CRM IMPLEMENTATION FAILURE AT CIGNA CORPORATION CASE STUDY PPT

CRM IMPLEMENTATION FAILURE AT CIGNA CORPORATION CASE STUDY PPT

An integrated system for enrollment, eligibility and claims processing Consolidate and upgrade several antiquated some dating back to back-end systems for claims processing and billing Integrate them with glitzy new customer-facing systems on the front-end Benefits Customer service reps will have a single unified view of members Customers would get one bill Medical claims proceed faster and more efficiently Project Cost: Don’t expect productivity gains for months after the new platforms go live – Don’t make business decisions based on anticipated projected savings or gains. Cigna’s top management analyzed the reasons for the debacle. Enable members to enroll, check the status of their claims and benefits, and choose from different health-plans — all online Unified View of Members to Customer Service Reps: The management of Cigna, during the shareholders’ meeting in October , accepted that they had been unsuccessful in executing the project.

All gaming machines are computerized and networked. Just as we are careful and meticulous in managing cash and negotiables, we have a duty and obligation to exercise a high degree of care with the data that is the basis for customer relations and decision-making. Managing change is seen as a matter of moving from one state to another, specifically, from the problem state to the solved state in a planned, orderly fashion. Cigna’s top management analyzed the reasons for the debacle. An integrated system for enrollment, eligibility and claims processing Consolidate and upgrade several antiquated some dating back to back-end systems for claims processing and billing Integrate them with glitzy new customer-facing systems on the front-end Benefits Customer service reps will have a single unified view of members Customers would get one bill Medical claims proceed faster and more efficiently Project Cost: They could see themselves what information they could now get and how powerful it is.

Have experienced project managers to monitor every stage of the process.

Crm implementation failure at cigna corporation case study ppt

Shell Exploration and Production took 7 months to imp,ementation data from 27 data sources in a GB data warehouse, using a tool from Kalido Ltd. Drive-in customers get food, entertainment, or cash incentives Most offers are time-sensitive, with tight expiration dates….

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Motivate the Data Providers To get good quality data L.

crm implementation failure at cigna corporation case study ppt

There is no best way. Test, and retest, in a real environment and end-to-end before going live – Take your time moving data from the legacy systems to the new platforms, and do it in bite-size chunks so that you ckrporation fix glitches as you go.

Failre went live 3. He sees it as filling out forms just for the sake of filling out forms. They could see themselves what information they could now get and how powerful it is. Casinos Not Restaurants fase Bars or Shows Belief that competing on the basis of billion-dollar facilities was NOT the most prudent use of capital Returns on such facilities often weaken when the novelty wanes 2.

Lack of Integration CRM packages do not offer adequate tools for integration with back-office applications, e.

crm implementation failure at cigna corporation case study ppt

Dell CIO Technology challenges took a back seat to the challenge of breeding acceptance of the system to target users – customers and sales people, who are not technology professionals Hence, had to develop self-managing, simple tools L. Create an integrated data base with metrics that matter about customers — Resist the degree customer view … results in too much data of too little consequence 5. Bring in a focus group of customers – After you’ve tested the system with your sales, marketing and customer service reps, go back and redesign the front end so that customers can actually use it.

Once the concept was proved, corporaion had pressure from the top to integrate other applications as well. And finally, they are critical of the lack of customization available from some offerings. Cigna’s top management analyzed the reasons for the debacle.

Outline Harrah’s: A CRM Success Story Cigna HealthCare: A CRM Failure

CIF requires data from a disparate set of databases, located in various parts of the enterprise containing data of varying ages collected from various sources and channels, and stored in a multitude of different architectures and platforms Ex: Health Care Insurance Countries: Reengineering forgot about people.

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The company was looking for ways to address the greatest implemdntation we see in financial services: So we routed our customers into three different lines which created a visible differentiation in customer service. I never ask any of those questions. Enable members to enroll, check the status of their claims and benefits, and choose from different health-plans — all online Unified View of Members to Customer Service Reps: Successfully migrated anothermembers Launched MyCigna.

Crm implementation failure at cigna corporation case study ppt – Gaisano Capital

Make sure your back-end data is cleansed and filtered for front-end use – When it comes to data migration, take nothing for granted. I never let them take me on a tour of the building. When you upgrade to the next version, there can be considerable cost in that as well. Just as we are careful and meticulous in managing cash and negotiables, we have a duty and obligation to exercise a high degree of care with the data that is the basis for customer relations and decision-making.

It then uses software to manage the information to serve specific business purposes and determine future needs of customers. Although data quality maintenance is not the front-facing functional module in a CRM project, it is a necessity to get value from the CRM investment.

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