CRM IMPLEMENTATION FAILURE AT CIGNA CORPORATION CASE STUDY PPT

You miss out on the customization features of traditional enterprise applications, but you get Internet service functionality. The managers who ought to be thinking about the customers are instead dealing with scheduling, hiring and training. At the same time, began laying off customer service reps as part of a planned consolidation of 20 primary and specialty service centers into 9 regional centers Rationale: We think you have liked this presentation. Good data quality does not drive value in and of itself but it is the means to achieve high-value benefits. Huge amounts of data must be in the right place in the right format Must have a detailed understanding of the quality of the data … how to clean it up … how to keep it clean … where to source it … what third-party data is required Good data is an imperative for CRM investments to pay off Action Item: How you connect CRM to the back office and bring customers on board makes all the difference.

If you wish to download it, please recommend it to your friends in any social system. 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: Health Care Insurance Countries: Train and retrain the customer service reps on the new systems 6. Drive-in customers get food, entertainment, or cash incentives Most offers are time-sensitive, with tight expiration dates….. About project SlidePlayer Terms of Service. At the same time, began laying off customer service reps as part of a planned consolidation of 20 primary and specialty service centers into 9 regional centers Rationale:

crm implementation failure at cigna corporation case study ppt

Expanded in March to include full CRM functionality: 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: Who should receive which offers?

  STANDAARD OPBOUW THESIS

Did we finish the renovation of the hotel? The Data Administrator A demanding job for which appropriate rewards must be given L. People Issues Build or Buy or Rent?

CRM Implementation Failure at Cigna Corporation|IT and Systems|Case Study|Case Studies

Good data quality does not drive value in and of itself but it is the means to achieve high-value benefits. Packaged Software and Enterprise Resource Planning.

crm implementation failure at cigna corporation case study ppt

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 can fix glitches as you go. Mining the Value of Data: 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.

The customer ends up mangled. Despite Anania’s confidence in it, the changeover did not go smoothly, encountering several glitches. Published by Elfreda Morrison Cignaa over 3 years ago.

The company lost six percent of its healthcare members in alone. Eliminate unnecessary paperwork Ensure timeliness of data Assign responsibility and authority to a specific individual: Analyze the data to get insights into how you can improve the relationships with these impllementation 7. Share buttons are a little bit lower. I never let them take me on a tour of the building.

Crm implementation failure at cigna corporation case study ppt – Hemaa

Chapter 6 Enterprise e-Business Systems. Institute systems with carrots and sticks to focus on customer service by linking employee rewards to customer satisfaction. We determined that CRM is one of the significant steps in solving this critical business problem.

  DANKSAGUNG DISSERTATION LUSTIG

Did we build any new rooms? Expected new IT system to deliver huge gains in productivity from automated claims processing and customer service. It would have taken too much time and been too expensive.

CRM Implementation Failure at Cigna Corporation

Strategy and Sales Program Planning. IBM-based transaction systems are located at each casino property; they store all casino, hotel, and dining transaction data. And finally, they are critical of the lack of customization available from some offerings. Motivate the Data Providers To get good quality data L.

Casinos Not Restaurants or 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. Age, gender, and distance from the casino were identified as critical predictors of frequency. Corporate politics was not too bad because no single business unit lost control of its data. Where is the hot dog stand? No packages even Siebel can cover the broad range of CRM tasks, at the best of breed level.

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. We think you have liked this presentation.

Successfully migrated anothermembers Launched MyCigna.