Overview
The client is a Fortune 50 Healthcare Payer company from the United States. It operates as a Health Insurer providing health plans and clinical, behavioral, pharmacy, and complex-care solutions that promote whole health. Sonata Software engaged with the client by helping them migrate from their current CRM system to Dynamics 365 CE. This conversion process focused on modernizing their Sales Process for Brokers, employees, and members.
Pressure Points
The major challenge that the healthcare giant faces is the problem of high ownership costs together with low return values on the current CRM investments.
High cost of ownership and ensure that investment in CRM delivers maximum value and returns
Disjointed data views that impede effective customer engagement
Need for optimized sales processes for efficiency and effectiveness
Dire need to establish comprehensive CRM capabilities that truly support business objectives
Facilitate smooth interaction among various sales personas, such as brokers, employees, and customers
Solutions
The Health Insurer chose Sonata Software to facilitate a smooth migration from their current CRM system to Dynamics 365 CE.
Used an IP-based tool for assessment and migration with personalized and guided journeys
Defined intelligent business processes: Quote to Card, driven by Copilot
Created a Data Migration plan from the existing system
Created a Data Migration plan from the existing system
Customized Solution Accelerators to meet client’s needs
Key MS D365 CE Features
- Customer Insights: Improved Customer Journeys
- Lead Scoring: Using real data, AI can help determine which factor(s) have led to Lead Conversion and help in prioritization
- Sequencing: Create a Sales Playbook, checklists for guiding agents to close deals, and Auto-create activities with future due dates
- Unified Routing: Configuration-based rules for automatic routing and assigning leads & cases
- Copilot: Know Your Customer | AI-Generated Account Summary | Prepare for Calls/meetings | AI-Generated Preparation Notes
- Microsoft Fabric Integration: Blend on-prem/in-cloud data for powerful Reports. Enhancing capabilities of Power
- Teams Integration: Record sharing and real-time collaboration. Inbound/Outbound Telephony
Benefits
50% saving in CRM license cost and enhanced business performance
Streamlined workflows and improved efficiency with AI-driven conversational insights and productivity tools integration
Improved agent productivity via AI virtual Assistant with sales CoPilot
Better Customer Service and seamless integration with third parties
Helped build personalized sales strategies
Reduced overall sales cycle to maximize cross-selling and up-selling opportunities
