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humana logo - Alternative Solutions Consulting

Using Salesforce to serve its employees and partners

The Objective

Struggling to service its over 55,000 Humana business partners and employees, the company needed a better solution for guiding the creation and processing of Business Service Requests (BSRs) necessary for Humana to support its healthcare members. Humana looked to and Alternative Solutions to provide a solution.

Products Implemented

  • Care Center 360™ Service Cloud for Case Management
  • Partner Community (58,000 community users)
  • Informatica® Cloud Integration

The Deliverables

  • Re-designed security model (profiles, permission sets, role hierarchy, SSO) to allow flexible scalability in their environment
  • Implemented consistent user experience across the various user types
  • Implemented real time data visualizations used by Humana management to monitor critical KPI’s and identify areas for improvements to the process

The Benefits

  • Significant improvements on Humana’s internal support processes, thus eliminating timely mistakes in customer requests
  • Customizable dashboards provided real-time insight into the current state of active BSR’s at any stage of the process