Case Study

Health Alliance Plan: How HAP delivers enterprise value through product modernization

  • Needed to improve product development process to keep up with regulatory, customer and market demands
  • Implemented an integrated platform that serves as a single source of product truth across the company
  • Empowered business users, increased efficiency, and improved accuracy for sales, service, and operations

“We need to maintain and have a single source of product truth, product attributes…We need to support the end to end integration between all of the key stakeholders…The product development team, the sales team, the underwriting team, all the way to membership and billing and again to issue ID cards to our members because we want to keep the member at the focus of what we do every day.”

Toni Frawley Director of Commercial Product Development & Management, Health Alliance Plan

The Business Issue

Today’s rapid pace of change made it difficult for Health Alliance Plan (HAP) to keep its insurance offerings fresh and sharable with customers, prospects, and staff. Mounting regulatory complexity, growth of self-funded coverage, and an onslaught of creative benefit designs strained the company’s product management capabilities. HAP, a subsidiary of Henry Ford Health System, wanted a modern product catalog to serve as the source of truth for all sales, customer, and operational needs. This modern product platform would include a detailed catalog of plans and benefits easily maintained and customized by product managers, which connects the departments, systems, and users who need it, while also providing value-added functionality such as touch-button sales and marketing literature.

The Solution

Having already deployed Pega’s healthcare CRM applications for customer service, appeals and grievances, sales, and enrollment, HAP chose Pega Product Composer System™ (PCS) to be its central product repository and deliver enterprise value. A single source of truth, HAP’s modern product catalog grew to hold small group, large group and later government plans. It dramatically speeds sales quotes and renewal processing through integrated product selection and supports both customer service and care management activities through accurate information for benefit inquiries. PCS helps to simplify the configuration of HAP’s legacy claims adjudication system via automated product loading. Further, the solution supports product modeling, regulatory filings, and member materials creation, enabling the organization to leverage the modern product catalog in both customer-facing and back-office functions.

The Results

  • Simplified product management and provides clear portfolio visibility for making market decisions, including restructuring the use of product riders
  • Integrated and automated product load for legacy systems – saving time, ensuring accuracy, and driving the decommission of older systems
  • Implemented push-button documentation for pre- and post-sales product materials, including SBCs and Schedule Pages
  • Sped up sales quote delivery by 66%.

Related Resources

  • Learn how Pega Product Composer System can galvanize product innovation and slash time to market.

  • A modern product catalog can help to boost sales. See how it works.

  • See what Pega Sales Automation can do for your healthcare organization.

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  • Industry Group: Healthcare
  • Product Area: Platform
  • Challenge: Operational Excellence
  • Challenge: Sales Efficiency