Process Improvement Paves the Way for a Successful Customer Migration

The Client

This company’s comprehensive solution portfolio and robust software as a service (SaaS) infrastructure enable tens of millions of electronic transactions to be processed each month for hundreds of insurance companies, including the majority of the top 25 insurance payers.

The Challenge

Our client acquired a similar software company in order to expand its footprint and grow its customer base. The acquired company’s customers were using its software to find errors, fraud, and overpayment in bills and claims; as a result of the acquisition, these customers would be on-boarded onto the new owner’s platform. Transferring clients to the new system would be logistically complex — requiring data migration, customer process changes, and re-negotiated contracts.

With revenue on the line, the company needed to maximize customer satisfaction in order to mitigate churn, all while blending two previously competing organizations — a challenging endeavor.

In addition, ICD-10 was rapidly approach. These new standardized codes for healthcare organizations were a significant industry change. The company knew it was important to handle the client migration ahead of ICD-10, so that they weren’t implementing the change on two platforms, one soon-to-be obsolete.

The Solution

We developed an end-to-end client migration process that was right-sized for both organizations. We worked closely with a team of subject matter experts to create a process that was straightforward and repeatable, with clear roles and responsibilities — such as who would engage with what client at what point in time.

To communicate all of this to an organization with multiple locations, we used a robust SharePoint site, built with an attractive and easy-to-use interface. The site tracked progress through the five critical project phases: assess, define, design, develop, and deliver. The SharePoint site was leveraged to successfully coordinate teams’ activities through a very tight timeline, and with a number of complicated moving parts.

On the SharePoint dashboard, teams could track where they were in the process, as well as what parts were in flight at the moment. With a click, they could dive into details including roles, responsibilities, and the desired customer. This presentation made it more efficient to skim progress and also made the information itself more digestible. Essentially, SharePoint became a simple technical solution to a process problem.

To launch, we created an event, gathering over 100 people to a centralized location. Each process owner discussed his or her phase of the client migration and all of the corresponding templates. We then plotted a “treasure hunt” through the SharePoint site that was designed to provide each person some experience with both the process and the SharePoint tool before they were asked to operate it.

The Impact

The company was able to migrate customers prior to the ICD-10, and hit the rest of the critical points in their timeline. In addition, by establishing process, the company was able to improve their process maturity, setting them up for greater long-term success.