Enable members to enroll, check the status of their claims and benefits, and choose from different health-plans — all online Unified View of Members to Customer Service Reps: Who should receive which offers? Health Care Insurance Countries: Chapter 6 Enterprise e-Business Systems. Drive-in customers get food, entertainment, or cash incentives Most offers are time-sensitive, with tight expiration dates….. I was a year old man from the distant state of Montana…. At the same time, began laying off customer service reps as part of a planned consolidation of 20 primary and specialty service centers into 9 regional centers Rationale:
I never let them take me on a tour of the building. I was a year old man from the distant state of Montana…. Expected new IT system to deliver huge gains in productivity from automated claims processing and customer service. Cigna’s top management analyzed the reasons for the debacle. CIF requires data from a disparate set of databases, located in various parts of the enterprise containing data of varying ages collected from various sources and channels, and stored in a multitude of different architectures and platforms Ex: So we routed our customers into three different lines which created a visible differentiation in customer service. Corporate politics was not too bad because no single business unit lost control of its data.
Just as we are careful and meticulous in managing cash and negotiables, we have a duty and obligation to exercise a high degree of care with the data that is the basis for customer relations and decision-making. Enable members to enroll, check the status of their claims and benefits, and choose from different health-plans — all online Unified View of Members to Customer Service Reps: And now they all contribute to a greater understanding of the company as a whole.
Dell CIO Technology challenges took a back seat to the challenge of breeding acceptance of the system to target users – customers and sales people, who are not technology professionals Hence, had to develop self-managing, simple tools L.
Outline Harrah’s: A CRM Success Story Cigna HealthCare: A CRM Failure – ppt download
Customer history and reward-point tallies are passed down from this database to the onsite mainframe systems – which, in turn, relay the data to the card readers. To make this website work, we log user data and share it with processors. And segment-based data are of limited use to finance, hence the common misalignment problem between finance and marketing. Eliminate unnecessary paperwork Ensure timeliness of data Assign responsibility and authority to a specific individual: Make sure your back-end data is cleansed and filtered for front-end use – When it comes to data migration, take nothing for ppt.
People Issues Build or Buy or Rent? Have experienced project managers to monitor every stage of the process. It would have taken too much time and been too expensive. Published by Elfreda Morrison Modified over 3 years ago.
CRM Implementation Failure at Cigna Corporation|IT and Systems|Case Study|Case Studies
Overlooked in market segmentation analysis performed by the Marketing dept. I was a year old man from the distant state of Faolure. Motivate the Data Providers To get good quality data L. Auth with social network: Who should receive which offers? How you connect CRM to the back office and bring customers on board makes all the difference. In CRM, there are absolutely no rules.
Crm implementation failure at cigna corporation case study ppt
It is also important to know when to pull away from an investment in a customer who is not worth it. There is no best way.
The customer ends up mangled. Competitors are trying to catch up.
CRM Implementation Failure at Cigna Corporation
If you wish to download it, please recommend it to your friends in any social system. Once the concept was proved, we had pressure from the top to integrate other applications as well. Gaining a Competitive Advantage. Reengineering forgot about people.
Keep implementztion project management in-house – Even if you hire a consultant to implement your IT integration project. So we routed our customers into three different lines which created a visible differentiation in customer service.
System went live 3. About project SlidePlayer Terms of Service. What gets measured and rewarded gets done!