A cloud-based CRM Platform, tailor made for a leading PBM

How did we help

Product Vision & Strategy
User Experience
System Design & Architecture
Mobile Application
Web Portal Development
Cloud Infrastructure
System Integrations

A unified CRM system to assist all users i.e. Members, Pharmacies, Providers & Employers

Remarkable speed on top of huge data sets, servicing 30 million patients for their claims and prescriptions

Approximately 40% reduction in TAT for aiding calls and a notable rise in NPS

The Context.

WellDyne is a leading Pharmacy Benefit Management Company that leverages technology and data analytics to offer personalised engagement and targeted services to payers, patients and providers.

It caters to Benefits Management, Pharmacy Claim Adjudication, Clinical Programs and Speciality/Mail Order Pharmacy with a prime focus on Prescription Drug Cost Transparency and Savings.

In order to offer these services, WellDyne utilizes and integrates with several industry-leading platforms like EPOST (Mail Order Pharamcy), CPR+ (Specilaity Pharamcy), OptumRx (Claim Adjudication), ServiceNow (Operations & Workflow) and Pitney Bowes (Shipping and Inventory), to name a few. To assist patients & payers, WellDyne Servicing Representatives have to use servicing capabilities on top of each system. Since these systems are siloed, this increases the turn around time needed to service a caller and hampers efficiency. Additionally, this also makes it indispensable for service representatives to have comprehensive understanding of each system. Thus, making it essential for WellDyne to not just have a dedicated workforce for each system but also invest its time and effort in training them.

The Business Ask.

WellDyne required a unified and intelligent CRM platform that is able to bring all silo systems and respective entities under one umbrella. It needed an easy to use and engaging solution that equips Servicing Representatives to offer quick resolution and enhance customer experience.