Case Study: SCAN reduces support calls and improves member self-service with Primacy

SCAN saves $7 per portal transaction with Primacy

The customer, SCAN, a health plan provider, faced the challenge of an outdated online member portal that lacked self-service functionality. This forced their senior members to conduct all business, such as paying bills or requesting ID cards, over the phone. Vendor Primacy was engaged to create a new, feature-rich portal to meet the expectations of today's tech-savvy seniors and reduce inefficient phone-based customer service.

Primacy implemented a comprehensive solution by developing a new member portal with over twenty new self-service features, informed by direct research with SCAN's members. The result was a streamlined experience that allows members to manage their health plans online, leading to a significant operational savings of $7 per call diverted from the phone system. This efficiency directly impacts SCAN's bottom line and allows them to reinvest in member care.

SCAN