Challenge Accepted

To maintain its growth trajectory, BridgeHealth needed to transform its legacy technology platform and key business processes. West Monroe Partners helped BridgeHealth transform its organization—establishing Salesforce, analytics, reporting, and contact center capabilities essential to further change. These new capabilities have improved efficiency and insight to deliver better member experiences and enable high-quality care at a better value.

Hear from BridgeHealth

Hear from Mark Stadler, CEO at BridgeHealth, Will Hinde, Managing Director, and members of the Customer Experience and Advanced Analytics teams at West Monroe on how they transformed BridgeHealth’s infrastructure and processes to increase business growth rate through improved efficiencies.

Results

Improved efficiencies and reporting by reconfiguring contact center technology in under three weeks.

Implemented Salesforce to access customer data faster and create customized team views in a clearer, more organized way.

Established a cloud-based analytics solution that allows the company to aggregate files and conduct timely claims and eligibility analyses.

  • West Monroe helped BridgeHealth define more than 500 business requirements and 20 future capabilities that the company would need to design and build.

  • Contact-center enhancements improve call routing, workflow, workforce management, and reporting capabilities. 

  • Case-management process improvements streamlined to automate previously manual tasks and create a 360-degree view of the customer.

  • Data management and analytics solution included automated data ingestion logic that can upload multiple file types and map them to appropriate fields in Salesforce.