Presentation from the Medicaid Enterprise Systems Conference (MESC) in August 2016 in St Louis, Missouri

1. Putting Medicaid Enrollment Contact Center
on the FAST TRACK
Laurence Leong
Sr Director, Strategic Alliances
SugarCRM
lleong@sugarcrm.com
(415) 613-7986
@laurenceleong
Ashish Kumar
GM, Health & Human Services
Wipro
ashish.kumar52@wipro.com
(573) 821-3262

2. • Dramatic growth in Medicaid enrollment
• Complex process, Legacy enrollment systems
• Cost pressures as contact centers staff or overstaff
• Challenges in hiring, training and retaining staff
• Customer experience challenges: citizens frustrated with lack of
agent knowledge
• Need for agility and flexibility as policies or other conditions
change
• Need to support other channels besides just voice
• Expanding from reactive case handling to proactive ongoing
wellness or education
Challenges for Medicaid Contact Centers today

3. As a result, Medicaid Contact Center Solutions need to be…
• Quick to deploy
• Scale up or down
• Easily configurable to
respond to changes
• Flexible to complement
limitations of legacy
systems
• All relevant information
for agents
• Pre-populate most
information for agents
• Provide guidance and
expertise to, and
through, agents
• New channels (eg
social media)
• Consumerization
experience
• Reduce cost through
innovation
INNOVATIVEADAPTABLE EMPOWERING

4. Case in point: Medicaid Enterprise Contact Center
Eligibility
Enrollment
Participants
Third Party Liability
Technical
Help Desk
Resolutions
Document Control
Provider
Medical
Behavioral Health
Pharmacy
Unified
Contact
Center
260,400
Over 2,500,000 Contacts (phone, fax, mail, emails) processed every year

5. Sugar CRM OAISYS JACADA Assure Sign
Multimedia Contact Center Solution
IVR Email Fax
Hardware
Rack-Based Server(s) with Vmware
Production- Phone Systems (PBX)
Infrastructure
Components SMTP Services File Servers Print Servers
Productivity & User
Security
AD/Exchange Server & DB
Antivirus, Web filters
Agent Workstations
Solution Architecture: Contact Center in-a-Box

6. Why Sugar is the Right CRM?
• Consistent interface across all devices
• Consumer-grade user experience, enterprise-grade functionality
• Advanced workflow and collaboration tools orchestrate complex
interactions
• Contextual intelligence from internal and external data sources
within a single dashboard
Empowers Individuals
• On-premise, private cloud, public cloud deployment
• Easily integrates with global enterprise applications and data
sources
• Most highly customizable platform based on open technologies
• Proven integrations with Mitel, Jacada, and Assure Sign
Most Adaptable CRM Platform
State-of-the-art CRM. Easy to use, customize and deploy

7. SugarCRM Highlights
Only company solely focused on making every
customer relationship extraordinary.
23
Quarters of
consecutiv
e Growth
1.5M+
Users
120+
Countries
40%+
CAGR last
3 years
500+
Employees,
strong
global
presence
200+
Deployment
Partners
Worldwide

8. Demonstration
Laurence
Leong:
Citizen
Regina Lazlow:
Medicaid
Enrollment
contact center
agent
• Laurence places a call
• Regina empowered to handle the case
• What if Laurence tweets instead of calls?
• Reporting
• Workflow

9. Demonstration
Laurence
Leong:
Citizen
Regina Lazlow:
Medicaid
Enrollment
contact center
agent
 Laurence places a call
 Regina empowered to handle the case
 What if Laurence tweets instead of calls?
 Reporting
 Workflow

10. 10
Automating Enrollment Broker Mail Processing
Innovation in Action…
Problem Statement
 Contact Center regularly experiences high volume of
EB applications and returned mails during AOE period
 Significant portion of the Enrollment applications come
in via Mail
 Returned mail due to wrong addresses is also a
common challenge

11. 11
Innovation in Action…
• Print QR-Code on EB outbound
interactions to be utilized during inbound
mail processing
• Upload the information on the EB letters
into Sugar CRM before mailing
• QR-Code Scanner reads the QR-Code
to input Sugar CRM.
• Sugar CRM retrieves the necessary
information to create the Interaction and
action log.
• QR-Code information is fully protected
and will be available on source
document.
Automating Enrollment Broker Mail Processing
 70% reduction in manual effort
 Improved processing time
 Reducing opportunities for
‘human error’, viz. typos and
duplicates
 Only 3 month implementation

12. 12
Summary: Why Wipro & SugarCRM for Medicaid Contact Centers?
• Quick to deploy
• Scale up or down
• Easily configurable to
respond to changes
• Flexible to
complement
limitations of legacy
systems
• All relevant
information for agents
• Pre-populate most
information for agents
• Provide guidance and
expertise to, and
through, agents
• New channels (eg
social media)
• Consumerization
experience
• Reduce cost through
innovation
EMPOWERINGADAPTABLE INNOVATIVE

13. 13
Wipro Today…
$7.7Bn 1223* 100+172,912*
Attracts the
Best Talent
Sustained
Growth
Partner to
Industry Leaders
Global
Presence
Revenue
in FY 2015-16
(IT Services – $ 7.35 Bn,
IT Products – 0.45Bn)
Active Global Clients Workforce
Serving clients in
100+ countries
*Figures based on Q4 results 2015–16 for Global IT Services business
Named a 2015 Best Outsourcing Thought Leadership Awards (BOTL) winner by The Outsourcing Institute
Wipro named as a 2016 World’s Most Ethical Companies by the Ethisphere Institute for the 5th successive year

14. 14
Thank you
For more information
• Booth # 30 – 33
• Wipro.com
• SugarCRM.com