Case Study: Optum360 reduces administrative tasks by 72% with LTIMindtree’s Magnet360 Salesforce solution

Magnet360 Helps Optum Decrease Administrative Tasks By 72%

Optum360, a division of UnitedHealthcare Group, faced challenges with member attrition and high operational costs in its health coaching business. Coaches were burdened by using over eight disparate systems, leading to duplicate documentation and significant time spent on administrative tasks instead of member engagement. LTIMindtree's Magnet360 practice was engaged to help digitally transform this service.

LTIMindtree built a unified coach console using Salesforce Service Cloud, integrating seven systems to create a single view of the member. The solution incorporated Marketing Cloud for automated engagement and introduced Live Agent chat functionality. By automating manual processes, LTIMindtree's solution eliminated 72% of administrative tasks. This led to a 20% increase in members serviced, a 50% rise in profitability, and 20% business growth.

Optum360

Matt Nyquist

Chief Information Officer of Population Health