Case study: Healthcare and life sciences
People-driven technology change management for cloud adoption
Table of contents
A health insurer was replacing a 20-year-old claims system with a cloud-based claims adjudication and processing platform. This major shift would impact more than 350 employees, 50 internal functional teams, key external partners, and 200 large-group customers and their members. A smooth go-live was critical—any adoption issues posed serious business risks.
To support a successful migration, the insurer selected Eagle Hill to assess how the change would impact different stakeholder groups and to develop a comprehensive technology change management plan. This plan was part of a structured management process that supported successful cloud adoption and aligned with project goals. Our assessment helped the insurer maximize limited resources, better understand and plan for the unique needs of stakeholders, and effectively address the business, technical, and employee experience dimensions of change.
Goal
Optimize stakeholder adoption, strengthen stakeholder engagement, and minimize business disruptions by developing a comprehensive approach to managing technology change for a cloud-based claims system migration.
The challenge: Managing cascading impacts and overwhelming complexity with limited resources
This was a large system migration with no room for error. Adding to the difficulty was the number and diversity of stakeholders, including internal groups, external partners, and subgroups within each—all experiencing varying degrees of impact. For some, the change was significant; for others, minor. But every impact triggered a cascade of related shifts. Navigating this web of impacts with limited resources posed a major challenge. Just one internal program lead was responsible for overseeing and executing the change management program. The program manager also had to consider the role of key stakeholders whose significant influence shaped adoption success.
The roadmap to success: Supporting cloud adoption through tailored stakeholder change management
Our team of technology enablement experts cut through the complexity to develop a sustainable change management plan that the insurer’s program lead could continue to execute independently after our engagement ended. Drawing on our experience in data-driven, human-centered change management, we focused on several key activities:
Analyzing stakeholder impact
We conducted a comprehensive change impact analysis, including an in-depth assessment of stakeholder groups. Our team interviewed individuals across more than 50 functional areas to understand how the migration would affect their day-to-day responsibilities. We used these insights to tailor support plans, targeting interventions based on readiness, role criticality, and level of disruption.
Prioritizing customer outreach
To help the insurer maximize limited resources and customize outreach for different customers, we analyzed hundreds of accounts in a book of business review. Based on our analysis, we recommended a tiered change management approach. Our recommendation enabled the insurer to focus their greatest efforts on the most impacted customers.
Engaging stakeholders with tailored support
Our team developed and executed a communications and engagement plan to build commitment and buy-in. We stood up a communications center in an intranet hub, where stakeholders could easily access key updates, timelines, and FAQs, and the program lead could update the hub easily. We also hosted town halls and developed branded collateral to reinforce key messages. Our engagement with stakeholders helped build confidence in the technology and cloud adoption journey.
Supporting business readiness
We ensured functional teams had the tools, context, and the assurance they needed to successfully adopt the new platform and equipped leaders and frontline managers to own and deliver key messages. In partnership with the program lead, we held cross-functional team meetings, tracked perceptions, and addressed gaps through targeted training and scenario planning ahead of go-live. This hands-on approach accelerated technology adoption and reinforced effective technology change management.
Driving continuous improvement
To measure effectiveness and drive continuous improvement, we defined and tracked key performance indicators (KPI) for all outreach activities. If KPIs didn’t hit targets, we refined the plan.
The path forward: Driving the business through technology change management and adoption
Grounded in proven technology change management approach, we helped the insurer strike the critical balance of working efficiently while tailoring stakeholder outreach. With the claims system migration in full swing, the program lead has the tools to continue guiding stakeholders through the transition. This foundation of change not only maximizes the insurer’s ROI from the system, it also further safeguards the business by optimizing how technology adoption and stakeholder change management are approached.
