Creating Clarity Across Case Management at DC Health Exchange Authority

HBX’s homegrown system was not configured to support increasingly complex business processes, creating downstream issues across data, reporting, broker efficiency, and the user experience:

• Missing and unreliable data limited brokers’ ability to efficiently manage client needs and cases
• Dependent use cases could not be handled within the existing system, limiting support for more complex cases
• The system could not accommodate complex business processes as case requirements evolved
• A cumbersome interface and redundant fields added unnecessary steps and made the system difficult to navigate
• Inaccurate reports and client notices limited access to reliable information across operations

HBX built a custom Salesforce application to bring four distinct business processes into one environment while improving data quality, reporting, and usability.

• Custom Hybrid Application: Built one Salesforce application to support four distinct business processes and complex case requirements
• Case Intake Automation: Implemented Email-to-Case and Web-to-Case to streamline how cases entered the system
• Case Tracking & Reporting: Embedded case and client notice metrics with scheduled reports and dynamic dashboards
• Community Experience: Used Experience Cloud capabilities to create a more intuitive experience and simplify access to information
• Data Validation: Embedded validation rules into templates to improve data quality and increase the accuracy of client notices

HBX strengthened the connection between case activity and operational insight, giving teams better information to manage complexity and respond effectively.

• Case Management: The hybrid application simplified complex case handling across four distinct business processes
• Reporting Visibility: Scheduled reports and dynamic dashboards gave teams greater visibility into case activity and performance
• Data Accuracy: Validation rules improved the accuracy of information captured through templates and reflected in client notices
• User Experience: Experience Cloud created a more intuitive environment for employees managing daily case operations
• Case Intake: Improved data collection and streamlined client notices supported more consistent case processing