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Massachusetts Health Connector
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A Clearer Path to Care for Massachusetts Health Connector
Services Performed
Salesforce Implementation
System Integration
Workflow Automation
Security/Compliance Configuration
Analytics/Dashboard Development
Managed Services & Ongoing Support
Product Services
Salesforce Service Cloud
Results
improvement in case resolution time during the critical open enrollment period
of customer inquiries resolved immediately by first-line support teams
reduction in cases escalated to Tier 2 support, indicating more efficient issue resolution at initial point of contact
return on investment
Challenges
Manual processes and fragmented systems made it difficult to deliver consistent, efficient service to residents. Without a centralized case management platform, the organization faced critical limitations:
- Which resident inquiries, applications, and cases required timely follow-up across multiple service channels
- How to standardize workflows for call center operations and case handling
- How to maintain data integrity while integrating with an existing external state system
- How to enforce strict security and compliance requirements across a shared infrastructure
Solutions
Massachusetts Health Connector adopted a Salesforce-powered case management platform to centralize operations, streamline service delivery, and support secure cross-state collaboration.
- Automated Case Intake and Routing: Streamlined email-to-case and service workflows for faster response times
- Multi-Tenant Architecture: Enabled shared infrastructure with state-specific configurations
- Advanced Security Model: Applied permission sets and rules to enforce complete data isolation
- Custom Call Center Workflows: Standardized processes to improve service consistency
- Real-Time Reporting: Delivered dashboards for visibility into operations and performance
Results
The implementation of a Salesforce-powered case management solution dramatically enhanced efficiency across multiple dimensions:
- Operational Efficiency: Streamlined case management and reduced manual handling across service teams
- Improved Service Delivery: Enabled faster, more consistent responses to resident needs
- Scalability: Established a flexible framework to support future enhancements and multi-state collaboration
- Compliance & Security: Maintained strict adherence to federal standards while operating within a shared system
Industry
Public Sector
Staff / Size
51-200
Headquarters
Boston, MA
Since 2006, the Massachusetts Health Connector has helped residents access affordable healthcare coverage through subsidized plans, streamlined enrollment, and multilingual support, making healthcare more accessible and easier to navigate for all.
Client Success Stories
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