Our customer is Ireland’s largest provider of private health insurance. The organisation has been providing Irish citizens with access to quality private healthcare for decades, through an extensive range of healthcare products and services. The health insurance provider caters to over a million customers, providing support for practically every medical eventuality, including: hospital treatment, daycare treatment, day-to-day expenses, occupational health, dental care, urgent care, multi-trip travel insurance, medical screening, employee assistance programmes, hospital-at-home services, and much more.

The client’s ecosystem is made up of thousands of corporate and affinity group schemes throughout Ireland, and its customers and their dependents are covered individually, through membership to one of these schemes.

Following the successful completion of the customer’s Pilot Project, the board engaged Bluewave a second time to act as its implementation partner on a number of additional projects, as well as to provide maintenance and support on the existing platform. The pilot was very well received, as was each subsequent implementation since then, and therefore the relationship has continued. The results of our ongoing collaboration with this client include the implementation of a custom quoting process, the introduction of various new reporting tools and dashboards, the introduction of a resource library, and a Marketing Cloud implementation – among other things. Our experts are also constantly working to improve user experience and the amount of useful data available for customers. We are currently drawing up plans for additional phases of work which will continue into 2024.

Bluewave’s collaborative work with the health insurance provider currently falls into two main streams: there is Business As Usual (BAU) – where we provide on-going weekly support for any issues or requests specific to the board’s Salesforce org in general, and the Community Stream – where we provide regular enhancements to the community, based on the client’s requirements. 

Recent BAU updates have included technical enhancements such as new dynamic dashboards and reports, new community pages, a new custom resource library page (built specific to the customer’s requirements) and more. Utilising Salesforce tools such as Sales Cloud, Service Cloud, and Experience Cloud, updates are designed and implemented on a monthly basis – with regular communication between our consultants and project managers, and the customer’s technical and leadership teams.

Our second main stream of work: the Community Project, also includes providing new features on a regular, often monthly, basis. This project has been ongoing since 2019, continuously building on our initial successful pilot over the years to best serve the changing needs of our client’s customers. The client continues to roll out the community to more of their corporate customers, with over 300 active users, and counting. 

Some features added since the pilot include:

• Your Customer Account Team
• Claims Dashboards
• Benchmarking Dashboards
• Resource Library
• Homepage redesign
• Improvements to existing pages

Recently, our experts have also implemented Marketing Cloud with our client’s B2B users, with Phase 6 of the project including a similar implementation for the client’s B2C market, which has now been completed. Thanks to the hard work of Bluewave’s Marketing Cloud Lead, our customer now has a corporate account with two business units: B2B and B2C.

“For the B2B business unit, the key objective of the implementation was to empower the team to deliver marketing campaigns using Marketing Cloud. The B2B team was new to the technology that Marketing Cloud offers and building a solution where the users can easily access and use the tools required for implementing their strategy was vital. We used Marketing Cloud Account Engagement (previously known as Pardot) to achieve this.

For the B2C business unit, the key objective was to migrate and enhance the existing processes from the old ExactTarget account into a new child business unit of the recently upgraded Marketing Cloud Corporate Account. This will allow B2C users to take advantage of the new features and functionality, and improve the overall customer experience. The client’s existing content was migrated to the new business unit, from both the Classic Editor and Content Builder.” – Marketing Cloud Technical Lead at Bluewave

Our ongoing work with this customer has included many updates and improvements over the course of our four year relationship. As recently as January 2023, our experts helped rectify an issue with a failing scheduled job:

“A scheduled flow was failing due to the amount of records which were being processed on a Salesforce object and as a result, was hitting Salesforce’s limits. We applied a quick fix which involved marking a custom field as an external field, which indexes data, thus reducing the processing time required for carrying out the scheduled job and to prevent this from happening again.” – Senior Salesforce Developer, Bluewave

Our team also recently finished creating a new home landing page for a specific internal audience, this project was completed and delivered in January’s release. With much of our Phase 6 work completed, we are waiting for the latest set of requirements to be confirmed. We envision that this will include updates that are similar to the work we’ve been doing previously, for example: further enhancements to the customer’s Community Portal. This will include a combination of new reports and dashboards with the data feed provided by the client themselves and Bluewave configuring the environment to receive the data load against various custom objects.

“There is a good balance of programmatic and declarative work which we do with this customer. Their requirements are clear and both teams are able to get to an understanding fairly quickly for monthly releases. The selling point for me is their deployment lifecycle. This client is quite strict on how changes are deployed from one environment to another, as they have a clear procedure in place which prevents unauthorised changes being done in Live, both from a Bluewave and internal perspective. Changes are clearly communicated and documented and management is kept well informed.” – Senior Salesforce Consultant, Bluewave

The main backbone to the work Bluewave has done and continues to do is provided by the data that’s fed into Salesforce from the customer’s Data Warehouse, and then reports and dashboards are created based on that data – and it’s all surfaced in Experience Cloud. Additional custom features have also been written, most notably the Calendar and the Resource Library.

“Having worked with this customer for a number of years now, I can confidently say that their release management is excellent. The organisation’s internal technical team is also very knowledgeable and helpful. They have been a pleasure to work with throughout my entire time on this project.” – Senior Salesforce Developer, Bluewave

With every engagement, Bluewave strives to build a collaborative relationship between our technical staff, project managers, our leadership team, and our valued customers. Our proven implementation process – The Bluewave Way™ – has led to the delivery of over 250 successful Salesforce projects and engagements over the last decade. We’ve designed this process to be flexible, adapting to each customer’s individual and changing needs. As standard, we implemented this agile approach throughout our engagement with this health insurance provider, and will continue to do so as we enter the next phase of this ongoing project with our client.

“We have been working across the customer’s org to implement a one-team approach in delivery, building long-standing relationships, and a partnership that focuses on knowing and understanding the client’s business needs and requirements. We’ve also delivered extensive training in Marketing Cloud across the business and training in IP warming to enable Marketing Cloud’s success.” – Senior Project Manager, Bluewave

As the project evolves, Bluewave’s technical experts always keep a document updated that provides a technical overview. This includes necessary details of each implementation, plus references to how the customer’s admin team can maintain and support features going forward, allowing the customer to track our progress as more improvements are made over time.

We look forward to continuing our work with this client, and continuing to harness the power of Salesforce technology in order to improve and modernise their systems, providing better customer experience, improved UX, increased internal efficiencies, and a successful result for the health insurance provider overall.