Optimized Customer Operations With Automation & Visibility

The DC Health Benefit Exchange Authority (HBX) is a healthcare exchange program ensuring access to healthcare for all DC residents. HBX enables individuals and small businesses to find and purchase healthcare and benefit plans. The original homegrown system was not able to handle the new intricacies of complex cases, reporting was inaccurate and brokers were inefficient due to lack of quality data.




100+ Employees

HQ Office

Washington, DC

Services Performed For DC Health Benefit Exchange Authority

Salesforce Implementation

Sales Cloud Implementation

Service Cloud Implementation

Platform Custom App Implementation

Product Services Included 

Service Cloud

Sales Cloud

Custom Cloud


Salesforce Challenges

DC Health Benefit Exchange Authority experienced the following Salesforce Challenges.

 Broker inefficiency due to missing and bad data.

 Dependent use cases could not be handled under the current setup.

 System was not configured for complex business process.

 The user interface was clumsy and contained redundant parameters.

 Reports and customer notices were inaccurate.

Salesforce Solutions

AGG provided the following Salesforce Solutions to DC Health Benefit Exchange Authority.

Custom development, custom pages, custom integration and case management.

Custom app built on Force.com platform using APEX and Visualforce with embedded metrics to track cases and customer notices with scheduled reports and dynamic dashboards.

Email to Case and Web to Case modules implemented.

Developed a hybrid app to support 4 different business processes on a single application.

Built-in community templates (Koa) used.

Validation rules embedded into templates.

Salesforce Results

DC Health Benefit Exchange Authority experienced the following Salesforce Results.

Daily operations have enhanced the user experience for all employees.

The ability to show metrics of cases resolved and processed gives stakeholders a visual.

Cases and customer notices can now be tracked with scheduled reports and dynamic dashboards.

Hybrid app has solved most complexities of cases.

Community Templates have greatly improved the user experience.

Templates now show more accurate data.

Customer notices have been streamlined.

Method of collecting customer data has been improved.

Agent metrics are available by dashboard.

Case Management system metrics are available by dashboard.

Awarded, Trusted & Proven to Deliver Salesforce Results!

For the last 15 years we’ve been creating customized Salesforce Solutions for clients of all industries and sizes. With a perfect 5-Star rating on both Salesforce AppExchange and G2 User Reviews, Access Global Group is the right choice for your organization’s Salesforce transformation.

WordPress Lightbox