Putting Medicaid Enrollment Contact Centeron the FAST TRACK

Laurence LeongSr Director, Strategic AlliancesSugarCRMlleong@sugarcrm.com(415) 613-7986@laurenceleong

Ashish KumarGM, Health & Human Services

Wiproashish.kumar52@wipro.com

(573) 821-3262

• Dramatic growth in Medicaid enrollment• Complex process, Legacy enrollment systems• Cost pressures as contact centers staff or overstaff• Challenges in hiring, training and retaining staff• Customer experience challenges: citizens frustrated with lack of

agent knowledge• Need for agility and flexibility as policies or other conditions

change• Need to support other channels besides just voice• Expanding from reactive case handling to proactive ongoing

wellness or education

Challenges for Medicaid Contact Centers today

As a result, Medicaid Contact Center Solutions need to be…

• Quick to deploy• Scale up or down• Easily configurable to

respond to changes• Flexible to complement

limitations of legacy systems

• All relevant information for agents

• Pre-populate most information for agents

• Provide guidance and expertise to, and through, agents

• New channels (eg social media)

• Consumerization experience

• Reduce cost through innovation

INNOVATIVEADAPTABLE EMPOWERING

Case in point: Medicaid Enterprise Contact Center

Eligibility

Enrollment

Participants

Third Party Liability

Technical Help Desk

Resolutions

Document Control

Provider

Medical

Behavioral Health

Pharmacy

Unified Contact Center

146,320

777,480

238,080

84,3

20

40,920

306,280

27,280

446,400223,

200

260,

400

37,200

Over 2,500,000 Contacts (phone, fax, mail, emails) processed every year

Sugar CRM OAISYS JACADA Assure Sign

Multimedia Contact Center SolutionIVR Email Fax

Hardware

Rack-Based Server(s) with Vmware

Production- Phone Systems (PBX)

Infrastructure Components SMTP Services File Servers Print Servers

Productivity & User Security

AD/Exchange Server & DB

Antivirus, Web filters

Agent Workstations

Solution Architecture: Contact Center in-a-Box

Why Sugar is the Right CRM?

• Consistent interface across all devices• Consumer-grade user experience, enterprise-grade functionality• Advanced workflow and collaboration tools orchestrate complex

interactions• Contextual intelligence from internal and external data sources

within a single dashboard

Empowers Individuals

• On-premise, private cloud, public cloud deployment• Easily integrates with global enterprise applications and data

sources• Most highly customizable platform based on open technologies• Proven integrations with Mitel, Jacada, and Assure Sign

Most Adaptable CRM Platform

State-of-the-art CRM. Easy to use, customize and deploy

SugarCRM HighlightsOnly company solely focused on making every customer relationship extraordinary.

23Quarters of consecutive Growth

1.5M+Users

120+Countries

40%+CAGR last

3 years

500+Employees,

strong global

presence

200+Deployment

Partners Worldwide

DemonstrationLaurence

Leong:Citizen

Regina Lazlow:Medicaid

Enrollment contact center

agent

• Laurence places a call• Regina empowered to handle the case• What if Laurence tweets instead of calls?• Reporting• Workflow

DemonstrationLaurence

Leong:Citizen

Regina Lazlow:Medicaid

Enrollment contact center

agent

Laurence places a call Regina empowered to handle the case What if Laurence tweets instead of calls? Reporting Workflow

10

Automating Enrollment Broker Mail Processing

Innovation in Action…

Problem Statement

Contact Center regularly experiences high volume of EB applications and returned mails during AOE period

Significant portion of the Enrollment applications come in via Mail

Returned mail due to wrong addresses is also a common challenge

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Innovation in Action…

• Print QR-Code on EB outbound interactions to be utilized during inbound mail processing

• Upload the information on the EB letters into Sugar CRM before mailing

• QR-Code Scanner reads the QR-Code to input Sugar CRM.

• Sugar CRM retrieves the necessary information to create the Interaction and action log.

• QR-Code information is fully protected and will be available on source document.

Automating Enrollment Broker Mail Processing

70% reduction in manual effort Improved processing time Reducing opportunities for

‘human error’, viz. typos and duplicates

Only 3 month implementation

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Summary: Why Wipro & SugarCRM for Medicaid Contact Centers?

• Quick to deploy• Scale up or down• Easily configurable to

respond to changes• Flexible to

complement limitations of legacy systems

• All relevant information for agents

• Pre-populate most information for agents

• Provide guidance and expertise to, and through, agents

• New channels (eg social media)

• Consumerization experience

• Reduce cost through innovation

EMPOWERINGADAPTABLE INNOVATIVE

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Wipro Today…

$7.7Bn 1223* 100+172,912*

Attracts theBest Talent

Sustained Growth

Partner to Industry Leaders

Global Presence

Revenuein FY 2015-16

(IT Services – $ 7.35 Bn,IT Products – 0.45Bn)

Active Global Clients Workforce Serving clients in 100+ countries

*Figures based on Q4 results 2015–16 for Global IT Services businessNamed a 2015 Best Outsourcing Thought Leadership Awards (BOTL) winner by The Outsourcing Institute

Wipro named as a 2016 World’s Most Ethical Companies by the Ethisphere Institute for the 5th successive year

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Thank you

For more information • Booth # 30 – 33

• Wipro.com• SugarCRM.com