A cloud-based CRM Platform,
tailor made for a leading PBM
Offering cost effective & intuitive service capabilities
aimed to enhance customer experience
key highlights
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.
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.
The Solution Strategy.
1
Build a centralized CRM platform that integrates with multiple systems with modern technology frameworks and services. One that ensures speed & scale by consolidating all enterprise data under this platform.
3
Offer feature-rich CRM platform which has the ability to receive and trigger calls, track call activity and resolution, facilitate call auditing and reporting, to name a few.
2
Replace disintegrated and effort intensive servicing experience with assistive and intuitive user experience that engages & supports servicing representatives for quick resolution.
4
Create a flexible and scalable authorization model which offers group-based as well as role-based servicing access to servicing representatives.
The Solution Strategy.
1
Build a centralized CRM platform that integrates with multiple systems with modern technology frameworks and services. One that ensures speed & scale by consolidating all enterprise data under this platform.
2
Replace disintegrated and effort intensive servicing experience with assistive and intuitive user experience that engages & supports servicing representatives for quick resolution.
3
Offer feature-rich CRM platform which has the ability to receive and trigger calls, track call activity and resolution, facilitate call auditing and reporting, to name a few.
4
Create a flexible and scalable authorization model which offers group-based as well as role-based servicing access to servicing representatives.
The Technology Components.
Portal Architecture &
Development
-
Frontend Development
-
HTML 5, React JS, Node JS, Jquery
-
Server Side & API Development
-
Java 11, Spring Boot 2 development framework
-
Database Development
-
Microsoft SQL Server & Postgre SQL
Cloud Infrastructure &
Services
-
AWS Services
-
Monitoring & Logging
-
Rapid 7 Ops Insights, App Dynamics
CI/CD &
DevOps
-
Git/Bitbucket, Azure DevOps and Repos
-
Shell Scripting, Liquibase & Terraform
-
Maven, NPM and Fortify Security scans
The Solution.
A one stop-simple, meaningful and assistive CRM platform that enhances
customer servicing experience for Members, Pharmacies, Providers &
Employers. Enjoy a quick walkthrough.
The Solution.
A one stop-simple, meaningful and assistive CRM platform that enhances
customer servicing experience for Members, Pharmacies, Providers &
Employers. Enjoy a quick walkthrough.
The Craftsmanship.
Built over a period of 6 months.
Crafted by a team of 15 technologists, comprising of:
- Product Consultants
- Infrastructure Engineer
- UX/UI Experts
- Architects
- Backend & Frontend Engineers
- Database Developers
More Work.
An Easy to Configure Data Integration Platform, enables quick, hassle-free & highly secure Data Exchange between more than
150 disparate systems.
HealthPlan Services enjoys real-time view & analytical reporting, of data movement & interaction between multiple internal and external partner systems.
