- Reduced call volumes by offering self-service digital capabilities to members
- Enhanced employer & member experiences, leading to improved sales
A Technology-First Approach To Streamline Operations
The Context
WellDyne is a leading pharmacy benefit manager (PBM) with more than three decades of expertise in delivering smart, cost-efficient solutions for managing prescription drug benefits.
Known for its commitment to driving innovation, WellDyne partners with health plans, employers, and government programs to optimize pharmacy benefits, improve medication adherence, and enhance patient outcomes. With an aim to achieve clinical excellence and operational efficiency, the enterprise stays ahead of the curve, effectively addressing the challenges of rising drug costs and complex healthcare needs.
The Business Need
In 2020, WellDyne embarked on a strategic digital transformation initiative to modernize its operations, enhance patient engagement, and drive cost efficiencies through technology-driven process optimization. By integrating advanced digital capabilities into its core operations, WellDyne set out to not just redefine the way it managed pharmacy benefits, but also position itself as an innovative PBM, embracing a bold, technology-first approach to deliver better healthcare outcomes and enhance operational efficiency.
1
Customer Experience
- Modern and assistive self-service channels
- Simplified access to care and benefits
2
Scalability
- Automation of business processes
- Improved enterprise-wide integration to eliminate manual workflows
3
Operational Efficiency
- Platforms designed to address inefficiencies and improve team productivity
Our Approach to Transformation
While defining the digital transformation framework, we focused on solving foundational data challenges, building a unified product as a blueprint for future growth, adopting new technologies, establishing a cloud-first approach, enhancing customer experiences through digital solutions and deploying solutions that drive operational efficiency.
The Journey
Year 01
Year 01
Initiatives :
- Built a claims processing orchestration platform for specialized vaccines that handled price estimation, claim settlement, and payment reconciliation across multiple systems
- Developed enterprise-wide APIs using a microservices architecture, enabling seamless integration across diverse systems
Key Achievements
- Enabled WellDyne to offer a technology-driven claims processing solution, opening new revenue streams
- Established a unified access point for multiple systems, laying the foundation for scalable enterprise-wide solutions
Year 02
Year 02
Initiatives :
- Launched a new Member Experience platform that aligned with the brand’s new identity, and provided 24×7 access to care via desktop and mobile
- Developed and deployed an Employer Experience platform that provided employers with unprecedented access to data, reports, and insights. This enabled them to optimize employee care while effectively managing costs
Key Achievements
Year 03
Year 03
Initiatives :
- Built a CSR platform that provided agents with a single-pane-of-glass view, eliminating the need to navigate multiple systems
- Developed a centralized group onboarding and management platform with built-in workflows, allowing business operations teams to efficiently manage client configurations during onboarding and renewals across multiple applications
Key Achievements
- Accelerated agent onboarding by providing training on a single, intuitive CSR platform
- Improved call handling time as agents were now spending far less time to retrieve information across multiple systems
- Elevated the onboarding experience of customers and significantly reduced the time & effort required to setup the configurations across multiple systems
As trusted technology partners of WellDyne for many years, our team of experts focused on modernizing their operations, enhancing user engagement and driving cost efficiencies to align with their ever-changing requirements and contribute to the realization of their long-term business goals.
If you can introduce your business vision to us,
We can realize it with speed & perfection