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June 2-5
MGM Grand
Las Vegas

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Session: Customer Case Study

Product Modernization Delivers Enterprise Value at HAP

Date and Location

June 3, 2019, 5:30PM - 6:15PM EDT
Chairman's Ballroom 355


  • Donald Evans
    Director, Information Technology - Customer Service
    Health Alliance Plan (HAP)
  • Toni Frawley
    Director Product Development & Management
    Health Alliance Plan (HAP)
  • Swati Patel
    Technology Manager
Employer groups, dissatisfied with the ability of existing offerings to help them and their employees reduce total cost of health, are shopping for new products in larger numbers (62%) and changing carriers at a growing rate. Ability to rapidly respond to customer demands with personalized healthcare benefit and product design has emerged as key capabilities in insurance sales. In response, Health Alliance Plan (HAP), the insurance arm of leader Henry Ford Health System, utilized Pega’s Product Composer System (PCS) in conjunction with the Sales Automation for Healthcare (SAHC) and Customer Service for Healthcare (CSHC) to create an integrated solution which manages the product lifecycle across the enterprise. Features of the solution include ability to handle multiple product lines, generate product documentation (e.g. SBC), load benefit data into the claims system, allowing them to deliver true member-centric service.

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