ConcernEAP Case Study

Concern: EAP Improves Customer Service, Streamlines Business Operations and Advances Sales Capabilities with Microsoft Dynamics CRM

Concern: EAP, headquartered in the San Francisco Bay area, is a Knox-Keene licensed specialized health care plan that offers a national employee assistance program focused on high levels of service to their client organizations, helping to restore and maintain workplace health and productivity through their distributed network of licensed clinicians, work/life consultants and professional trainers. For nearly three decades, Concern: EAP has been delivering clinical excellence to corporate health benefits departments.

Challenge

Concern: EAP’s legacy management system was based on a PowerBuilder development platform which required constant maintenance and support. The Concern: EAP clinical staff, who were the primary users of the system, found it difficult to update and change which continually required outside resources to manage and maintain.

Concern: EAP’s legacy management system was based on a PowerBuilder development platform which required constant maintenance and support. The Concern: EAP clinical staff, who were the primary users of the system, found it difficult to update and change which continually required outside resources to manage and maintain. Concern EAP needed a CRM solution that would provide:

• Sustainable, cost-effective platform – Due to the limitations of the legacy solution, Concern: EAP needed a CRM platform that was flexible, manageable, and cost-effective as well as one that would adapt to future business needs.
• One integrated solution for all staff – To address all the needs of the organization, Concern: EAP required a solution that would leverage the existing data from the legacy solution for the clinical services team as well as include other areas of the business such as sales, customer service and operations.
• Streamlined work processes – With an integrated solution, the organization wanted the ability to define and refine its business processes to reduce duplication of efforts and paperwork, improving overall efficiency. By further streamlining its processes, the organization could focus on improving service delivery to better meet the needs of its customers.
• Flexible security and compliance – Due to HIPAA regulations, the organization needed a way to efficiently comply with requirements yet have the flexibility for users to access the information they needed to do their jobs effectively.

Solution

To address these needs, PowerObjects implemented a customized, reliable on-premise Microsoft Dynamics CRM/xRM solution for Concern: EAP. "We chose PowerObjects as our partner because of their background working with PowerBuilder applications as well as Microsoft Dynamics CRM. We were really impressed with PowerObject’s CRM skillset, disciplined approach, and strong ability to really understand our needs and how Microsoft Dynamics CRM would help our business," said Gene Miner, Clinical Manager, at Concern: EAP.

The solution leverages standard Microsoft Dynamics CRM functionality (leads, accounts, contacts, opportunities, cases) together with the xRM platform to enable their unique business processes such as searching and matching clients with providers, managing grievances, provider payments and customer billing.

Key Benefits

"Microsoft Dynamics CRM meets our requirements very well. We have gained full integration of our all teams and with roles set-up, we now possess an integrated solution that our clinical, sales, service and operational teams can access to retrieve and share information quickly and easily," said Miner. "Having the information in one place has also eliminated duplicate data entry that occurred with the old solution and we now have access to accurate real-time information."

From a back-office perspective, the organization has automated several processes and reduced paperwork significantly with Microsoft Dynamic CRM. "With the new solution, we are now managing our records electronically. From clinical services, contracts, to billing, we have been able to save so much time and have increased productivity across the entire organization," said Miner.

Having the ability to access accurate customer information has been a time-saver and has improved customer service capabilities. "The whole process from receiving a phone call, locating the client record, creating a case and referring one or many providers to the client’s case, can be made with just a few clicks, providing superior speed and improved customer service," said Miner.

For HIPAA compliance, Microsoft Dynamics CRM has allowed the account management and clinical services teams to work with the same client/contact record simultaneously and never interfering with or seeing data they are not allowed access to. "We need to comply with HIPAA security regulations on a daily basis and CRM has given us the flexibility to separate the data according to roles and levels within the organization and be confident that we are meeting those requirements," said Miner.

Overall Microsoft Dynamics CRM’s flexibility and architecture has allowed Concern: EAP to move to the next level. "The platform gives us the control and flexibility we needed. It was a big change for our organization but with PowerObjects help in implementing Microsoft Dynamics CRM, it’s been worth it. CRM has been a big win for our organization and has allowed us to grow our business without adding any new staff. We are very excited by unlimited possibilities that CRM brings to our organization now and as we move into the future," said Miner.