BridgeHealth has enjoyed strong growth - doubling in size each of the past three years and earning recognition as one of the fastest-growing private companies in America. To maintain its growth trajectory, the company needed to transform its legacy technology platform and key business processes.
A comprehensive assessment, followed by capability building projects
West Monroe Partners began by assessing BridgeHealth's legacy technology platform and business processes through a series of interviews, workshops, and process observations. The project team also facilitated journey-mapping workshops that explored 12 unique customer personas.
From this process, West Monroe and BridgeHealth defined more than 500 business requirements and 20 future capabilities that the company would need to design and build. The project team then used these capabilities to define ideal customer journeys, focusing on efficiency and customer experience. West Monroe helped BridgeHealth set the stage for substantial change by engaging key functional teams throughout design and development.
Finally, West Monroe and BridgeHealth created a two-year transformation roadmap comprised of prioritized and sequenced initiatives that address functional and technology gaps. The organizations then collaborated to complete several essential projects enabling broader business transformation.
Contact-center enhancement. West Monroe identified the opportunity to immediately improve efficiencies and reporting by reconfiguring BridgeHealth's contact center technology to meet the needs of the business. West Monroe updated the existing system to improve call routing, workflow, workforce management, and reporting capabilities. Completing this work in just a few weeks allowed BridgeHealth to quickly equip their care coordination team with new capabilities and allow the organization to address other high-priority needs.
Case-management process improvement. The project team then streamlined BridgeHealth's case-management process. This included implementing Salesforce components, automating previously manual tasks, and creating customized team views. Customer Service Representatives are now able to access customer data faster, and in a clearer and more organized way.
Data management and analytics. West Monroe transitioned BridgeHealth's data management environment to the cloud and established an analytics solution that allows the company to aggregate files and conduct timely claims and eligibility analyses. This solution included automated data ingestion logic that can upload multiple file types received from plan sponsors or providers and map them to the appropriate fields in Salesforce.
Insight, efficiency, and improved member experience
With West Monroe's support, BridgeHealth has completed the critical first phase of transforming its organization - establishing Salesforce, structuring data for analytics and reporting, and enhancing contact center capabilities essential to further change. These new capabilities already have improved efficiency and insight. More importantly, they will help BridgeHealth deliver a better member experience and fulfill its mission of enabling high-quality care at a better value.
Driving business transformation with new customer experience and data analytics capabilities
June 15, 2017
Partnering with West Monroe, BridgeHealth transformed its organization—establishing Salesforce, analytics, reporting, and contact center capabilities essential to further change. These new capabilities have improved efficiency and insight, and more importantly, they will help BridgeHealth deliver a better member experience and fulfill its mission of enabling high-quality care at a better value.