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A Healthcare Payer Transforms Member Engagement with Salesforce Health Cloud

By partnering with Coastal and embracing Health Cloud, this payer has transformed how they engage with members and prospects. This collaborative effort has not only streamlined their operations but also enhanced the customer experience, leading to better outcomes across the entire organization.

Challenge

A regional health insurance company faced a common hurdle for healthcare payers: their legacy systems were outdated and disconnected. Crucial information about member and prospect interactions was scattered across different systems, making it hard for marketing and sales to track leads and personalize outreach. Field reps also struggled to capture valuable customer data during visits.

Solution

Recognizing the need for change, the health insurance company turned to Coastal, leveraging our deep experience in the healthcare payer industry. Together, we developed a plan to transform their member engagement strategy. We migrated them from their outdated systems to Salesforce Health Cloud, a platform designed to unify sales, marketing, and service efforts.
To maximize the benefits of Health Cloud, we implemented several tailored solutions:

Developed Lead Assignment Process: We streamlined lead routing, ensuring sales reps could quickly prioritize and focus on the most promising prospects.

Salesforce Maps: We empowered field reps to optimize their schedules, visualize territories, and access real-time customer information during visits, all from their mobile devices.

Live Chat: We enabled sales and marketing teams to communicate more directly with members and prospects, leading to better, more personalized interactions.

Enrollment Period Management: This feature allows administrators and users to define and manage enrollment periods with specific dates for different products. This improves record organization and provides clearer reporting on these critical timeframes.

Results

The results speak for themselves. The health insurance company gained a comprehensive view of the customer journey, allowing them to optimize marketing interactions and improve sales coordination. Automation and intuitive workflows reduced manual effort, freeing up time for strategic initiatives. Foundational tasks such as efficiently searching for lead records, defining and accessing books of business, and prioritizing outreach improved tremendously with the migration to Salesforce.

Since implementing Salesforce, the health insurance company has increased their win rate to over 75%. Robust dashboards and reports now empower the insurance company to make data-driven decisions in daily meetings, leading to more effective sales and marketing strategies. Meanwhile, Salesforce Maps and live chat enable reps to provide more targeted, timely, and meaningful service, creating a better overall experience for members.

By partnering with Coastal and embracing Health Cloud, this payer has transformed how they engage with members and prospects. This collaborative effort has not only streamlined their operations but also enhanced the customer experience, leading to better outcomes across the entire organization.

Clouds & Products

Health Cloud