Case Study
Transforming member engagement and support with Salesforce Mobile Solutions.
Elevating healthcare experiences through innovation and accessibility.
engagement type
Managed Services
product
Mobile Publisher
industry
Healthcare & Life Sciences
Moda Health is a health insurance company based in Portland, Oregon. The company provides medical and dental insurance in Oregon, Alaska and Texas.
Overview
- Key Challenges: Outdated platform, poor access, weak support.
- Key Solutions: Intuitive app, Salesforce integration, cutting-edge self-service.
- Key Results: +35% engagement, +50% accessibility, -40% support calls.
challenges
- Member Engagement: Faced difficulties in boosting member interaction due to an outdated mobile platform.
- Information Accessibility: Struggled with efficiently accessing vital information such as policy details, claim statuses, and healthcare resources.
- Customer Support: Prioritize and improve member experience by offering comprehensive self-service options as well as enhancing real-time assistance.
Solutions
- Custom Mobile App: Deployed a custom app through Salesforce Experience Cloud and Mobile Publisher, featuring an intuitive Lightning Web Components (LWC) interface.
- Seamless Integration: Connected the app with the existing Salesforce instance for real-time data sync and easy data accessibility.
- Advanced Self-Service Features: Added options for insurance management, claim status tracking, appointment scheduling, healthcare resources; enabled push notifications for essential updates.
- Detailed Client Profiles: Built user-friendly client profiles to enable quick access to member information.
Impact
- Enhanced Member Engagement: Boosted by 35%, due to the now interactive and user-friendly app.
- Improved Information Accessibility: Allowed members to access policy details, claim statuses, and healthcare services 50% faster.
- Optimized Customer Support:
- Reduced support calls by 40% with self-service features.
- Enhanced client profiles shortened resolution times and boosted service efficiency.
- Data Security and Compliance: Ensured secure handling of sensitive health information, bolstering member trust and compliance with industry regulations.