Serving patients’ needs with modern technology solutions

Best Buy Health provides health and wellness solutions, such as innovative remote patient monitoring and telehealth services, to older adults and the mobility-impaired, allowing them to safely live independently at home. As Best Buy Health has expanded through strategic acquisitions and new partnerships in recent years, the company needed to upgrade its technology to scale operations while maintaining a commitment to high-quality, accessible patient care.

The Challenge: As Best Buy Health has grown, the organization needed to consolidate and standardize its technology to seamlessly connect its patients, caregivers and healthcare providers remotely, allowing for improved communication and coordination of services.

The Objective: The goal was to design a platform that would combine remote patient monitoring and telehealth services to handle 7 million calls to its Caring Center, plus 9 million Geek Squad visits per year, all while sustaining quality care for its 30,000+ patients, 60.000+ Medicare members and 900,000+ consumers.

The Solution: Best Buy Health chose HCLTech in large part based on our decadelong trusted collaboration with Best Buy. Ultimately, HCLTech implemented a comprehensive ecosystem, with Microsoft Dynamics 365 Sales and Customer Insights seamlessly integrated with other Dynamics 365 products, including Finance, Customer Service and Operations, plus other BizApps, such as Power BI. The full package provided greater operational efficiency, allowing Best Buy Health to collect, analyze and manage sales and customer data quickly.

The Impact: HCLTech’s partnership with Microsoft has had a significant business impact for Best Buy Health:

• Reduced administrative burdens: With a centralized platform that consolidates sales and customer data along with finance and billing processes, Best Buy Health is spending less time on data retrieval, minimizing errors and enhancing internal efficiency.
• Improved customer care: By combining remote patient monitoring and telehealth services in a single repository, HCLTech’s implementation of Microsoft Dynamic 365 platforms has streamlined patient volume management, enabling Best Buy Health to expertly handle its huge caseload.
• Maximized ROI: By prioritizing out-of-the box solutions and leveraging existing tools to their fullest potential, HCLTech has helped Best Buy Health maximize its ROI and achieve the greatest strategic value possible.
• Advanced the organization’s mission: HCLTech’s implementation positions Best Buy Health as a leader in integrating technology with healthcare. Powered by the robust capabilities of Microsoft’s products, the partnership underscores Best Buy Health’s commitment to helping underserved communities, such as the elderly, in-home recovery and mobility-impaired.
• Guaranteed long-term satisfaction: HCLTech’s unmatched ability to address both technical and financial challenges has provided the reassurance the client needs to guarantee high quality and timeliness in deliverables. Through our expert DevOps services and customer success management, HCLTech promises long-term success, supported by a talented team committed to handling any issue that arises.

Better communication means more sales opportunities

Trustmark, a benefits company doing business for more than 110 years, takes a caring, client-first approach to providing products and services to help companies of all sizes address their benefits-related challenges. By taking steps to implement advanced technological solutions, Trustmark has been able to further its mission of helping people increase their wellbeing through improved health and better financial security.

The Challenge: Trustmark’s sales and marketing systems were segmented, creating a gap in shared insights between the marketing and sales journeys. The company relied on Constant Contact for email marketing, causing salespeople to struggle with a lack of relevant customer insights — and sales took a hit.

The Objective: Trustmark’s goal was to align sales, marketing and customer data in one place, providing all teams with immediate access to essential information in real time so they could deftly manage $2.9 billion in assets and support the needs of Trustmark’s 2 million-plus members, policyholders and plan participants.

The Solution: HCLTech and Microsoft competed against Trustmark’s current provider, Constant Contact, as well as Salesforce to expand its client capabilities. After discussing the need to implement a customer insights solution for more than three years, Trustmark agreed to sign on with HCLTech and embrace the advanced capabilities of Microsoft Dynamics 365 Sales and Customer Insights.

The Impact: HCLTech’s implementation of Dynamics 365 Sales and Customer Insights solutions provided the following benefits:

• Streamlined workflows: By moving away from Constant Contact and integrating sales and customer insights, Trustmark has increased communication among teams and created more efficient workflow processes.
• Better data means better sales: Trustmark sales teams craved the ability to access more real-time data to gain insights into current and future clients. With more accurate data available at a moment’s notice, salespeople can guide potential customers through the buying cycle more efficiently.
• Customized training: HCLTech recognized that the deployment at Trustmark had to include training the company’s internal teams to create their own sales and customer journeys to meet their clients’ needs and prepare the business for growth.

Streamlining customer interactions

Texas Dow Employees Credit Union (TDECU), the fourth largest credit union in Texas, was created in 1955 by a group of Dow employees who banded together to provide financial assistance to hourly workers. Today, the credit union has expanded to 38 service locations and has grown from issuing its original $35 loan 69 years ago to managing nearly $5 billion in assets annually, helping its 372,000-plus members realize their financial dreams.

To support continued growth, TDECU needed to embark on a complete digital transformation, including new sales and customer insights platforms that would allow the credit union to efficiently serve the needs of its growing customer base.

The Challenge: TDECU was relying on multiple systems with little to no integration, including an outdated Salesforce customer relationship management (CRM) platform. Company officials were frustrated that the technology wasn’t providing sales, marketing and customer service teams with the kind of customer visibility, reporting and real-time insights necessary to quickly respond to the needs of its members.

The Objective: TDECU needed to replace its Salesforce system with a unified CRM solution that would:

• Provide an enhanced 360-degree view of its credit union members.
• Unify sales and customer data to reveal real-time insights.
• Fully support the company’s MyTDECU Experience, a range of digital and in-person banking services aimed at providing a top-notch customer service experience.
• Include best-in-class AI and robotic process automation to route customer requests to the proper departments and empower members to resolve issues through a variety of self-service channels.

The Solution: HCLTech led TDECU’s digital transformation by replacing its Salesforce system with Microsoft Dynamics 365 solutions. After competing directly with Pega, HCLTech won the initial project to implement Microsoft Dynamics 365 Customer Service, then later expanded the project to include Dynamics 365 Sales and Customer Insights. The result: A comprehensive platform that allows TDECU to respond to customer inquiries and close deals more quickly.

The Impact: Working closely with Microsoft and TDECU, HCLTech achieved the following key results:

• Speed of implementation: HCLTech has rolled out full implementations of Dynamic 365 Sales and Customer Insights to all five lines of business at TDECU under budget and ahead of schedule.
• Centralized ease of use: HCLTech streamlined a number of disparate systems into one efficient, easy-to-use ecosystem that allows TDECU’s teams to create and track actionable follow-ups on credit union members.
• Improved member experience: Microsoft’s solutions have automated and simplified a variety of workflow processes, empowering TDECU’s agents to resolve member issues more promptly and increase customer resolution rates overall.
• Dedication to client success: At every stage of this major project, HCLTech has shown our commitment to making sure the client encounters no surprises by meeting strict deadlines and providing ongoing support.

Building a flexible tool for an international audience

Employees of the World Bank and the International Monetary Fund joined forces in 1947 to create the Bank-Fund Staff Federal Credit Union (BFSFCU). Seventy-seven years later, the international credit union embraced a technological transformation that aligns with its goal of delivering an affordable and convenient way for its global members to borrow and save money.

The Challenge: BFSFCU teams were using 12 different systems that required several time-consuming manual processes. The credit union’s primary pain point was the lack of a sufficient customer relationship management (CRM) system that would allow employees to view all member interactions while seamlessly interfacing with the company’s contact center solution.

The Objective: BFSFCU needed to adopt a robust, agile system that could increase the visibility of its international customers to better serve their needs. Plus, the credit union needed a solution that could accurately manage varying oversight and documentation requirements in different parts of the world.

The Solution: Another HCLTech client, Texas Dow Employees Credit Union (TDECU), was so pleased with the way HCLTech successfully delivered the Microsoft Dynamics 365 Sales and Customer Insights platforms that TDECU highly recommended us to BFSFCU, and a new partnership was born. We guided the digital transformation at BFSFCU by replacing its legacy applications with one unified solution. By adopting Microsoft Dynamics 365 Sales and Customer Insights, BFSFCU was able to gain a 360-degree view of its customers, laying the groundwork for future growth.

The Impact: The project achieved several key results, including:

• Reduced complexity: By transitioning from several complex systems to one unified ecosystem, operational efficiencies greatly increased. An executive at BFSFCU had envisioned a more streamlined workflow that would allow employees to access data more quickly, requesting “the less clicks the better” — and HCLTech and Microsoft are delivering on that promise.
• Increased automation: HCLTech and Microsoft have further expedited workflows by automating several processes that had previously required manual attention, including everything from tracking member data to connecting customers with the appropriate department to answer questions.
• Improved customer visibility: Once the project is completed in July 2024, HCLTech will have consolidated several disconnected systems into a holistic view of both current and potential customers.
• Eased ability to meet international regulatory requirements: With the credit union serving members of the World Bank and International Monetary Fund, BFSFCU needed a technology solution that was flexible enough to seamlessly comply with a wide variety of regulatory requirements in different countries. HCLTech worked closely with Microsoft to ensure that its Dynamic 365 Sales and Customer Insights implementation would accommodate different regulatory requirements worldwide.