Eigen X Case Study- UMass Prescription Advantage

Client Overview

Location: Shrewsbury, MA , USA

Employees: 23,000

Industry: Medical/Health Care

Solution: Sales Cloud, Service Cloud, Community Cloud​

Go-Live Dates: On Going

UMass Commonwealth Medicine's Prescription Advantage is a state-sponsored prescription drug program administered by the Commonwealth of Massachusetts Executive Office of Elder Affairs for seniors and people with disabilities. The program is part of the broader University Of Massachusetts which is divided among campuses and locations across the New England/Massachusetts area.​

Challenge

  • Prescription Advantage was built on an application tied to aging servers that needed to be replaced per InfoSec mandates. Commonwealth Medicine made the decision to migrate application functionality to Salesforce to support an enterprise-wide Salesforce roadmap.​

  • This project's goal was to migrate existing Prescription Advantage functionality to Salesforce, including:​

    • Case Management ​

    • Benefits Application ​

    • Benefits Eligibility Review and System Logic​

    • Benefits Level Calculation ​

    • Dynamic Call Scripts Leveraged by Call Center​

    • Prescription Advantage Website (External Portal) ​

    • Mailing Letters Generation ​

    • Scanned/Uploaded Document Management ​

Solution

  • Business and Technical Requirements Definition​

  • New Process Definition​

  • Salesforce CRM Implementation ​

  • Data Integration (importing data from state claims, pharmacy, and benefit systems) ​

  • Data Migration (over 15 million records from the legacy system)​

  • Call Center Functionality Configuration ​

  • Case Management Implementation  ​

  • External Portal​

Result

  • Streamline the process for Prescription Advantage Applications and Benefits packages to customers.​

  • Generated over 200 letter templates through Salesforce letter generation to send to customers based on criteria and qualifications.​

  • Dedicated call scripts for Call Center that helps agents navigate through options and process customer cases.​

  • Created a portal/website replacing the previous website that connects directly to Salesforce and can be easily managed and monitored by agents. This can be used to better connect with their clients as well as collect and track data.