Sales & Support Automation Improved Sutter Health Plus KPIs

Sutter Health Plus is an HMO health plan affiliated with not-for-profit Sutter Health. They offer affordably priced health plans to individuals and employers in the greater Sacramento, Central Valley and Bay Area communities.

Industry

Healthcare & Insurance

Staff

3,000+ Employees

HQ Office

Roseville, California

Services Performed For Sutter Health Plus

Salesforce Implementation

Salesforce Strategy Consulting

Salesforce Managed Services

Five9 Strategy Consulting

Five9 Staff Augmentation

Products Services Included 

Financial Services Cloud

Sales Cloud

Service Cloud

Informatica

Five9

Digital Engagement

Einstein Analytics

Shield

Salesforce Challenges

Sutter Health Plus experienced the following Salesforce challenges.

One Salesforce system shared by Sutter Health and Sutter Health Plus.

Patient data from Sutter Health should be available to upsell Sutter Health Plus plans.

Support and Sales team should use the same system to manage sales and cases  .

Must accommodate 300 person call center for Support and Sales.

Need for internal communication platform.

Need to integrate with multiple healthcare systems.

Need to integrate with multiple lead generation vendor systems.

Sales and Support team needs process automation.

Disaster recovery: agents should be able to work from home if needed .

PHI, PII & HIPAA compliant system design is required.

Salesforce Solutions

Access Global Group provided the following Salesforce Solutions to Sutter Health Plus.

Over 800 users moved to Sales Cloud, Service Cloud.

Service Cloud: custom Service Cloud consoles, support process, process automation, knowledge articles, solutions, cases created/defined by type, plan family.

Sales Cloud: sales process, process automation, prospects, web to lead from over 50 sites and prospect assignment.

Agent custom skill assignment console for managers.

Implemented email case queues based on priority.

Created reports & dashboards to track case SLA’s & KPI.

Custom webservices to integrate with various health care systems and vendor systems using WS security restrictions.

System is built according to PHI, PII & HIPAA regulations.

Chat is enabled for internal communication.

Salesforce Results

Sutter Health Plus experienced the following Salesforce results with Access Global Group’s Consulting Services.

Sales and support data is in one system.

Data is stored according to PHI, PII & HIPAA regulations.

Sales and support automation is reducing 99% of human error.

Chat is used for internal communication.

Data is accessible from multiple external systems through web services.

Agents can now work from home as needed.

Sales and support numbers are consistently meeting KPI’s.

Leadership has clear visibility using reports & dashboards for measuring ROI.

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.

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