A Fortune 100 healthcare company was challenged with communication with its customer base in a manner that was cost effective and better aligned with customer needs and expectations. These processes and technologies included a myriad of disparate legacy systems accumulated over several decades of acquisition activity, combined with a heavy reliance on the vendor community for execution with their own technology and procedural models. The problem they faced was adapting to modern digital platform solutions.

Pain Points

  • Poor customer experience
  • Vendor proliferation resulting in cost and quality issues
  • Human capital bloat to compensate for inefficient processes and systems
  • Redundant digital technologies and a lack of digital strategy & roadmap

Solution Profile

  • Assisted in development and refinement of the customer communications strategy & roadmap
  • Performed current-state assessment (people, processes and technology), developed and guided implementation of future-state roadmap
  • Designed and implemented a new digital platform strategy integrating with vendor community and enterprise systems
  • Garnered buy-in and support and from C-suite leaders including officers of the company and engaged on a quarterly basis with updates and feedback


  • Migrated 15% of customer base to digital communications in first 9 months
  • Reduced defect levels by over 10%
  • Enabled vendor consolidation resulting in 60% reduction in vendor count and over 15% cost reduction