Health Insurance CRM, Part 2: The BPO Catalyst
CRM has lagged in the health insurance industry, but a major transformation is imminent. “There’s been a reluctance to make comprehensive investments in technology compared with other sectors,” said Gartner analyst Joanne Galimi. “Generally, the firms in the sector have been very tactical, only investing in specific areas — basically reacting to pain points. Some of the resistance stems from the complexity of installing lots of modules and because it’s very costly.” Mergers within the industry, beneficial in gaining market share, have added to the problem.
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Health Insurance CRM, Part 2: The BPO Catalyst
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