CTG Join our team Why CTG Back
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions Back

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries Back
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights Back
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Contact us
CTG Why CTG
Why CTG

We collaborate with clients to enhance digital agility, solving today's problems while preparing for future shifts.

Learn more

About Us

Delve into the values, mission, and vision that drive our company.

Partners

Explore our tech and industry partners, who amplify the value we provide.

CTG, a Cegeka Company

Learn more about our parent company, Cegeka, a global IT provider.

Corporate Responsibility

Read more about our commitment to being a good corporate citizen.

Culture

Discover the workplace culture we've built that makes CTG a great place to work.

Careers

Check out our employee benefits and start your career journey with CTG.

Learn More

Our Locations

Leadership Team

Company News

Events

Solutions

Applications

Empowering businesses with modern, scalable, efficient apps.

Cloud

Supporting all phases of your cloud journey.

Business Solutions

Offering Cegeka's MS Dynamics 365 solutions for pharma and life sciences.

Data

Enabling data-driven decision making and increased efficiency.

Service Desk

Providing 24x7 support with an exceptional end-user experience.

Talent

Rapidly delivering IT and business talent to accelerate digital initiatives.

Automation and AI

Leveraging tech to increase efficiency, lower costs, and empower employees.

Infrastructure

Laying the groundwork for a successful digital organization.

Advisory Services

Combining industry and tech expertise to align technology with business needs.

Testing

Ensuring the quality and reliability of enterprise software.

Cybersecurity

Enhancing the cyber resilience of your organization.

Industries
Industries

Our digital solutions are customized for the unique challenges, requirements, and regulations each industry we serve faces.

Explore industries

Healthcare

Addressing IT and operations challenges to enable organizations to better serve patients and members.

Pharma and Life Sciences

Offering Cegeka’s Microsoft Dynamics 365 and Power Platform solutions to navigate industry and regulatory challenges.

Energy

Empowering energy organizations to thrive with data-driven insight and process innovation.

Government

Modernizing operations to improve citizen engagement and service delivery for all levels of government.

Manufacturing

Enabling seamless, efficient operations and increased speed to market with enterprise apps.

Finance and Insurance

Meeting the industry's need for enhanced efficiency, automation, compliance, and customer experiences.

Insights
Insights

We're thrilled to share our insights and expertise with you. Learn about industry trends, how to navigate common challenges, client success stories, and more.

Case Studies

Learn how we collaborate with clients to ensure their success.

Videos

Explore videos about CTG’s solutions, client testimonials, and more.

Blogs

Read blogs about tech, innovation, business, employees, and more.

News

View company news and insights from our experts in top publications.

Resources

View e-books, white papers, guides, infographics, and more.

Webinars

Learn from our experts, based on real-world experience across industries.

Join our team Contact us

Client Success Story

CTG Enhanced Customer Engagement Solution for a Benefit Solutions and Services Provider

Key Challenges

Placeholder

Lack of a centralized digital system for managing benefits and customer engagement.

Placeholder

Difficulty in tracking benefit utilization and user adoption trends.

Business Benefits

Placeholder

Enhanced employee engagement with automated benefit management and real-time utilization insights.

Placeholder

AI-powered chatbot reduced customer service workload, handling over 35,000 interactions.

Placeholder

Scalable solution serving 2 million members with continued growth.

The client is a non-insured benefits business provider offering value-added services such as printing, compliance, administration, and bilingual membership services. Their mission is to help customers save money on essential healthcare products and services.

The Challenge and Opportunity

The client attempted to develop their mobile apps with another vendor, but after a year, they were unsuccessful. CTG analyzed the code, proposed a rewrite, and successfully launched the apps within three months. Several enhancements have been made since the first launch.

CTG developed a comprehensive digital transformation initiative covering web, mobile, and chatbot solutions. The client aimed to digitize their customer management system to make it more accessible, capture data on benefit utilization, and provide insights across web and mobile platforms.

The client sought to improve customer engagement and loyalty by providing easy access to their benefits and additional services. They required an end-to-end business solution with multiple portals, including:

  • Management Portal for Groups – To manage members, benefit directories, and utilization reports.
  • Administration Portal – To oversee benefit content, branding, notifications, and consolidated reports.
  • Web & Mobile Portals – To provide customers with access to benefits, provider searches, digital wallets, and tools like drug and dental pricing search.
  • SSO (Single Sign-On) Integration – Ensuring seamless access across all applications and providers.

Additionally, they wanted to leverage business intelligence insights on benefits utilization and user adoption.

The Solution and Results

CTG built a system to enhance customer engagement, including multiple portals and native mobile apps with functionalities such as:

  • User, Benefits & Client Management
  • Utilization Reports & Notifications
  • Benefits Accessibility (Drug Search, Dental Pricing Tool, Provider Search, etc.)

Additional enhancements included:

  • Custom push notifications, interactive provider maps, and quick links for improved user experience.
  • Integration of CTG’s BI Framework "IMPowerBI" for advanced utilization reports and configurable dashboards.
  • AI-powered chatbot "BEN (Benefit Expert Navigator)" for customer support.
  • Analytics capabilities through Matomo for tracking benefit utilization trends.

The solution was built using Microsoft Azure for scalability, security, and high availability. It resulted in:

  • The system serves ~2 million members, with continuous growth.
  • Faster development & deployment cycles through Agile methodologies.
  • Improved analytics on benefits utilization and user trends.
  • Easier white-label branding with dynamic fields.
  • Enhanced marketing and bulk email capabilities.

Additionally, the chatbot has handled over 35,108 messages, including 10,092 visitor queries and 25,016 bot responses.

Explore Related Case Studies

Care to share?