Customer Communications Management For Healthcare Payers In 2021(part-2)

Why can’t payers build their customer communications management platforms?

Healthcare payers may seem to be more than capable of building and implementing their communication management platform. These companies support large-scale IT systems and technical teams. They may contain various existing CCM components that are integrated with their current applications.

However, building an internal CCM application is not an ideal solution for most companies. Integrating and generalizing enormous volumes of member data is a huge task in communication. Most companies have important IT projects on their boards. Building a communication platform affects the ability of an application outside of its core capabilities to deliver on other complex projects.

Payers who want to modernize their existing customer communication systems will find that they are built with a variety of legacy components and point solutions that should be integrated into any new solution. Most of these are not fully integrated and require ongoing manual processes, which are expensive to implement and introduce risk. Payers are required to pay for licensing and internal support to keep point solutions up to date.

Finally, even if a company can build an internal solution, it cannot do so in a time frame that allows it to sustain changing expectations of customers. Customer communications continue to grow rapidly and companies lack the expertise, time, and money to keep an internal CCM solution up to date.
Companies can no longer rely on legacy platforms to create communications.

As this article states: “Insurers have realized that instead of using a back-end system to provide front-end service, they should focus on implementing two-speed architecture; Focused on the back-end policy, focused on the front-end customer and each designed to communicate with one another in an open-looped system. Runs at the forefront, delivering the content and experiences they want to customers and as a result, raises the satisfaction rates of insurance companies. ”

Benefits of Managed Services Hosted by CCM for Healthcare Payers

In comparison, a CCM solution purchased from an experienced vendor conforms to the best practices in communication when implemented faster than a domestic solution. Featuring user-friendly interfaces, it can be owned and controlled through business avenues, rather than the expensive and busy IT segments that IT created. Adopting hosted operating services allows companies to avoid large capital costs by switching the CCM solution to the OPEX model.

The simple unit price model can replace complex licensing, but provides insight into costs and savings; Of course, communication improvements can pay for the solution in savings from print, postal, and customer service support.

With the onset of the Kovid pandemic, we saw the need for digital channels to become a much faster pivot and to provide health information and updates to members in real-time. Digital communications are changing rapidly, putting pressure on companies to add new digital channels and improve the customer experience of existing channels. The Omnichannel customer communication solution that focuses on health plan members can meet their needs and the needs of the payers who serve them.

What if you could improve your communications to increase retention and protect your investment in member acquisition? BENEVOLENCE TECHNOLOGIES is the right choice, and if you could realize its potential to withstand all costs? Talk to us about how we have partnered with other payer members to improve and enhance their communication.


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