Customer Snapshot: Sentara Health Plans

Sentara improves broker effectiveness, streamlines sales cycle, adds new members, and reduces administrative waste with Pivotal Healthcare Insurance

Founded in 1984, Sentara Health Plans Inc., located in Virginia Beach, Virginia, provides customized health plans to small and large businesses, state and federal municipalities, and school systems. Tapping into a network of 2000 local physicians, the organization's Small Group Business uses a network of more than 200 external brokers to take its insurance products to market throughout southeastern Virginia and northeastern North Carolina.

Challenges

  • Improve customer relationships
  • Improve management of member data
  • Increase Customer Retention
  • Increase operational efficiencies
  • Integrate Partner Channel
  • Manage multiple sales channels

Results

  • Freed up 10 percent more time for brokers and salespeople to be out in front of prospects
  • Increased the number of quotes generated by 30 percent in a single year
  • Shortened sales cycle by 50 percent, increased quote-to-sale conversion rate by 18 percent, and helped Sentara achieve a 93 percent member-retention rate