Fortune 500 Health Care Insurer
Situation
Our client had aspirations to improve the quality of their service (as measured by HEDIS) while reducing costs through further process optimization and offshoring/outsourcing. The cost savings would be reapplied into improved service by hiring additional analysts and doing more community outreach.
Our Role
Although the client had many reports and dashboards, they had done very little to operationalize the data or use it to inform decisions. We quickly discovered the following:
- They had made the decision to move away from fee for service contracts to value based contracts. However, the value based contracts significantly underperformed the fee for service providers
- They wanted to deploy more resources into Care Management. However, their Care Management nurses did not have good, actionable data and their patients did not have better care as measured by HEDIS
- No use was made of current technologies such as ChatBots, RPA, AI, and outbound SMS/calls
Results
We came up with a plan of action to add offshore resources to augment their Care Management team, improve their use of RPA and other technologies, revamp their use of value based contracts, and operationalize their data. In the first year of implementation, their pilot Medicaid plan has improved from 3 stars to 3.5 stars
International Education and Content Development Company
Situation
The firm was aiming to reduce its customer acquisition cost/dollar of revenue generated ratio through speeding up recruitment while reducing the cost of marketing which had skyrocketed due to increasing competition (especially online) in the market space and inflation of manpower costs locally. The increased savings on time and costs would then reinvested into developing even better educational resources for the students and teachers to benefit from.
Our Role
The client had lots of quality content alongside excellent testimonials and reviews for their services. Yet, the team quickly discovered the following:
The firm had not actively marketed these and instead relied mainly on word of mouth for leads together with periodic social media campaigns. This led to unstable lead generation and also excessively high costs when setting up and running campaigns due to the lack of initial brand awareness.
They wanted to create a positive brand message before the first follow up call was made. Doing that would help to increase the number of trial classes arranged and thus improve the customer acquisition ratios from leads collated.
No use was made of education as a tool to position the company as a thought leader in the field.
Results
The team implemented a series of activities to improve the fim’s brand positioning capabilities on different search engines. At the same time, a content publication strategy was developed to ensure frequent top of mind recollection in customers. Within 2 years, the key ratio of customer acquisition cost/dollar of revenue improved by over 30%.