How eHealth modernized operations and doubled insurance applications with Salesforce
Discover how eHealth modernized its operations with Salesforce, doubling insurance applications and streamlining lead management through intelligent automation.
About eHealth
eHealth is a private online marketplace for health insurance. The company’s mission is to connect everyone—individuals, families, and businesses—with quality, affordable health insurance and Medicare plans.
Outdated systems blocking growth
eHealth was relying on a homegrown back-office system that also served as its CRM platform. The technical debt associated with this system made it nearly impossible to scale, hindering the company’s ability to meet business demands and support growth.
Other key challenges included:
- Siloed systems and decentralized data
- Poor data hygiene and unreliable reporting
- Lack of visibility and accountability for partner teams, who managed information in spreadsheets
These inefficiencies made it difficult to make data-driven decisions or provide leadership with clear visibility into performance.
The Zennify Solution
Clouds implemented
Sales Cloud, Service 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: A scalable, integrated CRM foundation
Zennify built a unified customer engagement platform with integrations spanning the entire customer lifecycle, from lead inception to insurance carrier application approval.
Key components of the solution included:
- Enhanced lead capture and quoting processes, dramatically improving speed and flexibility of eHealth’s online quoting system
- New business applications for policy renewal, recertification, and enrollment, reducing manual effort with smart product selection and enrollment tools
- Salesforce Leads and Opportunities to streamline partner onboarding and relationship expansion, with a full 360° partner view for better collaboration
- A new Enrollment Campaign process that enables visibility into partner marketing drop dates, helping call center leadership forecast call volumes and optimize staffing and sales strategy
For Open Enrollment 2019, Zennify’s Experience Design team also redesigned eHealth’s ACA and short-term plan online shopping flows. In just six months, they launched a mobile-first, comparison-enabled experience to support more informed plan selection.
Results: Data-driven decisions and application growth
with automated lead routing and assignment to the right teams
increase in insurance applications
and real-time visibility into pipeline and book of business
