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

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.