Project Experience Highlights
Eric helped a national dental insurance provider optimize its service platform to support the launch of new products. Eric led a client team to create a future state design for servicing customers across all channels based on customer preferences, client capabilities, and a target cost structure. He then identified service capabilities and prioritized them into an implementation roadmap. The roadmap included a quick hit pilot which the team implemented to validate the team’s strategic approach.
Eric developed a web strategy to position a leading health insurance company with
world-class online servicing. Eric led enterprise-wide workshops to identify capabilities to enrich online servicing. He then designed transaction, education and social media capabilities that strategically differentiate the client’s online channel. The developed strategy focused on reducing operational inefficiencies and increasing member retention and acquisition.
Eric helped the largest national medical association develop a comprehensive strategy to address declining membership. The project focused on increasing membership value by increasing the overall level of member engagement. The team identified, developed, and tested web platform concepts for delivering information and services in an interactive environment. The work included developing a business model and conceptual architectural diagram.