Sutter Health

Customer Success

Health Insurance Sales
& Support Automation

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.
Sutter Health and Sutter Health Plus information were
siloed from one another and they required PHI, PII &
HIPPA compliance in the final system.

Sutter-health-Logo

COMPANY

Sutter Health

Industry

Healthcare & Insurance

HEADQUARTERS

Sacramento, California

Company size

2000+ Employees

Salesforce Solutions

Sales Cloud, Service Cloud

The Challenge

Sutter Health faced 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.

The Solution

Sutter Health Salesforce Solution Provided By Access Global Group..
  • 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 & HIPPA regulations.
  • Chat is enabled for internal communication.

The Results

Sutter Health Salesforce Results with Access Global Group Services.
  • Sales and Support data is in one system.
  • Data is stored according to PHI, PII & HIPPA 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 though webservices.
  • 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.

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