The Challenge
During open enrollment, a regional health insurer’s representatives field a flood of questions from members deciding whether to keep their plan, switch, or accept a recommended renewal. Those reps work across telesales, retail locations, and member services, and they need the same accurate answer no matter which channel a member uses.
Comparing plans meant pulling information from several sources while a member waited on the line. The insurer, through its marketing agency, needed a single tool that showed each member’s current plan next to the coming year’s options, and it had to be secure, auditable, and ready on the first day of enrollment every year.
The tool needed to:
- Show a member’s current plan alongside next year’s plan and featured alternatives.
- Give every rep channel the same view, with access matched to each role.
- Support prospects as well as existing members.
- Provide audit reporting on who accessed what, and when.
The Approach
BRIO designed the tool with the agency and the insurer’s teams ahead of the first enrollment season, then built and launched it on a fixed timeline in time for the new plan year. Because plans, rates, and regions change every year, the team treated the tool as a product with an annual release cycle rather than a one-time build, refreshing plan data, design, and features ahead of each enrollment period.
The Solution
Side-by-Side Plan Comparison: Reps look up a member and see their current plan, the recommended plan for the coming year, and featured alternatives in one view, making the conversation about the member rather than the lookup.
Single Sign-On and Role-Based Access: Reps sign in through the insurer’s Salesforce environment, and role-based security controls what each rep and channel can see.
Prospect Mode: For people who are not yet members, reps can look up plan options by county and walk prospects through the same comparison.
Audit and Activity Reporting: Access and login audit reports, plus reporting on personalized renewal links, give the insurer visibility into how the tool is used and who used it.
A Companion Self-Service Path: A personalized renewal site lets members confirm their recommended plan on their own, so reps can focus on the members who need a conversation.
An Annual Refresh: Each season brings updated plan data and improvements, most recently a redesign, a progress indicator for members, contact number collection, and support for campaign start dates that differ by region.
Technical foundation
- .NET web application on Azure
- Salesforce single sign-on with role-based security
- Scripted member and plan data imports with staged review
- Access, login, and activity audit reporting
The Impact
The tool has become part of how the insurer runs open enrollment:
- Re-released for roughly a decade of enrollment seasons.
- One consistent view of plan options across telesales, retail, and member services.
- Secure, auditable access tied to the insurer’s existing sign-on.
- Delivered against a fixed go-live date every year.
The best measure of a seasonal tool is whether it is ready when the season starts. Year after year, this one has been.
