Enriching the Healthcare Member Experience: Program Management for a Salesforce Implementation
A large healthcare services organization needed to respond to a growing number of complaints about their user experience. To implement change, the organization developed a multi-year initiative for a Salesforce implementation solution including Salesforce OmniStudio. The program was comprised of operating model changes and investments to modernize internal and market-facing technologies and included re-platforming existing technologies to a Salesforce stack with Salesforce Health Cloud and Salesforce OmniStudio. This portion of the initiative was broken out into three phases:
- Phase I – Define requirements to design a 360-degree, white-glove member care infrastructure, inclusive of an operating model, redefined roles and responsibilities, and supporting technology
- Phase II – Refactor existing Microsoft Power BI dashboards to native Salesforce Health Cloud console screens for use by internal customer support agents
- Phase III – Reimagine, redesign, and refactor the existing member portal using Salesforce Health Cloud and Salesforce OmniStudio
During Phase III leadership began to see signs of struggle on the program and Kenway was engaged to complete an assessment. Through the analysis challenges were identified and a Program Management framework was instantiated which included a defined solution to build requirements and implement an agile framework for the salesforce implementation project inclusive of estimates to complete, capacity needs, testing plans, etc.
Read more about Program Management for a Salesforce implementation and how Kenway helped this Healthcare services organization. For more about Agile: Steps to a Successful Agile Transformation.
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