To improve their service offerings, a large healthcare insurance provider acquired a health insurance and benefits administration company. This acquisition led to a multi-faceted integration program to merge the two companies’ processes and to transition both customers and employees onto new technology systems.
Additional factors impacting the integration program included:
- The need for the insurance providers’ customers to experience a seamless transition to the benefits administration company’s technology platform
- The decision for the benefits administration company to adopt an Agile product development approach
- The lack of standardization across technology testing and quality assurance
- The significant organizational change, requiring operational readiness activities for 26 workstreams
The benefits administration company engaged Sendero to lead multiple transformation efforts and to mediate their process integration with a significantly larger company.