eHealth
Insurance
Service Cloud implementation and data integration across front / back office, increasing speed and flexibility of online quoting system.
About eHealth
eHealth is a private online marketplace for health insurance. The company’s mission is to connect everyone—individuals, families and businesses alike—with quality, affordable health insurance and Medicare plans.
Situation
eHealth was leveraging an outdated, homegrown back-office system that was also functioning as its CRM platform. The technical debt associated with this approach made it impossible for eHealth to scale to keep up with business needs and support growth.
The company’s siloed systems also resulted in decentralized data, bad data hygiene, cumbersome and skewed reporting, and an inability to make data-driven business decisions. Finally, eHealth’s partner team members were managing partner information using spreadsheets, which provided no consistency, visibility for leadership or accountability.
The Zennify Solution
Clouds Implemented
Sales Cloud, Service Cloud & Shield
Systems Integrated
Back-office (homegrown), Front-office (homegrown), LivePerson, Cisco Finesse (CTI), OnQ (Auto Dialer), Outlook
Systems Replaced
CRM Functionality in homegrown back-office system, Outlook
Third-Party Applications
LivePerson Connector, Cisco CTI Connector
Strategy
Zennify delivered a customer engagement platform featuring powerful integrations extending from lead inception within eHealth’s business systems, through agent-led call center sales conversion, all the way to insurance carrier application approval.
Taking advantage of new features to streamline and enhance the lead capture process for quoting and enrolling, eHealth dramatically increased the speed and flexibility of its online quoting system.
The Zennify team also implemented new business applications, policy renewal, and recertification processes, including sophisticated product selection and membership enrollment capabilities, greatly reducing the number of hours eHealth employees spend on manual tasks.
Zennify’s solution enabled Salesforce Leads and Opportunities, helping eHealth’s partner team manage the onboarding process for new partners and expand relationships with existing ones. Now, the team is equipped with a complete, panoramic partner view that facilitates cross-vertical teamwork during the onboarding process.
In addition, a new Enrollment Campaign process lets eHealth monitor the drop dates of partner marketing efforts, helping call center management predict call volumes to appropriately manage staff and optimize call-selling decisions.
For Open Enrollment 2019, in just six months, the Zennify Experience Design team also rebuilt eHealth’s Affordable Care Act (ACA) and short-term insurance plan online shopping flows, including a plan comparison feature and a mobile-first experience. See demo here.
Results
Doubling of new insurance applications via online price comparison tool added during website rebuild
An intelligent lead scoring process, along with automated lead routing and team assignment
