Trium

Major Health Plan Provider

Defining Innovative Service Strategy in the Wake of a Major IT Implementation

Background

Our client, among the nation's leading health plan providers, contacted Trium for strategy support within their Service Operations division — 12,000 claims processing and customer service professionals serving over 25 million clients, providers and members. Following implementation of a major business transformation process which was driven by a new, state-of-the-art integrated IT platform, the client needed to develop a stronger, clearer overarching service strategy.

Trium's Approach

Trium focused on helping create a compelling and meaningful service strategy that would:

Provide long-term direction for the organization
Prioritize short-term actions
Leverage the benefits of the new IT platform
Re-energize and re-focus the organization

Trium's approach began with a discovery process to surface key issues and opportunities, as well as to identify and align behind the answers to key strategic questions. Our approach included a multi-day process with Service Operation's senior leadership team in which we developed a range of discrete strategic options and then assessed and selected a service strategy that reflected various points of view: customer, competitor, stakeholder and senior leadership.

Client Impact

Together we paved a path toward strategic execution, ensuring that leaders stayed motivated and confident that execution would reflect their intentions. The strategy was extremely well received by other stakeholders and has re-energized and focused the entire Service Operations organization.