Large Healthcare Insurer
Supporting a Salesforce Center of Excellence With Managed Services
What if...we could maintain and improve business-critical operations and service excellence for members and partners with 24/7 support?
Our client is a leading state-licensed, nonprofit, private health insurer that is part of a 34-member national health insurance organization.
Complex Enterprise Alignment Made Salesforce Maintenance Difficult
Our client had Salesforce CRM implemented across eight primary business units to enable a multitude of business processes that were critical to operations and service excellence for members and partners in care.
These business units – which range from member, account, and provider services to sales to audit and risk management – serve as product owners for their specific Salesforce instances. However, due to the overall complexity and competing needs of these business units, these teams were unable to successfully manage their individual CRM instances or handle service requests.
Our client needed a partner to provide streamline support for its Salesforce Center of Excellence (CoE), third parties, and product owners. The CoE utilizes a shared services model and provides:
- Trusted advisors
- Strategic guidance
- Tactical oversight
- Platform subject matter expertise
- Operational enablement
- Requisite governance to execute an enterprise strategy
- Alignment and enablement for internal customers and valued partners
The insurer asked us to provide ongoing retained Salesforce maintenance, enhancements, and production managed services support, which allows us to rapidly resolve incidents with first-line tech support and site monitoring services. Our client needed 24x7 availability, and monthly fixed support with options to flex and scale for project bursts or new releases.
Managed Services Stabilize Support and Enable the Payer to Scale
Our Salesforce managed services team will work side by side with the client's IT teams to provide ongoing functional, technical, and performance suggestions for the client's Salesforce instance. This includes ensuring that Salesforce releases, enhancements, and patches across the eight primary business units are assessed for value, implemented in a timely manner, and do not impact or interrupt critical applications or business processes. This support includes triage and Level 1 and Level 2 incident resolution support on a global basis with 24/7 availability.
We will also provide operations, reporting, maintenance, and application support for client-developed Salesforce applications and integrations between Salesforce, client applications and systems, and third-party tools and platforms.
Our team and end users have been very happy with the enhancements made and the out-of-the-box, creative ways Perficient has solved challenges.Client Executive
Results
Informed Decision Making With Improved Business Processes
Our client had Salesforce CRM implemented across eight primary business units to enable a multitude of business processes that were critical to operations and service excellence for members and partners in care.
These business units – which range from member, account, and provider services to sales to audit and risk management – serve as product owners for their specific Salesforce instances. However, due to the overall complexity and competing needs of these business units, these teams were unable to successfully manage their individual CRM instances or handle service requests.
