Case Study: a large health insurer improves member health outcomes with DataOceans

Redesigned Communications Lead to Better Health Outcomes

A large health insurers company, one of the nation's largest mutual health insurers, faced a significant challenge with its member communications. Their existing black and white health statements were confusing and created service friction, dragging down member satisfaction scores. They needed to transform this experience with a customizable, attractive statement but lacked the internal IT resources to consolidate their complex, disparate data from multiple sources. They turned to DataOceans for a CCM platform and managed services solution to address this.

DataOceans utilized its proprietary ETL tool to integrate the disparate data and design new, interactive statement templates. The solution enabled the insertion of variable, personalized wellness content and gave business users the tools to manage presentation rules easily. The results were highly successful, including a 95% member favorable rating, a 90% Net Promoter Score, an 85% reduction in the time needed to change content, and a significant reduction in member service calls.