Customer Transformation

Health Plans

The changing health care market will challenge health plans to fundamentally shift the way they address functions such as customer segmentation, marketing, distribution, customer service, and analytics among others. Health plans have an opportunity to leapfrog the competition by adapting innovations from traditional retail segments. By combining experience in both health care and the retail world, Deloitte is able to deliver innovative solutions coupled with health insurance industry depth.

Can you provide your individual customers with a rewarding consumer experience?

With the increase in consumer cost sharing through increased prevalence of high-deductible plans and high levels of coinsurance, consumers are becoming far less insulated from the true cost of care. As they increasingly pay for care with their own money, they will likely demand new transparency, tools, and levels of service that could result in a transition of the industry towards a more retail-based purchasing model.

Health plans will likely find that they should redefine their value propositions to help steer members to high-value, cost efficient care outlets with new products, networks, and plan designs. These aren’t merely changes in perspective. They represent quantifiable risks to existing business models, but also present the opportunity to define a more long-lasting value proposition to emerging customer segments who demand personalized solutions to their health care needs. Those organizations who employ first-mover advantages to adopt durable strategies to capture the massive potential of these shifting, retail oriented changes will likely enjoy profitable growth. Those who do not may struggle to survive.

Our approach

Deloitte’s customer transformation specialists offer a range of services that can help you target new markets and improve the customer experience.

Consumer strategy and innovation

Deloitte helps corporate leaders create executable strategies to initiate, grow, and sustain profitable relationships with consumer and business customers. We are recognized by leading industry analysts for providing our clients with actionable, results—driven strategic thinking. Plus, as the world’s largest professional services firm, we have the global resources and experience to follow through when execution support is needed. Our strategic services help clients achieve profitable growth in these areas: Customer insights and analytics, customer experience, brand positioning and marketing, sales strategy, contact center, and multi-channel integration.

Learn more about Customer Strategy & Innovation.

Chief Marketing Officer (CMO) Services

Today, it’s possible to build a marketing organization based on a coordinated platform that integrates people, processes, and technology. It helps to have a partner that not only understands your business, but has the resources at hand to address each of these areas and more. That’s where Deloitte excels. Our solutions can be applied across the full range of marketing capabilities, prioritized, and sequenced as needed.

Learn more about CMO Services.

Customer relationship management (CRM)

CRM Transformation—

There are many providers that can help organizations make the transition to from a technical point of view. However, this isn’t a technology issue as much as it is a business issue and that’s where Deloitte excels. We make sure that your transition strategy accounts for all of the surrounding business issues that will determine whether the implementation succeeds or fails in the long term, helping your organization squeeze every bit of value out of your investment. Just as importantly, we know our way around the intricate details that make up the technical side of the implementation, from the application itself to the legacy systems that it typically replaces.

Learn more about CRM Transformation—

CRM Transformation—SAP

At Deloitte, we’ve applied our deep industry experience to create a wide range of preconfigured SAP CRM—based solutions for companies looking for a nimble, responsive approach to CRM. Using our approach, clients can choose an entire suite of solutions, or implement just the processes they need to get up and running fast. Plus, we offer the ability to test—drive these industry—tailored CRM solutions before you decide to purchase them. Once it’s time to implement, we know the technical aspects to get your CRM solution up and running quickly. Just as importantly, we are able to tailor the CRM user experience to match our clients’ needs. We believe this is a crucial part of any new CRM implementation, directly affecting user productivity—and the numbers bear this out.

Learn more about CRM Transformation—SAP.

Consumer analytics

Deloitte combines deep industry knowledge, broad functional capabilities, and technical know—how to help our clients capture insights and create strategies for attracting, engaging, and retaining profitable customers. We look at customers from the outside in—turning everyday information into useful and actionable insights that can inform your decision—making.

Learn more about Customer Analytics.

Consumer Operations

Learn more about Consumer Operations.

Consumer Technology

Learn more about Consumer Technology.


Learn more about Digital.

Potential benefits

Deloitte is working with clients across all sectors of the health care industry to adapt to this shift and find winning solutions. With the right strategy, customer understanding, financial modeling, and anticipatory preparation, health care organizations can adjust to the changing climate. Further, we’ve found that our clients can also invest in new retail-oriented capabilities especially in the areas of digital, analytics, talent, process enhancements, and new operational systems to address the new demands of the empowered individual.

We can help health plans adapt their product designs, processes, and technologies to expand their consumer relationships beyond open enrollment and service transactions. To build year-round consumer engagement, we’re assisting health plans to employ innovative customer engagement, segmentation, exchange, digital, analytics, and broad technology solutions that deepen loyalty and retention.

Consumer Transformation: 5 Trends Health Plans Can’t Ignore

Continued evolution in the markets. Executives around the country are beginning to place strategic bets and drive the transformation versus sitting on the sidelines. These bets include customization at the individual level to meet varied needs, diversification to attract and retain members for life, and development and execution of cutting-edge capabilities.

The 5-part series will explore key consumer transformation topics and strategies for success by hitting on the following trends:

  • Private Exchanges: Gain access to new consumers & protect existing ones
  • Omni-Channel: Consumer Engagement Everywhere
  • Consumer Analytics: Finding the individual in the masses
  • Consumer Engagement: Models to support long-term retention
  • Digital Transparency: Increase satisfaction for more demanding consumers

Learn more about the 5 Trends Health Plans Can’t Ignore.

Consumer focused market, Plant

Meet our leader

Leslie Read

Leslie Read

Principal | Consumer Experience | Monitor Deloitte

Leslie is a principal with Deloitte Consulting LLP, and leader of our Health Plans Customer Transformation Solutions. Her client work has focused on helping chief marketing officers, chief strategy of... More