More Related Content Similar to Maximize Enrollment, Engagement with a Multichannel Mobile Strategy Similar to Maximize Enrollment, Engagement with a Multichannel Mobile Strategy (20) More from Kony, Inc. (16) Maximize Enrollment, Engagement with a Multichannel Mobile Strategy2. Kony Blue Chip Customers
AUTOMOTIVE/ENERGY FINANCIAL SERVICES INSURANCE HEALTHCARE/PHARM TRAVEL/HOSPITALITY
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 2 2
3. Agenda
Reform and the Consumerization of Healthcare
The Multi-Channel Challenge
Strategies for acquisition, retention and health
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 3 3 3
4. Reform is Driving a Multi-Channel Strategy
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 4 4
5. Poll 1
What in your opinion will be the leading outcome of
Reform and the “Consumerization of Healthcare”?
Answers:
A) Consumers will choose their own health plans
B) Consumers will spend more time researching health
plans
C) Consumers will seek out tools that allow them to
identify their preferences by location and other
criteria
D) Members will be more engaged with their providers
and treatments
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 5 5
6. Reform and Market Changes
Reform and the ACA is driving MAJOR change
The old way of communication is DYING
Growth is a key objective
Informed consumers, agent/broker engagement
Member Retention is a key objective
Improved member experience, share lower cost options
Member/Patient Communication is a key objective
Multi-channel approach, unified branding and experience
Member/Patient Self Service is a key objective
Call center offset, e-claims, e-ID card, highest quality
experience
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 6 6
7. Reach the Uninsured
How are you leveraging mobile to help you acquire a
greater share of 49.1 million uninsured?
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 7 7
8. Wait – there is more
Nearly one in 10 employers to drop health coverage
About one in 10 employers plan to drop
health coverage when key provisions of the
new health care law kick in, according to a
survey by Deloitte.
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 8 8
9. Poll 2
Do you currently have a plan to reach the uninsured?
Answers:
A) Yes
B) No
Question 2a: What will be your primary way to reach
them?
A) Television or print ads
B) Agents/Brokers
C) SEO/Web
D) Mobile Applications
E) Social Media
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 9 9
10. Demographics of Mobile in US:
Minorities Lead the Way
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 10 10
11. The Demographics of Mobile in US:
Seniors are Fastest Growing
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 11 11
12. Why Mobile - NOW
Assumption Reality
Seniors do not use 38% of seniors have
smartphones for health smartphone – 76% use it for
Lower income individuals health
can’t afford smartphones Lower income individuals
Ethnic minorities are slower rely on Smartphone as
adopters of technology personal computer
Limited use cases for 45% ethnic minorities own
mobile/multichannel in vs. 31% Caucasian
Medicare/Medicaid 61% have downloaded
mobile health apps
* Nielsen Research and Manhattan Research
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 12 12
14. Poll 3
What does the term “Multi-channel” mean to you?
Answers:
A) Smartphones (iOS, Android, mobile web, MSFT, etc)
B) Smartphones, tablets, mobile web
C) Smartphones, tablets, mobile
web, desktop, devices, kiosks
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15. Consumer Preference
How do customers choose to
interact?
Informed and
Digitally
Uncommitted
Empowered
Desktop/Laptop
Self Service/Kiosk Phone/Tablet
Time Aware Socially Conscious
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16. Location and Presence
Where can I access information?
Transport
Mobile
Clinic or Pharmacy
Home
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 16 16
17. Fundamental Shift toward Consumer
Consumer adoption is forcing a better UI/UX
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18. Each wave of computing has had a driving
force behind it
CLIENT WEB MOBILE
The past Today
Technology Content Experience
Customers and employees are
demanding fast access, ease of
use, and modern UIs of mobile
apps.
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 18 18
19. The Path to Multi-Channel
CLIENT WEB MOBILE MULTI-CHANNEL
Today
The past Today Tomorrow
Technology Content Experience Productivity
Customers and employees demand
those same attributes on any
device, anywhere, at any time.
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20. Fragmentation and Chaos
Is the New Normal
Percent of smartphones (U.S.) grows from 43% to >80%
by 2015
More than 200 new tablets and more than 250 new
smartphones will be announced globally in 2012
New devices and form factors will emerge through 2015
Mobile AD meets mainstream and Web AD
The focus will turn to multichannel, not
just mobile
Consumers will continue to own several cross platform
devices
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 20 20
21. Different Devices / Different Experiences
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 21 21
22. The Multi-Channel Challenge
Secure brand adherence / loyalty?
Deliver customer convenience?
Reduce customer support costs?
Get to market fast?
BUSINESS Attain operational effectiveness?
How do I… Drive employee productivity?
Increase profitability?
Lower risks?
Plethora of device options, modes, delivery mechanisms?
HTML5 iOS phone & tablet /
HTML4 Android phone & tablet /
Native Windows phone, desktop & kiosk /
Hybrid RIM / Symbian /
TECHNOLOGY Mixed-Mode Desktop Web
How do I cope with… Consumer demand for on-device functionality (GPS,
payments, etc)?
Employee demands for BYOD?
Deliver great UI/UX experience?
Security and data integrity challenges?
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 22 22
23. The KonyOne Platform
Write Once Run Everywhere Any Device
A single code base Every user
NATIVE SUPPORT FOR 7 OSs
MOBILE WEB
• Individual, device optimized sites
• Basic HTML >> HTML5
HTML5 WEB
• SPA
• Wrapper, Hybrid
SMS / MMS SERVICES
TABLETS
KIOSK
SOCIAL MEDIA
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 23 23
24. Paths to Success
Custom B2C, B2E App
Configurable pre-built apps
Multi-Channel Enterprise
Application Platform (MEAP)
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 24 24
26. Poll 4
What is the stage of your mobile application
development?
A) Non-Existent
B) Early Stage Development
C) Currently Developing
D) Deployed and Live
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27. Engaging Consumers Everywhere
New Revenue Health and wellness
Research and shop Research medications
for plans and prices
Save search Appointment Reminders
results
Treatment cost estimato
Request and get an
instant quote
Adherance
Enrollment
Provider
Plan Info & HIT
View benefits
information by member Find providers (geo-
based locator)
View/track all claims
by plan member Find facilities (urgent
care, pharmacy)
Graphical 3D ID Cards Continuity of Care
(view, e-mail or print)
Plan expense
summary EMR
Account balance
details Backend integration
with legacy systms
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28. Payer Use Cases for Multi-Channel
Member Facing Apps Employee Facing Apps
Member Cards HR Management
Rx Management Corporate Intranet
Claims Management Closed Loop Feedback
Wellness / Adherence SFA / CRM
Plan Compare / Shop Broker / Enrollment
Cost Estimation
Provider Facing Apps
Formulary Management
Claims Status
Cost Estimation
Pay for Performance
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 28 28
29. Poll 5
What are your top priority multi-channel deployments?
(multiple answers allowed)
A) Member facing application, mobilize member portal
B) Provider applications
C) Agent, Broker, Sales force enablement
D) Cost estimator and benefit tools
E) Payment solutions
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 29 29
30. Patient/Member Multi-Channel:
Same App, Any Device
A day-in-the-life of a member or patient in a multi-channel world
Member
app
7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM
Member Driving to While in clinic From work Checks in at
receives work, vitals waiting room, member the pharmacy Verifies drug
appointment pushed to inputs new completes using interactions
notification PHR via data on iPad visit survey in Windows- using Android
on Android Microsoft regarding 32-bit based kiosk Phone
phone Sync App treatment desktop app
regimen
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 30 30
31. Health Plan Member Applications
Time-to-Market is important
Kony: 8-12 weeks
- New Requirements from the Employers implementation
- Healthcare reform just around the corner
- RFP Responses! Specific to native mobile Kony: WORE+
pre-built plug-n-go
app
Complexity of Mobile Deployments
- Internal Resource Constraints
Kony: secure
- Security Compliance Issues server+ HIPAA
compliance
Consumer Engagement and Adoption Kony: Features/flows
- The right set of features and flows based on leading
Health Plan practices
- Driving member adoption
- Call center offset, ID Card, etc Kony: Stunning UI+
data integration
capabilities
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 31 31
32. Agent/Broker Multi-Channel:
Same App, Any Device
A day-in-the-life of an Agent/Broker in a multi-channel world
Agent
app
7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM
Agent At While From office, Member Agent reviews
receives home, quickly onsite, levera Agent accesses status
notification accesses app ges data on completes “welcome” updates on
on iPhone of via Desktop iPad to enrollment packet on Android
todays sales Web to discuss Plan details in 32- Windows- phone
calls review client Options, Bene bit desktop Surface
details fits, Enrollme
nt
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 32 32
33. Agent and Broker Applications
Location Services for Agents
Kony: 8-12 weeks
- Agent access increases usability implementation
- Initial wave of consumers entering market
- Productivity, leads, reporting Kony: WORE+
pre-built plug-n-go
app
Complexity of Mobile Deployments
- Multiple Producer Channels
Kony: secure
- Security Compliance Issues server+ HIPAA
compliance
Agent Engagement and Adoption Kony: Features/flows
- The right set of features and flows based on leading
Health Plan practices
- Driving higher enrollment
- Improve relations Kony: Stunning UI+
data integration
capabilities
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 33 33
34. ACO/Provider Multi-Channel:
Same App, Any Device
A day-in-the-life of a Provider in a multi-channel world
Provider
app
7:00AM 9:00AM 10:00AM 1:00PM 4:00PM 8:00PM
Provider At home, While in From clinic, Directs Reviews
receives quickly clinic, leverag provider patients to radiology
notification accesses app es data on completes hospital images, EMR
on Hospital via Desktop iPad to visit details in pharmacy and triage on
Blackberry of Web to discuss 32-bit using Android
todays rounds review lab treatment desktop app Windows- phone
results options based kiosk
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 34 34
35. ACO/Provider Applications
Location Services for Provider
Kony: 8-12 weeks
- Location access increases usability implementation
- 92% of providers desire mEMR
- Productivity, vitals, reporting Kony: WORE+
pre-built plug-n-go
app
Complexity of Mobile Deployments
- HIT partners and legacy systems
Kony: secure
- Security Compliance Issues server+ HIPAA
compliance
Provider Engagement and Adoption Kony: Features/flows
- The right set of features and flows based on leading
Health Plan practices
- Driving higher utilization
- Improve relations Kony: Stunning UI+
data integration
capabilities
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 35 35
36. Multi-Channel Product Solutions
Business to Business to Business to Business to
Consumer Consumer Enterprise Partners
Mobile Member Social Health Provider Support Tools Agent/Broker
Networks Enablement
Plan Compare Spend Clinical Data and Member
Tracker/Treatment Research Outreach/Engagement
Cost Estimate
Health Monitoring Enrollment Ancillary Services Nurse – mobile PHR
Device Integration – Customer Service/Call Call Center Customer Clinical Treatment
(Glucometer, etc..) Center Support Support Options
HSA/Flex Spending Proper Care Post - Op PBM Post-Operation Care
Tele-Medicine Claim Submission RFP Response Remote Patient
Monitoring
Health Risk Goals and Small/Large Employer Employer Facing Tools –
Assessment Survey Gamification Presentations Explanation of Benefits,
HR mgmt
Copyright © 2012 Kony Solutions, Inc. CONFIDENTIAL 36 36
Editor's Notes - Agenda talk through Consumer and enterprise mobility are becoming more complex. On the enterprise front, employees are behaving more like consumers, and CIOs must accommodate demands for a greater choice of devices and applications. Consumerization drives the demand for new types of devices, and employees won't be satisfied by traditional "enterprise" products that they see as unexciting. Most CIOs expect to support more than three mobile platforms in the future, some expect to support five or more.The consumer mobile domain is evolving at warp speed, with several hundred new models of tablets and smartphones being introduced annually running more than 10 different mobile platforms. This evolution won't slow down for several years. Consumer app stores are setting expectations of application style and behavior; and the consumer space will also set expectations for new types of user experiences, especially in the areas of multichannel and ensemble interactions.CIOs must not only be able to support a wide range of platforms and devices, but must also create an environment where innovation can occur and new requirements can be satisfied rapidly.Enterprise investment in content and applications will increase significantly during 2012 to 2015, at the same time fragmentation and the emergence of ecosystems will present challenges in addressing the opportunities easily. CIOs need to understand where to place strategic bets on technologies and vendors in mobile/multichannel development. As you think about the ways you can enable consumers and employees with multi-channel technologies, you’ll come across a set of challenges that we’ve seen consistently across our customer base. Business managers wonder how they can leverage multi-channel to drive customer loyalty and reduce customer support costs, for example, while technology managers have to think about the wide array of devices and form factors in the market. [Break for a moment to ask the prospect if some of these challenges resonate for them and which if any are of particular concern to them.] When you look at mobile and multi-channel capabilities, there’s really a massive range of use cases, or ways you can enable functionality to your end users. These examples are really just a small sample of the types of actions you can get into your customers’ hands through either their mobile device, desktop web, kiosk, tablet, etc.