{"id":560669,"date":"2020-08-31T06:55:00","date_gmt":"2020-08-31T06:55:00","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=client-story&#038;p=560669"},"modified":"2026-03-24T03:24:45","modified_gmt":"2026-03-24T08:24:45","slug":"securing-a-healthy-future-for-a-leading-global-health-insurance-care-company-with-admnext","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/securing-a-healthy-future-for-a-leading-global-health-insurance-care-company-with-admnext\/","title":{"rendered":"Securing a healthy future for a leading global Health Insurance &#038; Care company with ADMnext"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_Healthcare__Life_Sciences_Company_Cover_Image-2.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client Stories<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Securing a healthy future for a leading global Health Insurance &amp; Care company with ADMnext<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/ADMnext_HealthInsurance_Success-Story-2.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>ADMnext_HealthInsurance_Success-Story-2.pdf<\/span><span class=\"type\">1 MB pdf<\/span><\/a><\/div><\/div><\/div><div class=\"infoWrapper \"><div class=\"row\"><div class=\"col-md-4\"><span class=\"fieldName\">Client: A leading international Health Insurance and Care companycompany<\/span><\/div><div class=\"col-md-4\"><span class=\"fieldName\">Industry: Healthcare Insurance and Care<\/span><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/securing-a-healthy-future-for-a-leading-global-health-insurance-care-company-with-admnext\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/us-en\/news\/client-stories\/securing-a-healthy-future-for-a-leading-global-health-insurance-care-company-with-admnext\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-8\"><h2 class=\"intro-para-title\">Supporting the client\u2019s comprehensive insurance policy administration platform for its five million plus members<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div><div class=\"article-text article-quote-text\">\n<p><strong>Client:<\/strong> A leading international Health Insurance and Care company<\/p>\n\n\n\n<p><strong>Industry:<\/strong> Healthcare Insurance and Care<\/p>\n\n\n\n<p><strong>Client Challenges:&nbsp;<\/strong>This leading UK-based, global Health Insurance and Care services company was looking for a partner to support and guarantee a smooth, stable customer experience for its insurance policy administration platform.<\/p>\n\n\n\n<p><strong>Solution:&nbsp;<\/strong>Capgemini\u2019s ADMnext supported the client\u2019s&nbsp;comprehensive health insurance policy&nbsp;administration platform. This platform&nbsp;covers enrollment, pre-authorizations,&nbsp;claims, billing, payments, renewals, group&nbsp;and member data, and pricing, and holds&nbsp;details for close to 100,000 organizations&nbsp;and providers and five million members.<\/p>\n\n\n\n<p><strong>Benefits:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Substantial cost savings with better&nbsp;predictability, year-on-year productivity&nbsp;gains, and a reduction in manual efforts<\/li>\n\n\n\n<li>Service improvements with increased&nbsp;support coverage, predictability in&nbsp;resolution and response times, reduction&nbsp;in incidents, and exceeding SLA targets<\/li>\n\n\n\n<li>Quality improvements with better&nbsp;application health, and increased accuracy&nbsp;and efficiency<\/li>\n\n\n\n<li>Process improvements resulting in substantial&nbsp;work hours saved through a streamlined&nbsp;onboarding process for new applications&nbsp;and services, and transparent and secure&nbsp;support service governance<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\" id=\"h-addressing-an-unstable-insurance-policy-nbsp-administration-platform\">Addressing an unstable insurance policy&nbsp;administration platform<\/h1>\n\n\n\n<p>Connecting with and bringing customers relevant offerings is crucial for surviving and thriving in the Health Insurance and Care industries. However, the client\u2019s unstable core policy administration platform and a changing customer user base were leading to higher volumes of incidents. In addition to IT budget pressures and a lack of control on monthly application usage maintenance outflows, the client was facing major business efficiency issues, which were leading to unhappy end customers. This called for improvements in governance and incident management.<\/p>\n\n\n\n<p>The client was also seeking to address turbulent support services with improvements&nbsp;in the on-boarding of new applications and releases and extended support coverage.&nbsp;There was a lack of documentation and high levels of inadequate knowledge in the&nbsp;L1 team. The routine, manual, and clerical tasks were resulting in loss of productivity.<\/p>\n\n\n\n<h1 class=\"wp-block-heading\" id=\"h-capgemini-s-admnext-to-the-rescue\">Capgemini\u2019s ADMnext to the rescue<\/h1>\n\n\n\n<p>To address these challenges, Capgemini\u2019s ADMnext supported the client\u2019s&nbsp;comprehensive health insurance policy administration platform built on .NET and&nbsp;Oracle technologies.<\/p>\n\n\n\n<p>Firstly, Capgemini carried out a detailed assessment for the client and various critical&nbsp;success parameters were identified. Capgemini then proposed a fixed monthly fee and&nbsp;managed services contract with high offshore leverage. Predictability in incident&nbsp;management was greatly improved here with effective use of SLA and OLAs throughout&nbsp;the engagement.<\/p>\n\n\n\n<p>Next, Capgemini leveraged its transition methodology to streamline the onboarding of&nbsp;new applications and ensure a smooth transition from development to support for&nbsp;regular releases. Operational manuals and user guides were developed to improve&nbsp;application knowledge for first-line support. Along with automated monitoring of&nbsp;applications, batches and identification of data inconsistencies were improved by&nbsp;implementing tools like Selenium and Point Scripts. Additionally, a continual service&nbsp;improvement (problem management) model was introduced to address repetitive&nbsp;incidents and frequent process errors, along with scoping out the functionality changes&nbsp;required to cater changing business needs.<\/p>\n\n\n\n<p>Overall, these initiatives brought the following benefits:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Substantial cost savings with better predictability from a fixed-fee pricing model and&nbsp;high offshore leverage (~85%); year-on-year productivity gains (~5%) and a reduction&nbsp;in manual efforts from automation initiatives<\/li>\n\n\n\n<li>Service improvements with increased support coverage, predictability in resolution&nbsp;and response times, reduction in incidents, and the exceeding of SLA targets<\/li>\n\n\n\n<li>Quality improvements with better application health and increased accuracy and&nbsp;efficiency resulting from Capgemini\u2019s Continual Service Improvement (Problem&nbsp;Management) model<\/li>\n\n\n\n<li>Process improvements resulting in substantial work hours saved through a stream&nbsp;lined onboarding process for new applications and services, and transparent and&nbsp;secure support service governance.<\/li>\n<\/ul>\n\n\n\n<h1 class=\"wp-block-heading\" id=\"h-the-way-forward-with-admnext\">The way forward with ADMnext<\/h1>\n\n\n\n<p>Capgemini will continue to work with the client and help them achieve their business&nbsp;targets and customer service excellence goals. In moving forward together, there are&nbsp;plans for an overall web upgrade that will encompass all web applications. There are also&nbsp;plans to work on security vulnerabilities for these web applications, along with looking&nbsp;for new opportunities in the form of digital, and development and support in the ECM&nbsp;and CRM spaces.<\/p>\n\n\n\n<p>Additionally, Capgemini is committed to decreasing the incident count&nbsp;across all services through automation and process improvement, while working more&nbsp;effectively with tools like Smart Analytics to better understand incident trends and avoid&nbsp;as many incidents as possible in the future.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Supporting the client\u2019s comprehensive insurance policy administration platform for its five million plus members<\/p>\n","protected":false},"author":103,"featured_media":560672,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"53483df9-b515-4b5b-b3dc-25227c9e6ae5\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","client_logo_id":0,"client_logo_url":"","primary_term":"","featured_focal_points":""},"tags":[],"brand":[],"service":[],"industry":[66],"partners":[],"country":[],"content-group":[],"class_list":["post-560669","client-story","type-client-story","status-publish","has-post-thumbnail","hentry","industry-healthcare"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Securing a healthy future for a leading global Health Insurance &amp; 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