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 Salesforce.com and Alternative Solutions to provide a solution.
- Care Center 360™ Service Cloud for Case Management
- Partner Community (58,000 community users)
- Informatica® Cloud Integration
- 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
- 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.