Encora | Success Stories | HealthTech Case Study

Digital Health Insurance Provider in Telemedicine

Posted by Encora on Feb 29, 2024 11:01:13 PM
The healthcare industry relies on real-time data to manage critical life and death situations in hospitals, balancing patient needs with care providers’ schedules and available hospital space.

Topics: Product Engineering & Development, Digital Experience, Cybersecurity, Test Automation, Quality Engineering, Cloud Services, DevSecOps, Healthcare & Life Sciences, Product Deployment & Support

Industry Context

Telemedicine adoption has skyrocketed, pushing digital health insurers to overhaul claims systems designed for in-person care. To keep pace with new care models, insurers require solutions that digitize user experiences. Legacy systems not only constrain innovation but demand months of custom coding workarounds. 

In this climate, insurers are turning to modern platforms that help accelerate transformation via intuitive visual design and reusable components and condense months of development into weeks. This newfound agility bridges capability gaps without intensive coding and grants insurers the adaptability to remain customer focused. As virtual care becomes mainstream, digital health insurers must rapidly reinvent systems on the fly to deliver next-generation healthcare experiences and meet evolving expectations. 

Digital Health Insurance Provider in Telemedicine  -Results-IndustryContext

Client Challenge

Our client, a New York health insurer specializing in telemedicine, grappled with delivering streamlined experiences and transparency across disparate portals and rigid legacy systems. Clunky interfaces frustrated the users and caused delays. With no way to customize the end-user experience, reliance on IT for every issue was extremely high.  

The client aimed to develop a centralized ticketing application to empower end users to configure and customize information collection and reporting. By aggregating relevant data into one intuitive interface, they sought to remove complexity and boost transparency.  

As consumer expectations and telehealth services continued to evolve, the insurer needed a new platform to enhance experiences autonomously and bridge capability gaps without extensive coding or IT dependence. 

Digital Health Insurance Provider in Telemedicine  -Approach


Encora shaped a detailed application roadmap and design by conducting requirement-gathering sessions with critical stakeholders. We identified Appian as the low code platform of choice for its rapid application development, scalability, seamless integration, robust security, and built-in collaboration tools. We rapidly developed a ticketing application aligned to the client's specific requirements through: 

  • Product Management: Identified the specific business goals, desired features, workflows, user roles, integrations, and reporting requirements and developed an application roadmap to achieve the desired functionality. 
  • Product Development: Developed flexible, scalable, and agile general workflow and Provider Management applications.
  • Data Integration & Security: Integrated with external MySql database​, making use of Jira, authentication services, bespoke systems.
  • CX Transformation: Developed user-friendly interfaces with self-service capabilities, real-time updates, and notifications enable an intuitive and engaging user experience. 
  • DevSecOps Strategy & Planning: Enhanced the DevOps process and reduced the risk of errors with Appian’s ’Compare and Deploy’ feature. 
  • Test Strategy & Planning: Executed Unit Testing, Performance Testing, and User Acceptance Testing with Appian's built-in testing framework.  
  • Application & Product Maintenance: Ensured ongoing success through application performance monitoring, which also addresses user feedback and implements enhancements and updates as required. 
Frame 422


The client onboarded five new teams with robust processes into the ticketing app and witnessed a drastic improvement in their productivity. The new ticketing application also reduced errors, boosted scalability and flexibility, and addressed ongoing challenges with clunky interfaces and poor user experience. Compared to the previous customer service portal, there has been a major reduction in end-to-end process time for tasks performed in the ticketing app. Additionally, it has:  

  • Consolidated disjointed legacy systems into a unified portal with a simplified interface. 
  • Boosted transparency by aggregating relevant data into customized reporting. 
  • Enabled autonomous configurability so users did not need IT ticket requests. 
  • Adapted experiences rapidly via a drag-and-drop environment. 
  • Reduced user frustration and increased engagement through guided ticketing. 


Digital Health Insurance Provider in Telemedicine  -Results
Provider Onboarding Time

Provider Onboarding Time

Provider Management Labor

Provider Management Labor