Outdated member enrollment processes and technologies posed numerous challenges, including manual, paper-based workflows, lack of integration with other systems and data sources, limited accessibility, increased administrative burden, increased compliance risks, and a poor member experience.
For over a decade, the client relied on Lotus Notes, a legacy CRM and ERP system, to support many critical business functions, including member enrollment. Enrolling a new member historically took anywhere from several days to a few weeks, involving multiple manual steps and requiring access to and interaction with various disconnected systems and data sources. This resulted in frustration and delays for members, data inaccuracies and discrepancies, decreased member acquisition and retention, and ultimately threatened revenue targets. It became clear that Lotus Notes could no longer provide the functionality needed to effectively address these issues.
