IMPROVING CUSTOMER EXPERIENCE AND OPERATIONAL EFFICIENCY THROUGH A RE-IMAGINING OF SECURE EMAIL
Massive global changes are shifting the way people live and work — requiring organizations to rethink their teams, processes, technologies and how they engage their clients to stay competitive. For some, this rethinking occurs through a digital transformation process that principally means “we’re moving to the cloud.” But for other organizations, including a leading US healthcare insurer, the needed transformation necessarily required a change in the underlying operating model for the business.
For this healthcare insurer the transformation began by launching a new line of business that places their customer (aka member) at the center of their operations, with dedicated Care Coordination teams providing personalized services to members. Among the associated process changes was an expanded role for email in improving communications with members and the healthcare providers who service members.