Case Study

Providing Distinctive, Cost Effective Service in Health Insurance

industry & client situation

Facing double digit growth in care costs, rising consumer expectations, and product & service commoditization, a large healthcare company wanted to explore ways to increase sustainable advantage through service and operations.   Our client was looking for ways to better serve its customers at the lowest possible cost, deploying service designs and operating models which were hard to copy, and would therefore represent a source of competitive advantage. 


Bridge conducted a ninety day assessment to establish priorities, develop overall designs, and identify specific approaches to improve service delivery.  Our primary objective was to define the service strategies that would best support constituent expectations while improving operating performance and strategic positioning.

Key activities included:

  • Developing service strategy hypotheses
  • Defining key events by constituent (member, provider, broker, employer)
  • Performing healthcare and non-healthcare industry analyses to identify best-in-class service practices
  • Assessing current state service practices and identifying improvement opportunities
  • Conducting primary research with selected constituents to ratify conclusions where needed
  • Developing ideal constituent experiences and service strategies by segment
  • Identifying opportunities for pilots and trials


Bridge developed key recommendations and established pilots to validate changes in the operating model to decrease costs to serve and increase member satisfaction.  Projected benefits were confirmed in the subsequent pilots and a broader transformational plan was designed that migrated the changes broadly across service operations, achieving significant results.