Case Study: Health Maintenance Organization improves member satisfaction and call center productivity with OpenLegacy

HMO Web-Enables AS/400 App for Improved Customer Satisfaction and Greater Efficiency

The Health Maintenance Organization, a nationwide healthcare provider with a legacy IBM AS/400 appointment-booking system, needed a more modern, state-of-the-art web experience for members and call center staff. Its basic web-enablement approach was no longer enough to support usability, customer satisfaction, and operational efficiency.

OpenLegacy was used to quickly transform the AS/400 application into a web application with better workflows and a streamlined interface. In just four hours, OpenLegacy helped create a proof of concept, and within seven days the HMO had a fuller solution with multiple appointment-scheduling workflows and new features like calendar view, unified search, auto-complete, and breadcrumb navigation. The result was a 60% average productivity improvement for call center representatives, training time cut in half, and improved member satisfaction.