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Next Level Customer Experience Transformations
IEHP Reaches Members with Ushur, Launching 265+ Campaigns to Enhance Engagement Using Automation
Irish Life took a fresh look at customer engagement
Benefitfocus reduces operational costs while educating new hires
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The Manual Challenges
Prior to 2022, IEHP faced challenges in developing engagement-centered campaigns, maintaining accurate member and provider demographics, and automating communications, which led them to seek a solution from Ushur to improve engagement, accuracy, and operational efficiency through interactive, digital self-service.
Processing Pension Contributions: A Time-Consuming Maze for Irish Life
Processing 3,000 inconsistent client email submissions (Excel, CSV, PDF, etc.) monthly became a time-consuming maze for Irish Life, forcing staff to spend days manually fixing them before processing.
Stuck in Snail Mail Swamp: Delivering Benefits Goes Paper-Heavy and Outdated
11,000 paper mailers monthly? Clients were showering new hires with costly, outdated benefits info. Members craved a greener, interactive experience, leaving them stranded with questions in this paper-heavy swamp. Time to trade snail mail for digital answers!
The Ushur Platform Solves
Ushur was selected through an RFP process to implement two strategies: deploying secure two-way conversations with members and providers using Ushur's HIPAA-secure Invisible App, and training internal business users on Ushur's No Code Platform to accelerate campaign development, which has led to ongoing collaboration and future plans for streamlining engagement and automating processes.
Ushur: From Labyrinth to Lightning Speed
Irish Life conquered their data processing maze with Ushur's IDA, saving time, resources, and shifting staff to higher-value tasks. This innovation cements their leadership and positions them for further growth.
Bye-Bye Snail Mail, Hello Digital Oasis: Ushur Delivers Engaging Benefits On-Demand!
Ditching paper, the client embraced Ushur's secure, interactive apps for a greener, more engaging way to deliver benefits info. New hires now onboard seamlessly, and the solution extends to dependents too, ensuring everyone gets the info they need, on-demand. This HIPAA-compliant digital oasis has benefits soaring and snail mail swimming with the fishes!
200%of Medi-Cal enrollment targets reached
70%of incoming emails auto-triaged
$528Ksaved by shifting from paper mail to digital automation
362Kmembers reached within weeks of launch
95%
email categorization accuracy rate
email categorization accuracy rate
$700K+saved annually
619Kmembers reached across all campaigns to date
The results we got were phenomenal, and we hadn't written a line of code. We’d never seen anyone who could do that. From our standpoint, Ushur were the only ones out there truly doing something different.
Ken LynchHead of Information Technology
Irish Life
Irish Life
My favorite feature of flow-builder/invisible app is the ability to ‘preview’ the engagement from the configuration screen to ensure branding, theming and verbiage will appear as expected. Our customer is delighted that we can deliver custom welcome engagements week-over-week to thousands of members.
Katey KollSenior Product Manager
Benefitfocus
Benefitfocus
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