Learn How Health Plans are Using Salesforce.com to

Navigate a Rapidly Shifting Environment

Martin Sizemore, Principal, National Healthcare Practice

John Rago, Director of Business Development

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• Founded in 1997

• Public, NASDAQ: PRFT

• Major market locations throughout North

America

• Global delivery centers in China, Europe

and India

• >2,100 colleagues

• Dedicated solution practices

• ~90% repeat business rate

• Alliance partnerships with major

technology vendors

• Multiple vendor/industry technology and

growth awards

Perficient Profile

• Combined strength of two well established salesforce.com Gold Cloud

Alliance partners (Clear Task and CoreMatrix)

More than 450 customers │Completed ~3,000 Salesforce engagements

• Expertise: Sales and Service Clouds, Chatter, Portals, Communities, Mobile

and Custom Development on Salesforce Platforms

• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail

• One of the highest Salesforce.com customer satisfaction ratings: 9.5 out of

10!

Salesforce Practice

Agenda

• Overview

• Healthcare Trends and Pressures

– Healthcare Reform

– Transactional to Service Model

– The New Consumer

– Mobile First

• Case Study

• Q&A and Special Offer

Perficient has a long history of delivering successful initiatives for healthcare

payors. By pooling our knowledge and skills into our unique HealthCare

practice, Perficient is able to deliver repeatable, high quality, and cost effective

solutions to our clients.

System Integration, Remediation and Compliance

• Business Integration/SOA

• 5010 Performance Tuning

• ICD-10 Implementation

BI & Analytics

• Healthcare Enterprise Data Roadmaps

• Predictive Analytics

• Data Governance

• Master Data Management

Connected Health

• Portal Collaboration

• Content Management

• Member Experience

We Understand Healthcare Plans

Healthcare Reform

• Focus on the healthcare

consumer (i.e., member)

• The new goal is to drive

improved quality and long-term

outcomes

• Consumer awareness and

education to take better care of

themselves and make better

decisions on the use and

purchase of health care and

insurance

• New levels of integration are

required between sales and

enrollment, sales and quoting,

etc.

Healthcare Trends and Pressures

Explanation Insights

• Affordable Care Act: Health plans need to offer

products for exchanges

• New emphasis on members as well as

traditional employers, agencies and brokers

• Shared responsibility

• Regulatory compliance

• Broader access to care and coverage

• Increased management, oversight of

government programs (MLR)

• Health plan risk management/adjustment

• Health plan reporting requirements

• Access to content to help make better buying

and health living decisions

• Leverage technology to better

engage with your members

• Leverage technology to better

engage with your other

stakeholders (provider, employer,

agencies, brokers)

• Leveraging technology to manage

and monitor your risk

• Connect disparate systems to

manage the member experience

more effectively

• What’s your strategy for engaging

with your members, particularly the

new individual consumers?

• What is your time to value?

Trends and Insights

Healthcare Payor - Case Study

Major Healthcare Payor – National, State Example

Challenges:

• Dynamic business environment

caused primarily by shifting regulations

• Fragmented sales processes

across divisions

• Lack of ability to accurately target

customers and prospects holistically

between divisions

Healthcare Payor Case Study

Solution

• Salesforce platform

• Business process re-engineering effort with a cross-

divisional scope to drive standardization wherever

possible

• Master Data Management initiative

Healthcare Payor Case Study

Master Data Management

CRM

Enrollment

Products

Claims

Servicing

Rating

Self Service

Results

• Improved quality of sales interactions

• Sharing data effectively throughout the

enterprise allows for more intelligent,

targeted marketing & selling

• Pipeline management

• Strengthening coaching through improved

sales representative tracking and feedback

• Greater targeting of cross sell/up sell

opportunities

• Enhanced call management and time

management

• Improved territory management

Healthcare Payor Case Study

Standardizing on Salesforce.com along with the Master Data Management work allowed for the:

• 360-degree view of customer’s entire relationship

• Enhanced reporting and more meaningful, actionable metrics tracking

• Visibility to customer products and services previously managed in disparate data sources

• Sales dashboards and sales process automation including pipeline by broker, product line, timeline, size and new KPIs

Healthcare Payor Case Study

Complimentary Consultation

Please take advantage of our special offer for

1 hour of complimentary consultation

Questions?

Please enter your questions through the “Chat” panel

Thank You!

For more information contact:

877-276-2120

sales@perficient.com