Kenway Consulting’s expertise delivered an industry-leading Health Plan Portal for unparalleled user satisfaction.

Summary

A prominent Pacific Northwest health insurance provider was facing a mounting crisis. Their outdated member portal was causing widespread dissatisfaction among users, creating significant risk to their reputation and market position. With only three months left before a critical deadline, the project was mired in delays, poor planning, and lack of expertise. Kenway Consulting stepped in as the trusted thought leader, transforming disorder into success. By leveraging their unmatched expertise in Salesforce technologies, innovative methodologies, and rigorous project execution, Kenway delivered a seamless member portal that now stands as a benchmark for industry transformation efforts.

The Challenge

The healthcare provider was grappling with the growing complexity of digital engagement in the health insurance sector. Member complaints and frustration over their outdated portal reached a breaking point, jeopardizing loyalty and revenue. The task at hand was enormous:

• Legacy System Weaknesses: Existing systems couldn’t meet the expectations of modern consumers demanding simple, intelligent, and personalized digital solutions.
• Program Management Gaps: A multi-year Salesforce transformation initiative, already in its third phase faltering. Disorganized planning and minimal documentation left the project in jeopardy with 90% of the platform to be built over a three month period. 
• Resource Deficits: Misaligned staffing, lack of Salesforce OmniStudio expertise, and a 50% turnover rate in the offshore development team severely hindered progress.
• Testing Weaknesses: Without structured testing, risks to quality and compliance loomed large.

The original launch date was out of reach, threatening reputational harm and missed market opportunities.

The Solution

Kenway Consulting leveraged its renowned expertise to address critical weaknesses and implement innovative solutions. More than just rescuing the project from failure, they assumed the role of a trusted guide, driving the initiative to success while establishing new benchmarks in technology transformation.

1. Redefining Requirements with Precision

Kenway swiftly established a central framework for documenting and managing project scope using Microsoft Azure DevOps. They categorized and prioritized requirements to maximize impact and efficiency, ensuring a crystal-clear roadmap for every stakeholder. This strategic move not only brought order to chaos but also demonstrated Kenway’s authority in redefining project governance.

2. Scaling Expertise with Impact

Recognizing the critical knowledge gaps, Kenway expanded the team size from eight to over twenty, strategically integrating highly skilled Salesforce specialists to strengthen the client’s capabilities. By fostering an environment that minimized turnover and maximized efficiency, Kenway not only stabilized productivity but also empowered the client’s workforce to deliver a seamless and impactful member experience, ensuring long-term success for the organization and its stakeholders.

3. Setting New Benchmarks with Agile

Kenway introduced a custom-tailored Agile approach, incorporating structured sprints and rigorous backlog grooming practices. Their methodology brought a level of transparency, accountability, and velocity that redefined the client’s approach to project management. By leading the transformation to a high-performing Agile framework, Kenway demonstrated their industry leadership in scalable project execution.

4. Pioneering Testing Excellence

Going beyond standard practices, Kenway developed a robust testing strategy to ensure every facet of the platform was functional, secure, and compliant. More than 1,000 test scenarios were meticulously executed, exemplifying Kenway’s commitment to delivering quality at scale.

5. Guiding Unified Communications

Kenway addressed offshoring communication gaps with daily working sessions that fostered alignment across onshore leadership and offshore developers. Their ability to unify teams demonstrated unparalleled leadership in complex, multi-geography project environments.

The Results

Kenway’s efforts elevated the program to an exemplary standard of execution. The results were a testament to their reputation as problem-solving pioneers and innovation leaders.

• A Seamless Launch: Over 100,000 members were onboarded during a flawless platform rollout. Six minor issues were identified and resolved within minutes on the first day, cementing Kenway’s position as the authority on successful large-scale releases.
• Enduring Industry Innovation: The redesigned portal leveraged Salesforce OmniStudio to create an intelligent, intuitive, and customer-first experience. Kenway’s innovative approach positioned the health insurer as a leader in digital transformation within its sector.
• Risk Reversal: Through relentless focus on governance and quality, Kenway significantly mitigated risks and demonstrated their ability to perform under extreme pressure.
• Client Testimonial of Success: Leaders involved in the program praised the outcome, describing the transformation and launch as the "most seamless release of an application of this scale in our careers."

Kenway’s Thought Leadership

Kenway Consulting didn’t just deliver a member portal; they redefined what’s possible in the realm of business transformation. Their interventions are a case study in leadership, offering indisputable proof of their capacity to solve the most complex challenges through expertise, collaboration, and an unwavering commitment to results.

Why Kenway?

• Proven Track Record: This engagement builds on Kenway’s history of delivering measurable, business-changing results across a range of industries and technologies.
• Unmatched Expertise: Kenway’s Salesforce OmniStudio capabilities set them apart as innovators at the forefront of technology advancements.
• Setting Standards: From Agile processes to end-to-end testing frameworks, Kenway’s methodologies are often seen as benchmarks for effective project execution.
• Focus on Impact: For Kenway, transformation is more than just meeting a deadline; it’s about creating lasting value for businesses and their customers.

Key Takeaways

As a trusted advisor, Kenway not only revitalized a struggling project but also redefined industry standards for precision, quality, and innovation. By combining unparalleled expertise, a collaborative approach, and a commitment to delivering measurable outcomes, Kenway has solidified its position as a leading authority in managing complex technology transformations.

Looking to bring your vision to life with a partner who sets new benchmarks in success? Contact Kenway Consulting to see how their expertise can guide your next initiative to extraordinary results.