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CAPABILITY


Accenture Health Experience Platform

End-to-end efficiency accelerates customer acquisition, boosts retention and promotes long-term growth prospects for health payer organisations.


Overview

In an era of growing complexity and demanding consumers, payers need to provide a seamless, end-to-end customer experience.



The Accenture Health Experience Platform


The Accenture Health Experience Platform can help payers drive down the cost of acquiring business and increase market share by three to four percent … or more.


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Why Accenture

Accenture works with payers to implement efficient, end-to-end processes that can strengthen customer and broker relationships, increase rates of acquisition and retention, and promote long-term growth.

Accelerated project delivery is possible due to a wide range of proprietary assets and tools, such as:

  • Accenture Payer Logical Operating Model & Business Process Repository

  • Accenture PMO Tool

  • Sales Metrics Repository and Tool

  • Sales Process Mapping and Analysis Tool

Leveraging experience from thousands of Accenture projects, we are committed to helping payers reduce complexity, comply with regulations and pursue growth.

Key benefits

For clients that select our Health Experience Platform, we help speed time to value by up to 25 percent by:

  • Accelerating project activities, such as scope definition, high-level analysis and detailed design

  • Leveraging a common framework to promote highly efficient processes and consistency

  • Emphasizing an end-to-end perspective that sharpens payers’ focus on measurable gains (see “Fast Facts” section below)

More than 10 years ago, Accenture began its alliance with Salesforce.com and is now its largest partner. We have over 3,000 Salesforce-certified professionals, more than double any competitor, and our client satisfaction score is 9.4 (out of 10).

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Specific services

The Accenture Health Experience Platform facilitates communication through a growing number of channels: phone, email, communities, social media, web-based self-service and online chat. Omni-channel support extends across multiple segments.

Sharper insight and targeting

  • Capture of demographics and website behaviors

  • Seamless integration of Community with Sales and Marketing Clouds

  • Personalized, time-based emails

Stronger engagement with brokers

  • Better integration with payers

  • Greater transparency of data and improved communication

  • Pre-automated workflows and emails

  • Greater responsiveness and accuracy

Agent engagement and efficacy

  • Guided call scripts

  • Gamification

  • Better service experience

  • Improved first-call resolution

End-to-end integration means recommendations are tailored to each customer based on insights achieved and shared appropriately across functions.

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Applications

Fast facts

Growth potential

Research by Accenture demonstrates that health payers can drive improvements in market share ranging from 3 percent to 4 percent or higher.

Marketing gains

Leveraging advanced analytics can help payers reduce churn by 5 percent to 20 percent.

Sales efficiency

Capabilities for configure, price, quote can reduce sales operating costs by more than 20 percent while tripling cycle speed. Digitizing the quote-to-card lifecycle can drive down cost by 30 percent.

Customer service

Operating costs can be reduced by more than 40 percent due to optimised contact handling and transformed operations.

DOWNLOAD BROCHURE [PDF]



For more information, please contact:

Scott Brown

Scott Brown
Managing Director, Health CRM

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Pervez Alam

Pervez Alam
Senior Manager, Cloud First

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Julian Sham

Julian Sham
Principal Director – Health Industry, Accenture Singapore

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