Accenture Launches Offering to Help Health Insurers Enhance the Customer Experience and Deliver Long-Term Growth

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Accenture’s Health Experience Platform—a Salesforce Fullforce Solution—leverages cloud, mobile, social, IoT and data science technologies to accelerate business transformation

Accenture has introduced the Accenture Health Experience Platform, a suite of intelligent, cloud-based services designed to help health insurers deliver seamless customer experiences and increase long-term growth.

The Accenture Health Experience Platform—a Salesforce Fullforce solution for healthcare—helps payers provide members with personalized services while improving their operational efficiencies. The platform has the ability to evolve to meet customers’ changing needs, as new applications and supplementary services are added.

“In an increasingly competitive environment, health insurers need to deliver effective interactions with consumers that are supported by personalized insights, prompt service and seamless hand-offs between personnel,” said Scott Brown, managing director of payer consulting at Accenture. “The Accenture Health Experience Platform will help health insurance companies effectively deploy consumer strategies, facilitate better interactions and enhance economic outcomes.”

The Accenture Health Experience Platform comprises three evidence-based modules that support the full consumer experience—from enrollment through ongoing services and renewal—to help health insurers deliver improved member and economic outcomes. These solutions use Salesforce’s Customer Success Platform, including Health Cloud, to redefine how companies incorporate the customer into the development, launch and support of their initiatives. The three modules are:

  • Service Experience: The Accenture Service Agent Solution provides a holistic view of each member with an agent dashboard, multichannel service capabilities and access to guided scripts and features to reduce handle time. The module helps increase first-call resolution by providing personalized recommendations, tailored to each member, based on insights captured across various functions.
  • Consumer Experience: The Accenture Customer Solution helps consumers compare plans, secure quotes, personalize options and access benefit information. The portal offers various self-service tools, such as an individual health dashboard, multichannel service support, claims submissions and personalized communications based on member interactions.
  • Broker Experience: The Accenture Broker Solution provides multi-channel tools for brokers to help compress the sales cycle and enhance broker satisfaction. A dashboard helps brokers monitor automated workflows, service requests and sales information, such as their commissions and book of business.

With the launch of Accenture’s Salesforce Fullforce Solution, payers can transform their businesses through faster, more predictable deployments and improve interactions with customers.

“The Accenture Health Experience Platform will help health insurers connect with their customers in entirely new ways,” said Kori O’Brien, senior vice president, Partner Marketing & Solutions, Salesforce. “By working closely with Accenture, a Salesforce Fullforce Solution Partner, we help our customers benefit from the company’s proven industry expertise with Salesforce’s Customer Success Platform.”

Accenture has one of the industry’s largest practices of Salesforce certified consultants that provide extensive industry knowledge and customer relationship management expertise for clients that have chosen cloud computing solutions. Accenture was one of the first global companies to establish a strategic alliance partnership with Salesforce and today has leading capabilities with more than 8,100 professionals skilled in Salesforce.