HealthMarkets, a Health Insurance Agency, was utilizing a highly customized legacy CRM system that was difficult to upgrade, modify, and enhance to service the needs of its diverse sales force of insurance agents. Due to difficulty in upgrading, HealthMarkets was several versions behind, resulting in agent inefficiencies due to a need to manually enter the same information into several different applications.
The company had a decision to make – pay a premium to upgrade its different applications, or start over with a new suite of custom, mobile enabled, and cohesive applications to meet their agents needs. HealthMarkets decided to go with the latter option to develop a new customized CRM mobile application.
While HealthMarkets had an idea of what they wanted to accomplish, they needed a holistic approach and plan for how they were going to achieve their desired vision within the required timeframe.
Sendero partnered with HealthMarkets and other vendor teams to oversee the gathering of requirements for ConnectSuite, the new custom suite of applications. Once the project foundation was established, Sendero worked to implement effective PMO and OCM functions, as well as managing execution, leading data migration activities, and overseeing the OCM activities, including PMO setup, training, communications, and deployment. The training, which was key to the new application’s adoption, was tackled with an innovative approach through a multi-delivery format to meet the needs of various learning styles.