CRM IMPLEMENTATION FAILURE AT CIGNA CORPORATION CASE STUDY PPT

Bought Two Packages Siebel software to handle call center functions Computer Sciences package for claims processing L. In CRM, there are absolutely no rules. According to analysts, one of the main reasons for Cigna’s poor customer service and the resultant reduction in membership was the failure of the restructuring of its information technology IT and CRM 3 systems, at its HealthCare division. I was a year old man from the distant state of Montana…. The company lost six percent of its healthcare members in alone. My predecessor would ask:

Have experienced project managers to monitor every stage of the process. Motivate the Data Providers To get good quality data L. The Data Administrator A demanding job for which appropriate rewards must be given L. And segment-based data are of limited use to finance, hence the common misalignment problem between finance and marketing. CIF requires data from a disparate set of databases, located in various parts of the enterprise containing data of varying ages collected from various sources and channels, and stored in a multitude of different architectures and platforms Ex: Institute systems with carrots and sticks to focus on customer service by linking employee rewards to customer satisfaction.

Analyze the data to get insights into how you can improve the relationships with these customers 7. Did we build any new rooms? It then uses software to manage the information to serve specific business purposes and determine future needs of customers.

The absenteeism rate will be high. Chapter 6 Enterprise e-Business Systems. Train the Data Providers 3. According to analysts, one of the main reasons for Cigna’s poor customer service and the resultant reduction in membership was the failure of the restructuring of its information technology IT and CRM 3 systems, at its HealthCare division. And now they all contribute to a greater understanding of the company as a whole.

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We think you have liked this presentation. An integrated system for enrollment, eligibility and claims processing Consolidate and upgrade several antiquated some dating back to back-end systems for claims processing and billing Integrate them with glitzy new customer-facing systems on the front-end Benefits Customer service reps will have a single unified view of members Customers would get one bill Medical claims proceed faster and more efficiently Project Cost: You miss out on the customization features of traditional enterprise applications, but you get Internet service functionality.

CRM Implementation Failure at Cigna Corporation

Motivate the Data Providers To get good quality data L. Let It Evolve L.

crm implementation failure at cigna corporation case study ppt

Despite Anania’s confidence in it, the changeover did not go smoothly, encountering several glitches. Develop a plan of action for each customer AND implement it L. Competitors are trying to catch up.

crm implementation failure at cigna corporation case study ppt

There is no best way. If you satisfy the customer and move to the Net, your cost of doing business will go down. Did we finish the renovation of the hotel? The company was looking for ways to address the greatest stucy we see in financial services: Registration Forgot your password? Packaged Software and Enterprise Resource Planning.

Crm implementation failure at cigna corporation case study ppt – Gaisano Capital

As a result, customer service went haywire resulting in millions of dissatisfied customers. Bring in a focus group of customers – After you’ve tested the system with your sales, marketing and customer service reps, go back and redesign the front end so that customers can actually use it.

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I never ask any of those questions. Although data quality maintenance is not the front-facing functional module in a CRM project, it is a necessity to get value from the CRM investment. Once the concept was proved, we had pressure from the top to integrate other applications as well. Eliminate unnecessary paperwork Ensure timeliness of data Assign responsibility and authority to a specific individual: Poor quality of customer master data in the ERP system of a manufacturer – a subset of large customers was labeled with an incorrect industry classification code.

To make this website work, we log user data and share it with processors. As we have added functionality, Customers have not had to learn new things. Bought Two Packages Siebel software to handle call center functions Computer Sciences package for claims processing L.

Outline Harrah’s: A CRM Success Story Cigna HealthCare: A CRM Failure

Create an integrated data base with metrics that matter about customers — Resist the degree customer view … results in too much data of too little consequence 5. When you upgrade to the next version, im;lementation can be considerable cost in that as well. They upgrade every three months or so and you get the upgrade immediately … It can be very painful and expensive to upgrade on the traditional enterprise systems.