US Enrollment Business Transformation: Changing Business Connections and Technology Challenges

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19 July 2013


Insurers need to have a clear view of expanding distribution options and how those options impact strategy.

In the report US Enrollment Business Transformation: Changing Business Connections and Technology Challenges, Celent delves into the complicated world of US employee benefit insurance enrollment and the impact emerging sales models have on enrollment processing. This report explores the impact public and private exchanges have on enrollment business architecture, how the move toward comsumerism is driving carriers to reexamine the customer engagement in a highly intermediated value chain, and best practices for managing customer data in a fragmented customer service environment.

“Employee benefit insurers are reexamining their business processes and capabilities in light of shifts in employer/consumer behavior and new distribution challenges created by mandated state exchanges,” says Chuck Johnston, Research Director with Celent’s Insurance Group and author of the report. “The push toward consumerism in healthcare and the collateral impact that has on other employee benefits products are impacting the enrollment process and forcing carriers and intermediaries to think in terms of customer engagement.”

This report examines how new business requirements will have a profound effect on business processes and application architecture. It also looks at how employee benefits carriers need to develop a hard-point data management strategy to manage the increasingly externalized business processes that enrollment and customer service will require. Finally, it explores how emerging technologies like mobility, big data, and next best action predictive analytics offer a huge opportunity for employee benefit carriers to transform the enrollment process and create competitive advantage.