Case Study

Accelerating Claims Efficiency: Transforming the Claim Processing Experience with Salesforce Lightning

overview

Empowering Efficiency and Innovation

We streamlined claim processing and enhanced user experience by developing a Salesforce-based claim portal. This solution improved efficiency, introduced new features, and ensured scalability for future growth, positioning our system as robust and adaptable.

Challenges and Objectives

The goal was to create a clean, intuitive user interface (UI) for submitting claims with seamless self-registration. The UI needed to capture essential claim data and prevent incomplete submissions. Additionally, it was critical to guide first-time users by providing step-by-step assistance based on claim type, ensuring an easier and more efficient claim filing process compared to legacy systems.

Challenges Faced

Complex Claim Workflows

Existing systems were not user-friendly, had multiple channels for claim filing, manual data entry and different workflows for different products and partners, leading to incomplete submissions and a poor user experience.

Speedy Architecture: A Challenge

Making swift and informed architecture decisions was a challenge due to the need to leverage SME insights and prior experience to guide the technical team.

Bilingual Claims: Overcoming the Barrier

Implementing seamless English-Spanish translations for claims data, portal content, and user interfaces proved to be a hurdle for accommodating a bilingual user base.

Effective User Support: A Hurdle

Creating a searchable knowledge library and pop-up tips in layman’s terms was a challenge for ensuring effective user onboarding and support.

Skill Upgrade: LWC Expertise, a Difficulty

The team faced difficulties upskilling in Salesforce’s LWC framework to ensure a smooth migration and effective handling of technical complexities.

Balancing Resources: A Challenge

Closely monitoring resource allocation and deliverables, while also addressing skill gaps, was a challenge to ensure project quality and timely completion.

Navigating the Claim Processing transformation Journey

To address these challenges, we adopted a strategic approach

Rapid Adaptation

Agile Development Plan

Leveraged Salesforce Lightning’s out-of-the-box features and an agile development plan to quickly adapt to evolving requirements.

Best Practices

Ensured consistency and maintainability by following Salesforce’s best practices throughout development.

Design and Development Strategies

Client & Agent Feedback

Collected feedback from clients and agents on pain points with the existing claims portal to guide the new design.

Comprehensive Assessment

Critical feedback was thoroughly assessed and incorporated into the new portal design.

Functional Breakdown

Structured the portal development in phases covering user authentication, claims management, payment processing, and more.

Modern Features

Implemented features like Google Maps integration, image uploads, surveys, and automated emails for enhanced functionality.

Parallel Development

Teams worked concurrently to develop key functionalities while adhering to best practices and utilizing new features.

Testing and Validation

Rigorous testing ensured all functional areas integrated seamlessly within the claims application.

User-Centric Innovation

Enhanced User Experience

Salesforce Lightning’s improved performance and intuitive interface enhanced user satisfaction.

Easy Access

Consistent, responsive UI across devices improved accessibility.

Performance Improvements

Optimized code and faster runtime boosted performance and scalability.

Simplified Development

Streamlined syntax reduced development time and improved code maintainability.

Technology Compatibility

Support for newer technologies ensured future-proof integrations.

Driving Future Growth

Our successful migration positioned us for future growth:

Scalability

Salesforce Lightning speed ensures that our portal can handle increased loads as our business expands.

Innovation

With a solid foundation, we can now focus on innovative features and integrations.

Partnering for Success

Collaboration between Salesforce and our internal teams was key to ensuring smooth operations and long-term success. This case study showcases our ability to deliver best-in-class portals using Salesforce, meeting tight deadlines while integrating cutting-edge technologies for improved efficiency and reliability. Our experience positions us well to tackle similar challenges for clients with cloud platforms.

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