Case Study: The Ohio Public Employees Retirement System (OPERS) streamlines case management and document generation with Eigen X and Salesforce

The Ohio Public Employees Retirement System manages 135,000 documents with Eigen X

The Ohio Public Employees Retirement System (OPERS) faced a challenge when its core application, tied to aging servers, needed to be replaced per security mandates. OPERS partnered with vendor Eigen X to migrate this functionality to Salesforce, specifically seeking to replicate complex case management and document generation processes for its Rehabilitative Services and Disability Review programs.

Eigen X developed a comprehensive solution using Salesforce Service Cloud and Shield. This included configuring complex support processes with automated follow-up tasks, setting up an external portal for medical partners, and implementing DocuSign for document generation. The result was a streamlined contact management system for approximately 4,000 members and the ability to manage over 135,000 supplemental documents, successfully automating the core processes Eigen X was tasked with migrating.

The Ohio Public Employees Retirement System (opers)