Our client is part of a five billion dollar family of companies that finances and delivers healthcare services across upstate New York and long-term care insurance nation-wide. Collectively, the group provides health insurance to around two million people and employs more than 7,000 NY residents.
Business Scenario
Speridian implemented a Siebel 8.1 CRM solution to address the health plan’s requirements for an efficient and enhanced customer service and experience. This included integration between Siebel and legacy systems such as iFacets, Ingenix, FileNet and Web Portals. Speridian also implemented Data Warehouse and Business Intelligence processes, enabling managers to access comprehensive client reports allowing them to make timely and insightful decisions.
In order for seamless operational efficiency of the new systems and application, the client contracted Speridian for on-going Support Services.
Solution
Speridian Shared Support Group (SSG) model envisaged a three-tier structure, with tier 1 and 2 support following a well-defined knowledge template for each of EHP’s business processes.
This model ensured regular production support for deployed Siebel products and Oracle Business Intelligence solutions. The SSG model further incorporates periodic knowledge transition sessions conducted for new departments or functionalities that are added to the Siebel environment.
Impact
Speridian provided highly skilled resources at optimum investment. The knowledge templates created under the SSG model have greatly helped to resolve issues arising in the systems due to user adoption. The client has access to timely and quality informative dashboards and status reports for better decision-making.
More significantly, Speridian Support Services held periodic knowledge sharing sessions with the client to facilitate the creation of a business knowledge base.