The Silverline Blog
Industry insights, Salesforce news, and more
Payer
3 Ways Contact Center Operations Impact Member Satisfaction
Reading time: 4 minutes
Members expect their service provider’s contact center to assist them with anytime, anywhere access to their personalized health information and to provide proactive support to answer their questions and address their concerns. But many payers are unable to deliver this high level of quality service because their member services agents lack the unified view of...
Payer
Consumerism in Healthcare: Adding Value with Salesforce Health Cloud
Reading time: 4 minutes
Expectations, we all have them. Maybe for you, it’s the expectation that the barista will make your coffee at just the right temperature. Or that you’ll get a text from that special someone on your birthday. Perhaps you even have certain expectations about what you’re about to read in this blog post (we promise it...
Financial Services
The Ultimate Guide to Salesforce MDM
Reading time: 3 minutes
One of the most common questions that we get asked is what is MDM, and how does it fit in the Salesforce world? MDM stands for Master Data Management. To put it simply, it means creating a single source of truth, or one master “golden record” for all versions of a record across all systems....
Financial Services
Uncovering the Future of Salesforce DevOps Technology
Reading time: 4 minutes
If you think DevOps is only a concern for developers, you’re not seeing the full picture. Yes, DevOps tools and practices do help improve code quality and eliminate production bugs for developers, but they also help managers make more regular, reliable releases and give admins the ability to quickly compare Salesforce orgs and make changes....
Payer
Jason Gelsomino Joins Silverline as Senior Director, Healthcare Payer Go-To-Market Lead
Reading time: < 1 minute
We’re thrilled to announce that Jason Gelsomino has joined our Healthcare practice as Senior Director, Payer Go-To-Market Lead. In this new role, Jason will partner with health insurance companies to help them identify new ways to leverage technology solutions that drive transformation, growth, and measurable ROI. Silverline has always believed in the importance of investing...
Payer
How UI/UX Design Enhances Member Services Interactions
Reading time: 4 minutes
Click! Change of address completed. Click! New insurance card issued. Click! Member claim processed. Every second, multiple clicks are being made at member services centers as agents jump from screen to screen to quickly access and process member inquiries. Each one of those clicks may take a second to perform, yet each is backed by...
Payer
How Salesforce Improves 4 Key Member Services Interactions
Reading time: 4 minutes
Calling a health insurance company’s member services number can often get a bad rap. Push 1 for a new card. Push 2 for an explanation of benefits. Push 3 to speak with a representative. Push 4 if you want to lose your sanity. In an instant access world, people have become used to having anything...
Payer
Why Member Services is the Key to Your Payer Strategy
Reading time: 4 minutes
On an episode of Curb Your Enthusiasm, the self-deprecating Larry David said, “You’re nothing without your health. Some people are nothing even with their health. I fall in that category, sometimes.” For many of your members, health may not be a top-of-mind concern, but without it, they have, well … nothing. People have a lot...
Payer
3 Health Insurance Technology Trends for 2022 and Beyond
Reading time: 3 minutes
Your members expect more of you than ever. They’re looking for a streamlined shopping experience, guidance when it comes to enrolling into the right plan, and that you’ll meet them where they are — not the other way around. But if you’re like most payers, you might be struggling with the operational realities to make...
Financial Services
Product Owner vs. Project Manager: What’s the Difference?
Reading time: 4 minutes
At Silverline, we’re passionate about how technology can help solve business problems. But we’ll let you in on a little secret: technology is only as good as the team implementing it. We’ve done countless projects with hundreds of clients in financial services, healthcare, and media and entertainment, and the most successful implementations years later are...