This is a short corporate video case study (UnitedHealthcare + Salesforce) in which multiple UnitedHealthcare speakers describe how Salesforce was adopted to connect legacy systems, simplify call-center workflows, and deliver personalized, scalable care. Speakers emphasize reducing agent ‘flip time’ between systems, enabling one-stop access to member information (local pharmacies, home-health services, educational programs), and improving consumer relationships. The video cites substantial investment in cloud/product capabilities and frames UnitedHealthcare as a ‘trailblazer’ using technology to help members live healthier lives.
Questions this video answers
September 28, 2018
A billion dollars
Chapters
As healthcare has transformed to be a much more people centric business, the technology changes. And so a lot of the shifts that you've seen in retail or you've seen in financial services, those technology shifts are now coming into healthcare.
We have to be about simplicity, we have to be about personalization. We have to be an organization that consumers look to and say, listen, I don't care where I go, but I hope you have United Healthcare as your insurance company.
An industry that's as old as healthcare. There's a lot of legacy technology. There are often times when the call center agent needs to flip between many different systems to view the results and get the answer to the member.
They are busy traversing the organizational challenges to get to the solution the other person on the phone wants. And so as a consumer, that's really driving a level of frustration.
And so UnitedHealthcare needed a platform that allowed us to connect back into all of our legacy systems across the enterprise. What Salesforce gave us was a configurable platform with a well defined set of APIs and integrations that allowed us to.
Make those connections with the Salesforce platform. If somebody say called in and needed, you know, diabetic education, we're able to look up local pharmacies for them that service in diabetic supplies and home health agencies that come over and we can set them up with programs to help hold their hand and guide them through those processes.
Our ability to use technology to enable our service personnel to have a real life conversation, to establish a relationship with a consumer, it's a huge benefit to our service team and ultimately to our consumers.
It's really a one stop shop. It acts as like an octopus pulling all the information to where I had to pivot previously into one place. The non interaction time that I have with members is pretty much eliminated. It puts us in a place where we are on their side. We're friends, you know, we're here together, we're going to go through this together.
They invest a billion dollars in capabilities and in the product and cloud. Technology really gives us the ability to scale. It's efficient, it allows us to really focus on what we do best, which is helping members live healthier lives.
And to change somebody's life, to change somebody's day is just huge. It's so gratifying and it's why I love doing what I do.
Technology allows and enables us to be our best version of ourselves at every level of the organization. So I think in that regard we are trailblazers.
It allows us to give significantly greater individualized care with the right information for our members when they need it. So one of the things I get excited about when I think about what you just built is I feel like we've just laid the foundation. We're just scratching the surface of what we can accomplish and what we can accomplish together with UnitedHealthcare and with Salesforce.
