eHealth

Financial Services, Insurance

About eHealth

eHealth is a private online marketplace for health insurance. The company’s mission is to connect everyone—individuals, families and businesses alike—with quality, affordable health insurance and Medicare plans.

Situation

eHealth was leveraging an outdated, homegrown back-office system that was also functioning as its CRM platform. The technical debt associated with this approach made it impossible for eHealth to scale to keep up with business needs and support growth.

The company’s siloed systems also resulted in decentralized data, bad data hygiene, cumbersome and skewed reporting, and an inability to make data-driven business decisions. Finally, eHealth’s partner team members were managing partner information using spreadsheets, which provided no consistency, visibility for leadership or accountability.

The Zennify Solution

Clouds Implemented

Sales Cloud, Services Cloud & Shield

Systems Integrated

Back-office (homegrown), Front-office (homegrown), LivePerson, Cisco Finesse (CTI), OnQ (Auto Dialer), Outlook

Systems Replaced

CRM Functionality in homegrown back-office system, Outlook

Third-Party Applications

LivePerson Connector, Cisco CTI Connector

Strategy

Zennify delivered a customer engagement platform featuring powerful integrations extending from lead inception within eHealth’s business systems, through agent-led call center sales conversion, all the way to insurance carrier application approval.

Taking advantage of new features to streamline and enhance the lead capture process for quoting and enrolling, eHealth dramatically increased the speed and flexibility of its online quoting system.

The Zennify team also implemented new business applications, policy renewal, and recertification processes, including sophisticated product selection and membership enrollment capabilities, greatly reducing the number of hours eHealth employees spend on manual tasks.

Zennify’s solution enabled Salesforce Leads and Opportunities, helping eHealth’s partner team manage the onboarding process for new partners and expand relationships with existing ones. Now, the team is equipped with a complete, panoramic partner view that facilitates cross-vertical teamwork during the onboarding process.

In addition, a new Enrollment Campaign process lets eHealth monitor the drop dates of partner marketing efforts, helping call center management predict call volumes to appropriately manage staff and optimize call-selling decisions.

For Open Enrollment 2019, over six months, the Zennify Web Services team also rebuilt eHealth’s Affordable Care Act (ACA) and short-term insurance plan online shopping flows, including a plan comparison feature and a mobile-first experience.

Results

Doubling of new insurance applications via online price comparison tool added during web site rebuild

An intelligent lead scoring process, along with automated lead routing and team assignment

Accurate forecasting and book of business tracking thanks to pipeline management tools and dashboards

Results

Doubling of new insurance applications via online price comparison tool added during web site rebuild

An intelligent lead scoring process, along with automated lead routing and team assignment

Accurate forecasting and book of business tracking thanks to pipeline management tools and dashboards

Hear from our clients

Customer in the Professional Services Industry

"Zennify had a knowledgeable and professional approach to helping us begin our Salesforce project. They bought in to our vision as a team and as individuals, worked diligently to help us deliver the vision, and were very agile as that vision underwent changes during the project. I highly recommend their services."

Customer in the Financial Services Industry

"What a great group of people. The Zennify team embodies those qualities and traits you want on your project. Dedicated, hard working, knowledgeable, honest with a guideline light of integrity."

Customer in the Financial Services Industry

"I would, without reservation, recommend Zennify. They performed exceedingly well on a difficult project. More importantly, when challenges came up they were communicative, collaborative and helpful. Exactly what you hope for in a partnership."