Insight Driven Health

Accenture Health Experience Platform

Payers looking for competitive advantageHealth payers are challenged to drive continued profitable growth while retaining customers in the age of digital disruption. Fragmented systems across sales, marketing, and service have hindered meaningful interactions and prevented a 360-degree view of health consumers. Ineffective sales processes and weak integration with payers has also frustrated brokers and increased administrative costs.

Significant changes in the Payer industry today Developing trends are also increasing pressure and impacting how payers conduct business. Consumers are demanding anytime anywhere access and improved service, competition is increasing, and inflexible legacy platforms are making it difficult to adapt. The basis of competition for Payers has fundamentally changed.

To succeed today, Payers need to do three key things:

• Engage customers meaningfully

• Streamline broker operations

• Equip service agents

Designed exclusively for health payersWe understand the challenges facing the industry across Individual, Group and Medicare segments. Powered by Salesforce cloud-based solutions, the Accenture Health Experience Platform provides next-generation tools and processes for improved retention and growth.

Accelerate delivery and reduce implementation riskOur Health Experience Platform includes pre-configured features that help address chronic pain points. Accenture has developed multiple assets and tools for rapid project delivery at lower risk. These proprietary assets can accelerate time to market and reduce delivery time by up to 25 percent. The Platform includes three modules:

Providing a holistic view of each customer, the Accenture Health Experience Platform is an integrated solution for streamlined sales, marketing and service.

Accenture Customer Solution Supports smarter targeting and tighter integration between sales and marketing to improve lead conversion ratios and reduce sales cycles.

Accenture Broker Solution Provides stronger engagement with brokers, improved broker satisfaction and reduced sales cycles.

Accenture Service Agent SolutionIncreases first-call resolution and reduces average handle times thereby boosting customer satisfaction.

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Customize to meet the needs of your organization The full range of capabilities in the Health Experience Platform can be tailored to meet the most pressing needs of each organization, with payers choosing to implement one, two, or all three modules.

Accenture works with payers to implement efficient, end-to-end processes that can strengthen customer and broker relationships, increase rates of customer acquisition and retention, and produce long-term growth.

Find out more:Scott Brown Managing Director, Health CRM j.scott.brown@accenture.com

Pervez Alam Senior Manager, Cloud First pervez.i.alam@accenture.com

Accenture Customer Solution

Sales Cloud,Marketing Cloud, CPQ,Community Cloud

Sales Cloud, Marketing Cloud, CPQ, Community Cloud

Service Cloud,Community Cloud

Accenture Broker Solution

Accenture Service Agent Solution

About Accenture Insight Driven HealthInsight driven health is the foundation of more effective, efficient and affordable healthcare. That’s why the world’s leading healthcare providers and health plans choose Accenture for a wide range of insight driven health services that help them use knowledge in new ways—from the back office to the doctor’s office. Our committed professionals combine real world experience, business and clinical insights and innovative technologies to deliver the power of insight driven health. For more information, visit: www.accenture. com/insightdrivenhealth

About AccentureAccenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions—underpinned by the world’s largest delivery network—Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 373,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

Accenture Health Experience Platform

• Digital shopping portal via communities• Personalized products• Automated marketing campaigns• Customer community with

- Individual health dashboard- Multi channel service support - Claims status- Relevant health info

• Broker portal via Salesforce communities • Small group quote to card• Automated sales agent workflow • Omni channel support for brokers • Broker dashboard

- Book of business- Commissions - Service Request

• 360-view of customer• CTI integration • Guided scripting• Suggested knowledge articles• Gamification• Customer surveys• Multi channel service including chat,

web, email, communities