Maximizing Enrollment,Engagement and Retention with aMulti-Channel StrategyMatthew Brown, Kony Healthcare | August 2012
Kony Blue Chip CustomersAUTOMOTIVE/ENERGY                       FINANCIAL SERVICES   INSURANCE   HEALTHCARE/PHARM   TRAVEL...
Agenda  Reform and the Consumerization of Healthcare  The Multi-Channel Challenge  Strategies for acquisition, retentio...
Reform is Driving a Multi-Channel StrategyCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL   4   4
Poll 1 What in your opinion will be the leading outcome of Reform and the “Consumerization of Healthcare”? Answers: A) Con...
Reform and Market Changes  Reform and the ACA is driving MAJOR change  The old way of communication is DYING  Growth is...
Reach the Uninsured  How are you leveraging mobile to help you acquire a   greater share of 49.1 million uninsured?Copyri...
Wait – there is more  Nearly one in 10 employers to drop health coverage                               About one in 10 em...
Poll 2 Do you currently have a plan to reach the uninsured? Answers: A) Yes B) No Question 2a: What will be your primary w...
Demographics of Mobile in US: Minorities Lead the WayCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL   10 10
The Demographics of Mobile in US: Seniors are Fastest GrowingCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL   11 11
Why Mobile - NOW Assumption                                          Reality  Seniors do not use                         ...
What is Multi-Channel?Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL                 13 13
Poll 3 What does the term “Multi-channel” mean to you? Answers: A) Smartphones (iOS, Android, mobile web, MSFT, etc) B) Sm...
Consumer PreferenceHow do customers choose tointeract?                  Informed and                                      ...
Location and PresenceWhere can I access information?                                                     Transport        ...
Fundamental Shift toward Consumer                  Consumer adoption is forcing a better UI/UXCopyright © 2012 Kony Soluti...
Each wave of computing has had a driving force behind it                         CLIENT                             WEB   ...
The Path to Multi-Channel         CLIENT                                            WEB              MOBILE   MULTI-CHANNE...
Fragmentation and Chaos Is the New Normal  Percent of smartphones (U.S.) grows from 43% to >80%   by 2015  More than 200...
Different Devices / Different ExperiencesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL   21 21
The Multi-Channel Challenge                                                        Secure brand adherence / loyalty?     ...
The KonyOne Platform        Write Once                                   Run Everywhere                          Any Devic...
Paths to Success                                    Custom B2C, B2E App                              Configurable pre-buil...
Kony Healthcare SolutionsCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL               25 25
Poll 4 What is the stage of your mobile application development? A) Non-Existent B) Early Stage Development C) Currently D...
Engaging Consumers Everywhere                                                  New Revenue               Health and wellne...
Payer Use Cases for Multi-Channel  Member Facing Apps                                 Employee Facing Apps             ...
Poll 5 What are your top priority multi-channel deployments? (multiple answers allowed) A) Member facing application, mobi...
Patient/Member Multi-Channel: Same App, Any Device                                            A day-in-the-life of a membe...
Health Plan Member Applications Time-to-Market is important                                                               ...
Agent/Broker Multi-Channel: Same App, Any Device                                            A day-in-the-life of an Agent/...
Agent and Broker Applications Location Services for Agents                                                                ...
ACO/Provider Multi-Channel: Same App, Any Device                                            A day-in-the-life of a Provide...
ACO/Provider Applications Location Services for Provider                                                                  ...
Multi-Channel Product Solutions Business to                                   Business to             Business to         ...
Q&ACopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL   37 37
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Maximize Enrollment, Engagement with a Multichannel Mobile Strategy

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  • - Agenda talk through
  • Consumer and enterprise mobility are becoming more complex. On the enterprise front, employees are behaving more like consumers, and CIOs must accommodate demands for a greater choice of devices and applications. Consumerization drives the demand for new types of devices, and employees won't be satisfied by traditional "enterprise" products that they see as unexciting. Most CIOs expect to support more than three mobile platforms in the future, some expect to support five or more.The consumer mobile domain is evolving at warp speed, with several hundred new models of tablets and smartphones being introduced annually running more than 10 different mobile platforms. This evolution won't slow down for several years. Consumer app stores are setting expectations of application style and behavior; and the consumer space will also set expectations for new types of user experiences, especially in the areas of multichannel and ensemble interactions.CIOs must not only be able to support a wide range of platforms and devices, but must also create an environment where innovation can occur and new requirements can be satisfied rapidly.Enterprise investment in content and applications will increase significantly during 2012 to 2015, at the same time fragmentation and the emergence of ecosystems will present challenges in addressing the opportunities easily. CIOs need to understand where to place strategic bets on technologies and vendors in mobile/multichannel development.
  • As you think about the ways you can enable consumers and employees with multi-channel technologies, you’ll come across a set of challenges that we’ve seen consistently across our customer base. Business managers wonder how they can leverage multi-channel to drive customer loyalty and reduce customer support costs, for example, while technology managers have to think about the wide array of devices and form factors in the market. [Break for a moment to ask the prospect if some of these challenges resonate for them and which if any are of particular concern to them.]
  • When you look at mobile and multi-channel capabilities, there’s really a massive range of use cases, or ways you can enable functionality to your end users. These examples are really just a small sample of the types of actions you can get into your customers’ hands through either their mobile device, desktop web, kiosk, tablet, etc.
  • Maximize Enrollment, Engagement with a Multichannel Mobile Strategy

    1. 1. Maximizing Enrollment,Engagement and Retention with aMulti-Channel StrategyMatthew Brown, Kony Healthcare | August 2012
    2. 2. Kony Blue Chip CustomersAUTOMOTIVE/ENERGY FINANCIAL SERVICES INSURANCE HEALTHCARE/PHARM TRAVEL/HOSPITALITYCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 2 2
    3. 3. Agenda  Reform and the Consumerization of Healthcare  The Multi-Channel Challenge  Strategies for acquisition, retention and healthCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 3 3 3
    4. 4. Reform is Driving a Multi-Channel StrategyCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 4 4
    5. 5. Poll 1 What in your opinion will be the leading outcome of Reform and the “Consumerization of Healthcare”? Answers: A) Consumers will choose their own health plans B) Consumers will spend more time researching health plans C) Consumers will seek out tools that allow them to identify their preferences by location and other criteria D) Members will be more engaged with their providers and treatmentsCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 5 5
    6. 6. Reform and Market Changes  Reform and the ACA is driving MAJOR change  The old way of communication is DYING  Growth is a key objective  Informed consumers, agent/broker engagement  Member Retention is a key objective  Improved member experience, share lower cost options  Member/Patient Communication is a key objective  Multi-channel approach, unified branding and experience  Member/Patient Self Service is a key objective  Call center offset, e-claims, e-ID card, highest quality experienceCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 6 6
    7. 7. Reach the Uninsured  How are you leveraging mobile to help you acquire a greater share of 49.1 million uninsured?Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 7 7
    8. 8. Wait – there is more  Nearly one in 10 employers to drop health coverage About one in 10 employers plan to drop health coverage when key provisions of the new health care law kick in, according to a survey by Deloitte.Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 8 8
    9. 9. Poll 2 Do you currently have a plan to reach the uninsured? Answers: A) Yes B) No Question 2a: What will be your primary way to reach them? A) Television or print ads B) Agents/Brokers C) SEO/Web D) Mobile Applications E) Social MediaCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 9 9
    10. 10. Demographics of Mobile in US: Minorities Lead the WayCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 10 10
    11. 11. The Demographics of Mobile in US: Seniors are Fastest GrowingCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 11 11
    12. 12. Why Mobile - NOW Assumption Reality  Seniors do not use  38% of seniors have smartphones for health smartphone – 76% use it for  Lower income individuals health can’t afford smartphones  Lower income individuals  Ethnic minorities are slower rely on Smartphone as adopters of technology personal computer  Limited use cases for  45% ethnic minorities own mobile/multichannel in vs. 31% Caucasian Medicare/Medicaid  61% have downloaded mobile health apps * Nielsen Research and Manhattan ResearchCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 12 12
    13. 13. What is Multi-Channel?Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 13 13
    14. 14. Poll 3 What does the term “Multi-channel” mean to you? Answers: A) Smartphones (iOS, Android, mobile web, MSFT, etc) B) Smartphones, tablets, mobile web C) Smartphones, tablets, mobile web, desktop, devices, kiosksCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 14 14
    15. 15. Consumer PreferenceHow do customers choose tointeract? Informed and Digitally Uncommitted Empowered Desktop/Laptop Self Service/Kiosk Phone/Tablet Time Aware Socially ConsciousCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 15 15
    16. 16. Location and PresenceWhere can I access information? Transport Mobile Clinic or Pharmacy HomeCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 16 16
    17. 17. Fundamental Shift toward Consumer Consumer adoption is forcing a better UI/UXCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 17 17
    18. 18. Each wave of computing has had a driving force behind it CLIENT WEB MOBILE The past Today Technology Content Experience Customers and employees are demanding fast access, ease of use, and modern UIs of mobile apps.Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 18 18
    19. 19. The Path to Multi-Channel CLIENT WEB MOBILE MULTI-CHANNEL TodayThe past Today Tomorrow Technology Content Experience Productivity Customers and employees demand those same attributes on any device, anywhere, at any time. Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 19 19
    20. 20. Fragmentation and Chaos Is the New Normal  Percent of smartphones (U.S.) grows from 43% to >80% by 2015  More than 200 new tablets and more than 250 new smartphones will be announced globally in 2012  New devices and form factors will emerge through 2015  Mobile AD meets mainstream and Web AD  The focus will turn to multichannel, not just mobile  Consumers will continue to own several cross platform devicesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 20 20
    21. 21. Different Devices / Different ExperiencesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 21 21
    22. 22. The Multi-Channel Challenge  Secure brand adherence / loyalty?  Deliver customer convenience?  Reduce customer support costs?  Get to market fast? BUSINESS  Attain operational effectiveness? How do I…  Drive employee productivity?  Increase profitability?  Lower risks?  Plethora of device options, modes, delivery mechanisms? HTML5 iOS phone & tablet / HTML4 Android phone & tablet / Native Windows phone, desktop & kiosk / Hybrid RIM / Symbian / TECHNOLOGY Mixed-Mode Desktop Web How do I cope with…  Consumer demand for on-device functionality (GPS, payments, etc)?  Employee demands for BYOD?  Deliver great UI/UX experience?  Security and data integrity challenges?Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 22 22
    23. 23. The KonyOne Platform Write Once Run Everywhere Any Device A single code base Every user NATIVE SUPPORT FOR 7 OSs MOBILE WEB • Individual, device optimized sites • Basic HTML >> HTML5 HTML5 WEB • SPA • Wrapper, Hybrid SMS / MMS SERVICES TABLETS KIOSK SOCIAL MEDIACopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 23 23
    24. 24. Paths to Success Custom B2C, B2E App Configurable pre-built apps Multi-Channel Enterprise Application Platform (MEAP)Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 24 24
    25. 25. Kony Healthcare SolutionsCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 25 25
    26. 26. Poll 4 What is the stage of your mobile application development? A) Non-Existent B) Early Stage Development C) Currently Developing D) Deployed and LiveCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 26 26
    27. 27. Engaging Consumers Everywhere New Revenue Health and wellness Research and shop Research medications for plans and prices Save search Appointment Reminders results Treatment cost estimato Request and get an instant quote Adherance Enrollment Provider Plan Info & HIT View benefitsinformation by member Find providers (geo- based locator) View/track all claims by plan member Find facilities (urgent care, pharmacy) Graphical 3D ID Cards Continuity of Care (view, e-mail or print) Plan expense summary EMR Account balance details Backend integration with legacy systms Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 27 27
    28. 28. Payer Use Cases for Multi-Channel  Member Facing Apps  Employee Facing Apps  Member Cards  HR Management  Rx Management  Corporate Intranet  Claims Management  Closed Loop Feedback  Wellness / Adherence  SFA / CRM  Plan Compare / Shop  Broker / Enrollment  Cost Estimation  Provider Facing Apps  Formulary Management  Claims Status  Cost Estimation  Pay for PerformanceCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 28 28
    29. 29. Poll 5 What are your top priority multi-channel deployments? (multiple answers allowed) A) Member facing application, mobilize member portal B) Provider applications C) Agent, Broker, Sales force enablement D) Cost estimator and benefit tools E) Payment solutionsCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 29 29
    30. 30. Patient/Member Multi-Channel: Same App, Any Device A day-in-the-life of a member or patient in a multi-channel world Member app 7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM Member Driving to While in clinic From work Checks in at receives work, vitals waiting room, member the pharmacy Verifies drug appointment pushed to inputs new completes using interactions notification PHR via data on iPad visit survey in Windows- using Android on Android Microsoft regarding 32-bit based kiosk Phone phone Sync App treatment desktop app regimenCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 30 30
    31. 31. Health Plan Member Applications Time-to-Market is important Kony: 8-12 weeks - New Requirements from the Employers implementation - Healthcare reform just around the corner - RFP Responses! Specific to native mobile Kony: WORE+ pre-built plug-n-go app Complexity of Mobile Deployments - Internal Resource Constraints Kony: secure - Security Compliance Issues server+ HIPAA compliance Consumer Engagement and Adoption Kony: Features/flows - The right set of features and flows based on leading Health Plan practices - Driving member adoption - Call center offset, ID Card, etc Kony: Stunning UI+ data integration capabilitiesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 31 31
    32. 32. Agent/Broker Multi-Channel: Same App, Any Device A day-in-the-life of an Agent/Broker in a multi-channel world Agent app 7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM Agent At While From office, Member Agent reviews receives home, quickly onsite, levera Agent accesses status notification accesses app ges data on completes “welcome” updates on on iPhone of via Desktop iPad to enrollment packet on Android todays sales Web to discuss Plan details in 32- Windows- phone calls review client Options, Bene bit desktop Surface details fits, Enrollme ntCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 32 32
    33. 33. Agent and Broker Applications Location Services for Agents Kony: 8-12 weeks - Agent access increases usability implementation - Initial wave of consumers entering market - Productivity, leads, reporting Kony: WORE+ pre-built plug-n-go app Complexity of Mobile Deployments - Multiple Producer Channels Kony: secure - Security Compliance Issues server+ HIPAA compliance Agent Engagement and Adoption Kony: Features/flows - The right set of features and flows based on leading Health Plan practices - Driving higher enrollment - Improve relations Kony: Stunning UI+ data integration capabilitiesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 33 33
    34. 34. ACO/Provider Multi-Channel: Same App, Any Device A day-in-the-life of a Provider in a multi-channel world Provider app 7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM Provider At home, While in From clinic, Directs Reviews receives quickly clinic, leverag provider patients to radiology notification accesses app es data on completes hospital images, EMR on Hospital via Desktop iPad to visit details in pharmacy and triage on Blackberry of Web to discuss 32-bit using Android todays rounds review lab treatment desktop app Windows- phone results options based kioskCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 34 34
    35. 35. ACO/Provider Applications Location Services for Provider Kony: 8-12 weeks - Location access increases usability implementation - 92% of providers desire mEMR - Productivity, vitals, reporting Kony: WORE+ pre-built plug-n-go app Complexity of Mobile Deployments - HIT partners and legacy systems Kony: secure - Security Compliance Issues server+ HIPAA compliance Provider Engagement and Adoption Kony: Features/flows - The right set of features and flows based on leading Health Plan practices - Driving higher utilization - Improve relations Kony: Stunning UI+ data integration capabilitiesCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 35 35
    36. 36. Multi-Channel Product Solutions Business to Business to Business to Business to Consumer Consumer Enterprise Partners Mobile Member Social Health Provider Support Tools Agent/Broker Networks Enablement Plan Compare Spend Clinical Data and Member Tracker/Treatment Research Outreach/Engagement Cost Estimate Health Monitoring Enrollment Ancillary Services Nurse – mobile PHR Device Integration – Customer Service/Call Call Center Customer Clinical Treatment (Glucometer, etc..) Center Support Support Options HSA/Flex Spending Proper Care Post - Op PBM Post-Operation Care Tele-Medicine Claim Submission RFP Response Remote Patient Monitoring Health Risk Goals and Small/Large Employer Employer Facing Tools – Assessment Survey Gamification Presentations Explanation of Benefits, HR mgmtCopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 36 36
    37. 37. Q&ACopyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 37 37

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