Customer Solution Case Study
/ Leading Insurer Launches Integrated Health and Wellness Portal
Overview
Country or Region:India
Industry:Insurance
Customer Profile
Apollo Munich is a standalone health insurer offering innovative health, accident and travel insurance solutions on a pan-India basis.
Business Situation
Apollo Munich wanted to increase the level of engagement with its customers through an integrated health and wellness portal, a personalized service that allows its customers to manage their health and wellness goals.
Solution
Apollo Munich leveraged Microsoft SharePoint platform to come up with a health and wellness portal to provide tools and dashboards to its customers to actively manage their health goals.
Benefits
  • Provides customers with a health and wellness management tool.
  • Increases the level of engagement of the insurer with its customers.
  • Enables targeted wellness programs for customers.
  • Improves metrics like Wellness index of employee workforce and productivity.
/ “Our first touch-point with the customers is at the time of policy initiation. Later, we see them either for the renewal of policy or at the time of claims. This leaves a large dormant period where we don’t get to interact much with our customers. We wanted to close this gap and know them better to manage their health through a health and wellness support platform.”
Krishnan Ramachandran, COO, Apollo Munich Health Insurance
Apollo Munich Health Insurance, a joint venture between The Apollo Hospitals Group, its associates and Munich Health, operates as a standalone health insurer. It offers innovative health, accident and travel insurance solutions on a pan-India basis. Headquartered in Gurgaon, the company has more than 50 offices across major metros and category-A cities and towns.
Apollo Munich wanted to increase the level of engagement with its customers. For this, the insurer set up an integrated health and wellness portal that enables customers to carry out their health and lifestyle assessments and manage medical reports on a single platform. The company leveraged SharePoint to launch which is currently open for their enterprise customers.

Situation

Apollo Munich already has an interactive website with several testimonials from its satisfied customers. However, the company wanted to deliver a personalized service that would enable customers to manage their health goals. This led Apollo Munich to launch an integrated health and wellness portal -

The company wanted to increase its interaction with the customers and better manage their health. “Our first touch-point with the customers is at the time of policy initiation. Later, we see them either for the renewal of policy or at the time of claims. This leaves a large dormant period where we don’t get to interact much with our customers. We wanted to close this gap and know them better to manage their health through a health and wellness support platform” says Mr. Krishnan Ramachandran, COO, Apollo Munich Health Insurance.

“This engagement with our customers is important for a sustained business model and in return, a happy customer base. This unique portal would help Apollo Munich understand our customers better based on which we could design and deliver targeted wellness plans and personalized services to our customers says Dr. Bhabatosh Mishra, Senior Vice President, Underwriting and Product Development, Apollo Munich Health Insurance.

“We offer end-to end healthcare services through the Apollo ecosystem, which includes hospitals, pharmacies and insurance. So it was a natural fit for us to have a health and wellness management portal,” adds Mr. AshishAgarwal, Senior Vice President, Information Technology, Apollo Munich Health Insurance.

Solution

When Apollo Munich started evaluating various portal technologies, they were looking for a solution that had the following capabilities:–

  • Ease of Content Management
  • Ease of Creating Workflows
  • Customization; and
  • Out-of-the-box templates and widgets

“The availability of skills in the market for Microsoft SharePoint, the ease of use, and out-of- the-box capabilities that we could leverage to expedite our time to market, tilted the balance in favor of SharePoint. Besides, the solution offered a better Total Cost of Ownership (TCO),” says Mr. Agarwal.

The company went in for SharePoint because it found that the technology aligned well with its goals. “We didn’t want to have a heterogeneous mix of technologies as it becomes difficult to manage. Most of our development happens on .NET and we wanted to remain aligned to SharePoint, .NET and related technologies,” he adds.

Apollo Munich leveraged SharePoint to set up the health and wellness management portal – portal provides various tools and dashboards to customers to manage their health goals.

“This site is not for product sale. We have our corporate website which showcases our products. Once a customer buys our policy, he gets additional wellness services through this wellness portal,” says MrAgarwal.

Benefits

With the help of SharePoint, Apollo Munich has enhanced its engagement with its customers by letting them track their health goals proactively and educate / inform them on lifestyle management through content distribution.

Dashboards for Managing Health Goals

This unique portal - - offers dashboards to its enterprise customers. Users can input their medical test reports and health goals such as weight, BP and cholesterol management and create personalized wellness plans. They can also access health articles, medical test reports, prescriptions, and even track appointments.

Wellness Plans for Corporate

The portal enables a company to keep a tab on the health of its workforce. It can gain insights into the percentage of employees suffering from diabetes or obesity. Having visibility into these trends will help companies roll out targeted wellness programs for its employees.

Increase Engagement with Customers

Apollo Munich has currently launched this portal for a few corporate customers but plans to soon allow its retail customers to access the portal and manage their health profiles. The company would like health and wellness to be a way of life for its customers,

The Way Forward

Apollo Munich has laid out a roadmap for the portal. The first phase, which is about wellness and lifestyle management, is in place already. Future of lifestyle management will include additional capabilities like device integration and analytics. The health coaches and doctors assisted by these technological capabilities will be able to better manage the health of Apollo Munich’s members.

“The aim is to offer the Apollo ecosystem as a single product to the customer and be a one-stop shop for all health and wellness needs,” adds Dr. Mishra.

Apollo Munich also has an intranet solution based on SharePoint which is being used as a collaboration platform within the company. In the future, the company intends to integrate the two.


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