• Case Study & Review

    CRM Requires Complex External Integrations

The Challenge

Word & Brown had developed a new online healthcare enrollment platform in order to participate in the healthcare exchange market created by the Affordable Care Act. Additionally, the company needed a new CRM system that would allow their call center staff to quickly assist any current or potential customers who contacted the call center with questions regarding enrollment or coverage.

The Solution

On top of handling a significant portion of the overall exchange platform and development, the Technossus team was solely responsible for the design, development, and launch of the new CRM.

The new CRM provided the call center management team with continual insight into the different types of consumers who enrolled in health care plans through the exchange. It also provided the call center with features that reported the insurance packages that were selected while updating the management team on the progress their customers were making in the enrollment process.

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Results

Technossus developed the CRM platform, integrated it with the required data from state and federal platforms, and created a new authentication process. All this was completed while the team worked on the development of Word & Brown’s healthcare exchange platform. The two projects involved hundreds of IT professionals working together to create a highly complex solution while maintaining a high degree of efficiency. The Technossus developers worked constantly to meet the ambitious deadline set, but the combination of an inventive system design, a disciplined development processes, and exceptional project coordination resulted in a smooth, on-time launch of the CRM. Word & Brown’s health care exchange platform went live in tandem with the CRM, a feat many other exchange providers failed due to missed deadlines. Word & Brown successfully rolled out their new system, complete with a fully equipped call center staff using a CRM uniquely designed to meet the needs of the new healthcare exchange customers.