Australia’s fifth largest health insurer, HBF, has reached a milestone in its program to transform its business and the experience it provides to its one million members.
The Perth-based not-for-profit insurer has signed contracts with three global technology leaders that will help to support HBF’s digital transformation.
Salesforce (NYSE:CRM), the global leader in CRM, will be key to transforming HBF’s member and employee-facing systems, including HBF’s new mobile app, the MyHBF self-service portal and employee CRM through leveraging Salesforce Financial Services Cloud, Marketing Cloud, and Customer Communities. The end result will be a seamless, intuitive and personalised service across HBF’s branches, contact centre and online channels.
Amazon Web Services (AWS), the world’s most comprehensive and broadly adopted cloud platform, is enabling HBF to migrate from traditional on-premises data and systems to secure and efficient cloud technology to facilitate scale and innovation. HBF will adopt a range of solutions such as AWS-powered data lakes to store and manage crucial data, enable faster and more informed business decision, and enhance real-time interactions with members and medical providers.
Oracle will provide the core health insurance technology (Oracle Health Insurance) for policy administration and claim processing, as well as finance and medical provider interactions. Oracle’s expertise and technology will assist HBF to develop and launch products more quickly and efficiently in response to changing member needs.
Commenting on HBF’s newest technology efforts, HBF’s Chief Digital and Transformation Officer, Prasad Arav said that HBF was now set to overhaul every part of its business.
“We go into the next stage of our transformation program knowing we now have some of the world’s leading technology providers working with us.
“Members will see the fruits of this over the coming months and years, with more personalised, intuitive, and easy to use services in any channel a member chooses to use.
“One of the very first deliverables will be a new HBF app which we expect to become the first choice channel for many of our members.
“Our capabilities will also enable us to play a growing role in WA’s health sector, as we add new health related services.
“I have no doubt HBF will be an employer of choice for anyone wanting to work with the latest technology in areas such digital marketing, customer experience design, data analytics, cyber security and cloud services.”