are Member Communications Driving Member Growth?

Are your Member Communications systems stitched together like Frankenstein or they are integrated like a Smart Robot? Read our infographic to find out!

Read our E-book to learn how top health payers increase profitability and streamline Medicare Advantage plan creation

Read the E-book now!

Elixir is a 2020 Gartner Peer Insights Customers’ Choice Vendor-

Elixir is a 2020 Gartner Peer Insights Customers' Choice Vendor

 

Elixir Technologies Corporation, a leading provider of Customer Communications Management solutions, announced today that they have been designated a Customers’ Choice vendor in the April 2020 Gartner Peer Insights ‘Voice of the Customer’: Customer Communications Management report.

The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by verified end-user professionals, taking into account both the number of reviews and the overall user ratings. To ensure fair evaluation, Gartner maintains rigorous criteria for recognizing vendors with a high customer satisfaction rate.

To access a complimentary copy of the full 2020 Gartner Peer Insights ‘Voice of the Customer’:
Customer Communications Management report, please follow this link

Gartner defines Customer Communications Management as both a strategy and a market fulfilled by applications that improve the creation, delivery, storage and retrieval of outbound and interactive communications.

Tarek Harry, Elixir’s Chief Executive Officer, had this to say about Elixir’s placement in Gartner’s ‘Voice of the Customer’ report. “At Elixir, our vision is to empower the best companies with an unmatched experience to communicate effectively with their customers. We believe our efforts to provide a best in class technology and service experience with our customers are validated by the reviews and high ratings of Elixir Tango on Gartner Peer Insights.”

In 2009, Elixir anticipated the technology shift from mainframe to the cloud and began developing Tango as a ground-up, cloud-based customer communications management (CCM) platform.  Elixir continues to innovate with design-led and cloud-native functionalities built into the 2019 release of their Elixir Tango platform. Elixir differentiates itself in the CCM space with its focus on empowering the business user to automate key components of the communication lifecycle as well as developing cloud-first, digital business applications accessible across the organization.

Here are some excerpts from customers that contributed to this distinction:

A Solution Designed To Simplify Tasks And Workflow Management

“In our company we seek every day to have simpler and more efficient processes, this undoubtedly allows us to optimize time and resources and make the most of our workforce, that is why we are always in search of platforms that simplify processes and to facilitate the work for our collaborators; That is why the company thought of Tango+ as a solution for the management of workflows in the cloud, the novelty offered by this platform is that it is very easy to use and adapts to the knowledge and needs of each user.”

 

“Amazing Communication Portal With Outstanding Features”

“With Elixir Tango, I can easily communicate with my colleagues. It’s a complete cloud-based product and very flexible or user friendly. you don’t need to have a proper knowledge of tango+ to operate. it is very useful and you can easily handle your customer’s communication.”

Elixir Tango is A One-Stop Solution for Organizations’ Business Communications  “

“Elixir Tango+ is a value-add product that is hosted on cloud i.e. it is a SaaS based product and is used to elevate the way communication of an organization is handled with its customer or clients. it is open to various API and advance analytics tools and quite visualized dashboards that help track communication process of an organization better and effectively. It supports design features like data merging, sorting and manages workflows and creates reports for data schema, business interface modules”

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To learn more about the Gartner Customers’ Choice distinction, or to read the reviews written by the users who wrote them, follow this link to the Elixir Tango page on the Gartner Peer Review Insights Portal. Elixir wishes to thank all our customers who submitted reviews. These reviews mold our products and our customer journey, and we look forward to building on the experience that led to this distinction!

To access a complimentary copy of the full 2020 Gartner Peer Insights ‘Voice of the Customer’: Customer Communications Management report, please follow this link

The GARTNER PEER INSIGHTS CUSTOMERS’ CHOICE badge is a trademark and service mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights Customers’ Choice constitute the subjective opinions of individual end-user reviews, ratings, and data applied against a documented methodology; they neither represent the views of, nor constitute an endorsement by, Gartner or its affiliates.


How a Product-Led Strategy Sees Peer Review Growth-

How a Product-Led Strategy Sees Peer Review Growth

As the B2B market space gets crowded with an abundance of vendors who seem to offer indistinguishable solutions, B2B shoppers are increasingly looking for help outside of specialized analyst firms to verify products before engaging in the buying cycle. In fact, according to a study by G2 Crowd, 92% of buyers are more likely to purchase a product or service after reading a trusted peer review.

According to Demandgen.com, “trusted business reviews influence potential buyers at every stage of their journey, from awareness to consideration and up until they make their final purchase decision.” For Elixir Technologies, accurate and trusted customer reviews are more than just a strategy to meet sales targets; it is key to testing our product-led strategy.

Product-Led Strategy

Elixir utilizes a product-led strategy to build our flagship Elixir Tango platform. In a product-led approach, developers apply feedback on usage and customer experience to design products which enable end users to achieve goals they are currently unable to accomplish. Through Tango, Elixir seeks to understand our customers’ business processes and the issues they face. Then, we apply best practices in technology development and Elixir’s 35+ years of expertise to design a more efficient way for our customers to work. This includes designing Elixir Tango from the ground up as a cloud-based platform and advancing its features, making Tango fully cloud-native in 2021.

Gartner Peer Review Portal

Elixir depends on customer feedback to build out features and updates in the Elixir Tango platform. Realizing the importance of our customers voice, we utilize Gartner’s Peer Review Portal to provide Elixir Tango customers a neutral place where they can share an anonymous, verifiable review of Elixir Tango with their peers. Elixir is happy to announce that with over 60 independent reviews and a 4.4 average rating, Elixir Tango is one of the most highly rated customer communications management platforms on Gartner’s Peer Review portal. Gartner takes the voice of the customer very seriously, as evidenced by the eligibility rules for its Customers’ Choice Award.

Mohsin Siddiqi, Elixir’s Chief Technology Officer, had this to say about Elixir’s high placement on Gartner’s Peer Review Portal. “At Elixir, our vision is to empower the best companies with an unmatched experience to communicate effectively with their customers. It brings me great pleasure to see our efforts to provide a best in class technology and service experience with our customers reflected in the positive reviews on Gartner’s Peer Insights Portal.”

Here are some highlights from Elixir’s reviews on the Gartner Peer Insights portal:

  • “Tango+ is a very complete communication management tool that has personally allowed me to manage workflows in a much simpler and controlled way,”
  • “I like Tango+, because I can perform complex functions without having to have too much technical knowledge,”
  • “Workflow managers tend to be very complex and demand a somewhat long period of adaptation…That is why it became necessary to acquire a solution that was easy to use and at the same time maintained the excellent functionality and service, that was when Tango+ allowed to improve the user experience by simplifying the tasks and allowing a better and faster adaptation to the use of workflow platforms.”
  • “We had a chain of conversations with the Elixir’s support staff. The support we got was excellent. After zeroing the requirements, we went for the actual implementation of Tango+. We wanted to host this on the cloud platform. The deployment was straight forward. The workflows that came with Tango+ are easily integrated with the existing frameworks. The portals that are provided were very user friendly and easily configurable.”

Read more reviews of Elixir on Gartner’s Peer Insights portal here

About Peer Insights

Peer Insights is an online platform of ratings and reviews of IT software and services that are written and read by IT professionals and technology decision-makers. The goal is to help IT leaders make more insightful purchase decisions and help technology providers improve their products by receiving objective, unbiased feedback from their customers. Gartner Peer Insights includes more than 215,000 verified reviews in more than 340 markets. For more information, please visit www.gartner.com/reviews/home.


Are Shared Services Poised to Shake up Healthcare?-

Are Shared Services Poised to Shake up Healthcare?

When Amazon announced it was getting into the healthcare business in 2018, plenty of health insurers sat up and took notice. As the world’s largest e-tailer, Amazon provides the 24/7 availability and lightning fast turnaround consumers want. Increasingly, the convenience and low cost of Amazon Prime is doing more than meeting customer expectations, it’s shaping them. When asked to score industries based on customer satisfaction, consumers gave retailers and tech companies high marks, while health insurers and hospitals ranked near the bottom.

Changing member expectations and government regulations have created a dynamic business environment for healthcare payers with unlimited endpoints and potential consumer markets. Payers who adapt to these changes by adopting the right technology and optimizing their processes have the greatest chance of thriving in today’s evolving healthcare market, while those who lag behind will find themselves struggling to differentiate their brands in a competitive ecosystem.

To provide consumers with 24/7, on-demand access, convenience, and affordable care, health insurers must move from an administrative to a consumer-centric model. Maintaining data security and establishing a single source of truth, while supporting ad hoc, any-channel, interactions that happen in-the-moment are key to reducing service demands, lowering reimbursements, and giving consumers greater control over their healthcare.

Read how this top health insurer sees 330% ROI with Elixir’s cloud solutions here.

To pull off this hat trick, healthcare payers must do more than adopt leading-edge technology; they must fully leverage its capabilities to innovate new paradigms for member service and put one-to-one communication at the center. Digital efforts tend to lead to administrative gold; at the very least, payer innovation with advanced technology will likely still rely upon familiar modernization initiatives that seek to reduce time to market, optimize business processes, and cut costs.

Healthcare payers clearly recognize the vital role that technology plays in driving convenient, low-cost, personalized healthcare. A recent report published in the Harvard Business Review indicates that six out of 10 of healthcare organizations view cloud technology as the key to increasing efficiencies and expanding services. However, disparate systems are impeding efforts to improve the customer experience, with over 90% of organizations storing their information in more than one environment. Slow time to market is also an issue. Over 53% of respondents said it took them 12 months or more to integrate changes and updates into business processes and systems.

Shared services in the cloud resolve many of the challenges healthcare payers face in delivering a seamless customer experience. Gartner defines shared services as “a dedicated unit (including people, processes and technologies) that is structured as a centralized point of service and is focused on defined business functions.” With the emergence of cloud computing, the shared services delivery model has gained a potent new ally. Workforces can now access data and applications from any location, given the right security, and an organization’s assets are centralized in a single repository.

For healthcare organizations looking to provide personalized care while lowering costs, shared services in the cloud have some major advantages over a decentralized organizational model and managed services, including:

  • Improved speed of IT services delivery
  • Lowered total cost of ownership
  • Greater flexibility in responding to market changes
  • Reduced time-to-market for new systems and applications.
  • The ability to share systems using a common platform
  • The ability to access data from multiple locations and break down silos without moving the workforce
  • Quicker response times and broad connections

Cost is another area where the cloud has a serious edge over legacy installations and on premise deployments. Software as a Service (SaaS) pricing models allow users to pay only for what they need with the ability to scale up or down as business needs change, while lowering the cost of entry for implementing new technology. With subscription pricing, even small to medium businesses can take advantage of cost benefits.

While healthcare organizations recognize the enormous potential of the cloud, concerns about interoperability have slowed adoption. To provide a 360˚ view of a patient’s medical history, electronic health records must pull information from multiple, discrete systems and software applications. Rather than hindering this process, the cloud gives payers the ability to connect, exchange, and interpret data through Application Programming Interfaces (API). Using API’s, healthcare organizations can establish a single source of data on which special-use applications or services can be layered in the cloud.

Nor do healthcare payers have to scrap expensive legacy systems to take advantage of the cloud’s capabilities. By partnering with systems integrators and vendors offering cloud-native solutions, healthcare organizations can create a scalable digital ecosystem, enabling adoption of shared services where it makes sense to do so while maintaining legacy systems as needed. A bimodal adoption strategy places healthcare payers in the driver’s seat to reduce errors, provide value-based care, and optimize the customer experience.

Despite the many benefits of the cloud, healthcare payers have been slow to adopt the technology due to security concerns. In a recent Symantec survey, respondents noted that 52% of their workloads are in the cloud, but 54% of respondents reported difficulty keeping up with cloud security. Lack of visibility, immature security practices, and overextended IT were the top reasons for concern.

In recent years, cloud service providers have developed a number of security features to provide greater visibility and access control, including audit logging, dashboards, encryption, and multi-factor authentication. Moreover, the built-in backup and redundancy of the cloud provide superior business continuity and disaster recovery capabilities, including high availability and scalability.

As government mandates and market forces drive adoption of customer-centric, value-based care, healthcare payers must optimize processes while engaging and educating plan members through a holistic customer experience that includes personalized, any-channel communications. By adopting a shared services delivery model that leverages the cloud for customer communications, healthcare payers can move from the back of the pack to become industry leaders.

Learn how this medium-sized healthcare payer automates their ANOC and EOC communications, saving weeks of time. Read the full story here


Riding the Automation Wave – How Customer Demand is Driving the Healthcare Payer Mindset-

Riding the Automation Wave - How Customer Demand is Driving the Healthcare Payer Mindset

Changing consumer expectations in healthcare is placing a premium on the customer experience. According to a recent survey, 63% of payers said that customer demand for a retail experience and the growing popularity of high-deductible plans were driving their adoption of a customer-centric strategy and 70% said that building long-term customer relationships was the principle driver for building out member engagement capabilities.

To successfully leverage customer experience as an initiative and meet the mandates of value-based care, healthcare payers need more than a member engagement strategy. They need to approach customer experience as a discipline that requires dedicated leadership, thorough execution, and continuous analysis for successful implementation.

In healthcare, insurance products are memorialized in documents that outline plan benefits, from the Summary of Benefits and Coverage that consumers use to compare and select plans to the Explanation of Benefits that plan members receive when they utilize their benefits following enrollment. What’s more, these products are constantly evolving, both in response to changing requirements and internal factors, including service interactions with call center representatives, case management processes, systems of record, and archives.

In many ways, insurance products are defined relative to communication events arising out of each phase of the customer lifecycle, making them ideal touch-points to understand and analyze the customer experience. Placing a clear focus on communications with prospects, customers, and the larger market provides payers with real-world opportunities to hear the voice of the customer, while quality one-on-one and one-to-many communications improve the overall customer experience.

However, leveraging customer communications in the era of value-based care is easier said than done. While value-based care is driving change for 74% of health plans, providing quality coverage and improving patient outcomes is straining the resources of payers and providers, who must contend with over 500 provider quality measures. Moreover, there is little overlap between the measures healthcare payers need to grow business and the measures government agencies require.

Meeting customer expectations and government mandates will require healthcare payers to transform the way they manage customer communications. Relying on manual processes can impede growth because they are time-consuming and error-prone. To deliver the retail experience customers want, healthcare payers must automate the content lifecycle using in-sourced, low to no-code application development and a rich digital ecosystem.

Low to no-code platforms employ graphical user interfaces and configuration to develop software. By eschewing conventional computer programming and hand-coding, low and no code development platforms democratize and accelerate the creation and delivery of application software and expand multi-channel capabilities.

In particular, no code platforms enable business users to develop apps without involving IT on the front-end. The appeal of low and no-code development platforms is evident in their growing adoption by enterprise development teams. According to Forrester, 23% of global developers reported using low-code platforms in 2018 and another 22% planned to do so in 2019.

These advantages make low and no-code platforms ideal for managing customer communications in the era of digital transformation, social media, and mobile optimization. One of the biggest advantages is that developers can create apps with more advanced features, including automated workflows that provide status notifications for batch production while enabling real-time generation of ad hoc correspondence.

Being able to automate member enrollment and other communications is a huge advantage for healthcare payers, who can eliminate inefficient manual processes and deploy workers more strategically to focus on complex tasks requiring subject matter expertise. At the same time, low and no-code development empowers business users to manage changes and ensure that brand messaging and marketing materials are aligned with experience initiatives.

Successful, long-term member engagement requires that healthcare payers adopt a new mindset and the right technology to solve challenges posed by changing consumer expectations, value-based care, and other mandates. Automating member enrollment and correspondence gives healthcare payers the most powerful tool of all—information—at every touchpoint in the customer journey to inform product development. This intimate connection between product development and customer experience means that a strong focus on communication processes has the potential to significantly improve business growth, member engagement, and patient outcomes.