Case Study: National Health Care Insurance Provider achieves HIPAA-compliant patient engagement and more efficient member outreach with SpiceCSM

National Health Care Insurance Provider - Customer Case Study

National Health Care Insurance Provider turned to SpiceCSM to better manage and contact eligible consumers and to expand services for existing members. The insurer needed a HIPAA‑compliant patient engagement platform that provided a complete view of member data, enabled timely outreach, and improved efficiency and data capture across high‑volume interactions.

SpiceCSM delivered its All‑In‑One CRM as a HIPAA‑compliant engagement platform, combining Guided Process scripting for agents with integrations to IBM Watson (email routing), NICE inContact (telephony), and Ushur (SMS). The implementation increased agent efficiency, enabled outreach at the right time, allowed the organization to handle more interactions while producing better data and reporting, and produced an improved member experience.