Case Study: Collective Health achieves scalable, compliant member support with Adaptavist

How Adaptavist is helping Collective Health deliver an unparalleled member experience

Collective Health, a healthcare benefits company, needed a scalable, compliant way to support a rapidly growing member base while maintaining industry-leading customer satisfaction. To deliver this, Collective Health worked with Adaptavist using Atlassian tools including JIRA, JIRA Service Desk, Confluence, ScriptRunner, and JEMH to replace manual, fragmented processes with a more efficient, automated service platform.

Adaptavist designed and implemented the solution through business analysis, workflow mapping, custom development, and information architecture improvements. The result was faster turnaround times, stronger visibility through dashboards, queues, and SLAs, dynamic permission controls for PHI, and better data quality and reporting; the system went live for 30,000 customers and helped ensure that no communication or query was lost.

Collective Health

Preston Tollinger

Chief Technology Officer