DC Health Benefit

Customer Success

How DC Health Benefit Exchange
Authority (HBX) Aligned Support
and Marketing Systems with AGG
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.
HBX

COMPANY

DC Health Exchange

Industry

Healthcare

HEADQUARTERS

Washington DC

Company size

21000+ Employees

Salesforce Solutions

Custom, Service Cloud, Sales Cloud

The Challenge

The DC Health Benefit Exchange Authority (HBX) Salesforce Challenges
  • Broker inefficiency due to missing and inaccurate data.
  • Dependent use cases could not be handled under the current setup.
  • System was not configured for complex business processes.
  • The user interface was clumsy and contained redundant parameters.
  • Reports and customer notices were inaccurate.
  • No unique serialization for accounts across all
    12 banks acquired.
  • No Standard sales system/process across.
  • Reporting is very time consuming.
  • Call centers had lot of limitations.
  • CSR Management was complicated in peak seasons.
  • Systems are very manual.

The Solution

HBX Salesforce Solution Provided By Access Global Group
  • 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.

The Results

HBX Salesforce Results with Access Global Group Services.
  • 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.

Previous

We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%

Next

We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%

Contact Access Global Group

A member of the Access Global Group team will reach out to you shortly!

Ready to Start Maximizing
Your Salesforce Investment?




SALESFORCE SERVICES INTERESTED IN




WordPress Video Lightbox Plugin