At Aspira, we regularly partner with leading organisations to deliver bespoke service packages. We teamed up with Irish healthcare insurance supplier, Laya Healthcare, to deliver a fully-customised Customer Relationship Management (CRM) system. Keep reading to learn about how we supplied Laya with the system.
The challenge faced by Laya Healthcare was to source a CRM system that could not only manage and service existing members but also identify new opportunities and deliver robust reporting capabilities.
As Laya Healthcare expanded from providing much more than health insurance solutions, its previous system could not cater for its fast-changing needs. The insurer was becoming the leading health and wellness provider in Ireland, supporting its corporate clients in achieving their wellbeing goals.
The company’s previous system didn’t have the capacity for Laya Healthcare’s rapid-growing needs, and saw its teams develop their own solutions to manage new requirements. The insurer quickly identified this and sought to find a new CRM system to ensure its members continued to experience an uninterrupted, great level of service.
The Aspira Solution
Aspira designed and developed a bespoke Microsoft Dynamics CRM for the rollout of the Thrive Health and Wellness project and the Quotations Management System (QMS) for Laya Healthcare. This solution involved the customisation of Microsoft Dynamics including entitlements, forms and reports and custom designed .NET workflows and plugins.
Thrive Health and Wellness
Thrive Health & Wellness by Laya Healthcare provides tailor made, evidence-based health & wellness programmes which are personalised and measurable for individual workforces. Laya Healthcare’s connected health approach is unique compared to competitor offerings in that it utilises data to map the best possible programmes for members and it is delivered by Ireland’s largest team of clinical professionals.
To support Laya Healthcare’s fast-changing needs, Aspira customised a form on Microsoft Dynamics CRM for the Business Developer Manager to import and export information on the clients screening to their profiles on the Microsoft Dynamics CRM site. This functionality makes life easier for the Business Development Manager to add this information to the system and keep a track on the health check history of their clients.
Quotations Management System
Before the Microsoft Dynamics QMS was implemented, the Laya Healthcare team were manually using spreadsheets to provide information to their clients.
To ensure processes were running smoothly, a customized data feed of all the clients on the CRM was introduced and ran separately to the CRM on a scheduled task, that outputted the results of all the account details and claim details of each member on the CRM.
The system provided the user with a screen to select different healthcare providers, plans and costs of the available plans that was on the market by Laya Healthcare and other competitors. This tool gave the Business Development Manager a comprehensive view of what kind of plans were already on the market for their members and to help them acquire potential new members.
“The support we have received from Aspira’s CRM consultant on our digital transformation of Microsoft Dynamics CRM has been exceptional. Throughout the entire process, Aspira supported Laya Healthcare in evaluating our needs, identifying the scope and requirements for our team while also identifying the impact any changes would have on our members – who are at the heart of all our decisions here at Laya Healthcare.
The importance of having an expert local partner who has comprehensive knowledge of the capabilities, functionality and configuration experience of Microsoft Dynamics CRM, was critical in the success of this project.”
– Therese Condon, Corporate Development Manager at Laya Healthcare.
Authors: Anita Fitzgerald – IT PMO Analyst, Aspira and Damien Kearns – Senior Consultant and Project Manager, Aspira.