Introduction Organizations receive several benefits for using a customer relationship management (CRM) system: the ability to document customer interactions, view historical communications with customers, and communicate with the other departments by routing work assignments. The purpose of this introduction is to discuss how the five phases of the systems development life cycle (SDLC) can be used for Ambetter Health Insurance Company’s customer relationship management (CRM) system, explore the possibility of changing the CRM system to an internal developed system, determine ways to improve the web applications of the organization, and decide if implementing other systems may help with increasing the success of the CRM system.
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Although another system, Softheon, within the organization does show that the organization has received the new file from the Department of Human Services (DHS) proving that the insured does have Ambetter insurance, the CRM system does not reflect that. The insureds are faced with the possibility of rescheduling their appointments with an in-network provider because of this issue. Another issue with the CRM system is that when a doctor’s office calls the Call Center to check on the status of a claim, the representative is unsuccessful in finding the claim in the CRM system. However, the representative is successful by checking and finding the claim in another system, Amysis. The representative should not have to look elsewhere to find the claim. The physicians want their payments for their services and the CRM system should reflect the status of each claim that they …show more content…
A histogram is a vertical bar chart that displays the results of the questionnaire. The computer software that will be used to create the histogram will be Microsoft Excel. Another primary applied research method that will be used is the directed research method. The reason this research method is chosen is because of the issues with the CRM system has been identified and a premise has been developed. Directive research involves proving or disproving the premise, and the plan is for the research to either assist in proving the premise or assist in modifying the
Keywords: …show more content…
Although another system, Softheon, within the organization does show that the organization has received the new file from the Department of Human Services (DHS) proving that the insured does have Ambetter insurance, the CRM system does not reflect that. The insureds are faced with the possibility of rescheduling their appointments with an in-network provider because of this issue. Another issue with the CRM system is that when a doctor’s office calls the Call Center to check on the status of a claim, the representative is unsuccessful in finding the claim in the CRM system. However, the representative is successful by checking and finding the claim in another system, Amysis. The representative should not have to look elsewhere to find the claim. The physicians want their payments for their services and the CRM system should reflect the status of each claim that they …show more content…
A histogram is a vertical bar chart that displays the results of the questionnaire. The computer software that will be used to create the histogram will be Microsoft Excel. Another primary applied research method that will be used is the directed research method. The reason this research method is chosen is because of the issues with the CRM system has been identified and a premise has been developed. Directive research involves proving or disproving the premise, and the plan is for the research to either assist in proving the premise or assist in modifying the