Case Study: UnitedHealthcare achieves proactive, personalized member experience with Salesforce

Unitedhealthcare Keeps Customers on the Road to Health with Salesforce

UnitedHealthcare, part of UnitedHealth Group with 270,000 employees and a long‑time Salesforce customer, faced rising healthcare costs and highly disconnected digital experiences that left members without timely, personalized support. The organization needed to shift to a proactive, predictive, member‑centered model and break down siloed systems so customer care teams could quickly understand and guide each member’s health journey.

To do that, UnitedHealthcare equipped about 9,600 employees with Service Cloud for a single‑screen view of members, used MuleSoft Anypoint Platform to integrate legacy systems and unify data, and deployed Marketing Cloud to deliver personalized, multi‑channel health journeys. The integrated solution enabled real‑time, personalized recommendations, improved care coordination, increased member loyalty, and helped steer members to higher‑quality, lower‑cost care while laying a foundation for further personalization and prevention.

UnitedHealthcare

Phil McKoy

Chief Information Officer