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A HEALTHCARE SUCCESS STORY​

Transitioning a Prominent Healthcare Company to an Enterprise CCM Solution

Client:

A Prominent Healthcare Company

A prominent healthcare company faced challenges with an inconsistent, costly, and inefficient member communications strategy. By partnering with O’Neil Digital Solutions and implementing the ONEsuite platform, they achieved a unified, enterprise-wide Customer Communications Management (CCM) and Customer Experience (CX) solution—leading to streamlined operations, improved member engagement, and significant cost savings.

  • Time Period: 2015 - present
  • Focus: Vendor Consolidation
  • Savings: $6MM+

The Challenge

The health plan relied on multiple vendors for their member communications, resulting in:

  • Fragmented brand identity and communication inconsistencies.
  • High administrative costs due to redundant systems and software.
  • A complex IT infrastructure with multiple integrations, file transmissions, and compliance reporting workflows.
  • A costly in-house Customer Communication Management (CCM) department that failed to meet enterprise-wide goals.

The Solution

Expanding ONEsuite Usage

  • Initially deployed for Under 65 communications (Invoices, Correspondence, ID Cards, Renewals).
  • Extended to Medicare for compliance-driven documents (EOC, ANOC, SB) and marketing materials.
  • Launched a Medicare Storefront for agent fulfillment and direct mail campaigns.
  • Expanded to Commercial Group communications in 2024.

Seamless Digital Transformation

  • Automated document workflows with ONEcms content management.
  • Standardized processes across all business lines.
  • Delivered a rapid, 30-day implementation for Medicare’s pre-enrollment materials after a previous vendor’s exit.

The Results

By implementing ONEsuite, this prominent healthcare company achieved remarkable improvements:

Consistent Brand Standards

Ensured all communications met corporate guidelines while delivering dynamic, personalized content.

Cost Savings of
Over $6 Million

A 15% reduction in enterprise communication spend through:

  • Eliminating redundant software
  • Optimizing print and digital fulfillment
  • Leveraging ONEsuite subscription efficiencies

Improved Member Experience

  • Shortened onboarding cycles for new business lines
  • Shortened onboarding cycles for new business lines
  • Seamless expansion to support the health plan’s growing digital transformation strategy

Scalability for Future Growth

  • Faster delivery of critical healthcare communications
  • Greater flexibility in document creation and change management
  • Increased member engagement and reduced disenrollment rates

Conclusion

By centralizing their communications through O’Neil’s ONEsuite platform, this prominent healthcare company improved operational efficiency, reduced costs, and delivered a better experience for their members. As the partnership continues, O’Neil remains committed to driving digital transformation and expanding both print and electronic delivery options.

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