California Health Benefits Exchange | Salesforce.com Implementation

INDUSTRY:

Healthcare

SERVICES:

Health Insurance Subsidy and Enrollment

COMPANY SIZE:

1,000+ Employees & Contractors

OPERATING BUDGET:

$314 Million (2017)

HEADQUARTERS:

Sacramento, CA

PROJECT OUTCOME:

Significant improvement in management and engagement with over 10,000 channel partners

“…the team at Ten2Eleven were instrumental in developing Covered California’s first sales CRM. The team is extremely professional, knowledgeable, collaborative, and solution oriented.” – Kirk Whelan Director of Outreach, Sales & Small Business Exchange, Covered CA

OUR CLIENT’S CHALLENGE

Covered California was managing all sales interactions with its distribution network on spreadsheets and in emails. Contact information was maintained in disparate systems (CalHEERS and IPAS), and sales staff worked off of extracted files from these systems. Key sales activities were recorded on siloed desktop systems, and it was difficult for sales leadership to implement and track sales strategies. Analytics required extensive manual massaging of information, and tended to lag actual activities by several weeks.

TEN2ELEVEN’S APPROACH

Using a best-of-breed approach, Ten2Eleven developed a solution architecture which would be supportable by Covered CA’s IT and business teams, and which would provide a single system to track contacts, activities, sales goals, and agent demographics, as well as enable outreach via targeted mass email communications.

THE SOLUTION

Ten2Eleven implemented “Sales Tools”, an application built on the Salesforce.com platform and integrated with CalHEERS, finance databases, and IPAS:

  • Single source of truth for all channel partners (Agents, Navigators, Community Partners, Medicare Facilitators, and others)
  • Updated daily with channel partner status and demographics
  • Cross-team visibility to all touchpoints with channel partners, including emails, phone conversations, meetings and seminars attended
  • Workflow to manage key processes such as resolving channel partner complaints, setting up new channel partners, and advising channel partners on changes in policy
  • Available on mobile and desktop devices

Technical components of the solution are:

Products:

  • Salesforce Enterprise Edition (running on the GovCloud environment)
  • Boomi ETL
  • SQL Server 2014
  • iContact email communication tool

Technologies:

  • SQL Server Integration Services
  • Salesforce Declarative Application Builder

Languages:

  • C#
  • ANSI-92 SQL
  • Salesforce Apex and Visualforce

Tags: Channel Management Solutions, Covered California, Sales & Marketing Solutions