Case Study: Independent Health achieves faster, flexible and compliant member communications with Cincom Eloquence

Centralized Communications Team Delivers Healthy Bottom Line with Cincom Eloquence

Independent Health, a Buffalo-based health plan serving about 330,000 members across eight Western New York counties, produces more than two million documents a year and must constantly adapt to changing federal and state regulations. The organization struggled with a legacy correspondence system that required heavy IT involvement, lengthy turnaround for regulatory updates, manual steps, and limited vendor support — all of which hampered speed, compliance and scalability.

Independent Health migrated to Cincom Eloquence, a Microsoft Word–based platform with drag-and-drop data mapping and interactive template capabilities, supported closely by Cincom’s services team. The change gave business users autonomy to make same-day updates, cut training time, reduced staffing on routine jobs (one person instead of two), improved accuracy and turnaround, and enabled plans to migrate high-volume documents (e.g., 50,000 EOBs/month) and pursue broader digital transformation and integrations.

Independent Health

Debra Espe

Manager, Enterprise Content Management and Implementation