Harvard Pilgrim Health Care Integrates Customer Information to Improve Service and Sales Initiatives

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Executive Summary

Harvard Pilgrim Health Care, Inc. wanted to integrate sales and service systems to improve internal and external customer service and identify key healthcare insurance accounts for up-selling. The challenge was to implement a Customer Relationship Management (CRM) system that would integrate with the existing enterprise resource planning system and streamline vendor management. Harvard Pilgrim Health Care, Inc. implemented Oracle E-Business Suite applications for CRM to replace home-grown, disparate applications, and provide a complete, integrated view of the customer and provided sales, service, and accounting with a consistent and accurate view of customers, driving more informed and integrated support and sales initiatives.

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