Highmark Cuts After-Call Work 51% with Salesforce

Highmark, a leading health insurer and healthcare provider in the US, faced a significant challenge due to its rapid growth. The company had expanded aggressively across multiple states and segments, resulting in a fragmented tech stack with disconnected customer management systems.

This led to operational bottlenecks, including sales agents working on two separate CRMs for Medicare and D-SNP products, causing headaches for their sales teams.

To address this issue, Highmark partnered with Salesforce to build a consolidated, end-to-end sales ecosystem using Agentforce Health and Data 360. This unified platform eliminated the friction of legacy systems and enabled Highmark to cross-train its telesales agents to sell their full product line.