New York health plan provider adopts Onyx CRM

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By: Wise Marketer Staff |

Posted on December 24, 2004

New York health plan provider adopts Onyx CRM

One of New York's leading health plans has successfully implemented Onyx CRM to manage growth and standardise business processes. Over 200 employees are using the system to drive sales effectiveness and increase retention.

BlueCross BlueShield of western New York and BlueShield of north-eastern New York, two divisions of one health plan provider, are now using Onyx's CRM application to help drive sales effectiveness and increase retention through standardised sales tools, consolidated processes, centralised tracking of group and broker history, automated workflow, and improved business insight. Previously, these two distinct sales regions used completely different processes to enrol, administer and manage prospects and accounts.

Like most healthcare companies, BlueCross BlueShield and Blue Shield were dependent on paper-based processes, slow organisational hand-offs, and manual data entry as information travelled from the group or broker to the sales team, and then to group enrolment for processing.

Consequently, to help speed up the pace of communication, the new system was integrated with their internally developed rating engine and the FACETS membership and claims system. Now the sales team submits benefit plans and links to the documentation electronically to the administration team responsible for group processing, reducing a process that formerly took days into one that takes a few minutes.

In the second phase of the CRM deployment, the two health plan divisions will use the system to provide a greater level of service to its broker community by offering a number of productivity tools, such as a rate and proposal generators and group enrolment forms.

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