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Health insurer modernizes systems, driving digital engagement for 80% of member interactions.
After a multi-year technology transition, HBF has effectively replaced its visible, CRM, and core mainframe systems with innovative digital, cloud-based platforms. The non-profit health insurer now offers improved customer support tools, such as a member portal, app, and website, along with a new core insurance platform for policies, claims, and goods.
Team structures have been altered to form agile tribes and squads in an effort to expedite the delivery of features that interact with customers. Modernized technologies, according to Chief Information and Transformation Officer Sanjeev Gupta, will improve first-contact responses by streamlining interactions and provide improved insights into members' health needs.
Since digital channels account for almost 80% of member contacts, HBF collaborated with a number of partners, including PwC, Deloitte, and AWS, to make sure these changes were implemented successfully. HBF, which was established in Western Australia and already has 1.2 million members, is poised for more agility and responsiveness in the future.
HBF wants to make sure that members receive timely information and support by improving its digital offerings going forward. It is expected that the shift will enable more effective data analytics, which will ultimately result in better member health outcomes. HBF demonstrates its dedication to providing high-quality treatment and assistance that is suited to the requirements of its community by utilizing technology.
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