Case Study: a health insurance provider achieves 100% adoption and improved member retention with Silverline and Salesforce

a health insurance provider achieves 100% adoption with Silverline

A health insurance provider serving over 100,000 members was facing challenges with its outdated CRM system, Act!, which failed to provide critical sales insights. Its provider relations team manually tracked communications, lacking transparency into issue statuses, agent productivity, and trends. Additionally, its marketing team needed a more robust system to track campaign ROI and improve the precision of its outbound messaging. The company partnered with vendor Silverline for a solution.

Silverline implemented Salesforce Sales Cloud to provide a unified system of record for sales, provider relations, and marketing. The solution included customized processes, case management, campaign tracking, and integrations. As a result, the client doubled its retention rates for key member groups, achieved a 100% company-wide adoption rate, and developed a plan to bring its Medicare marketing campaigns in-house, eliminating third-party costs.