How UNITE HERE HEALTH Modernized Legacy Systems for Best Customer Service

UNITE HERE HEALTH is a health insurance provider offering benefits to UNITE HERE! union workers in the hospitality, food service and gaming industries. They handle service requests from employers, members, and providers related to premium payments, member eligibility, and claims processing. With customer service teams spread throughout the US, UNITE HERE HEALTH wanted to modernize their desktop-based legacy systems to a web-based customer service platform loaded with functionality to better serve clients.

“The legacy system was coded with obsolete development tools that lead to maintenance and deployment challenges. The UI was awkward and the functionality no longer reflected current business needs.”Steve Nauman, IT Director, UNITE HERE HEALTH

Breaking with the convention of building in-house, UNITE HERE HEALTH partnered with JDK to develop a new world-class solution. We applied our proven method of using simple, innovative, and effective strategies to build the web-based platform that was integrated, user-friendly, and robust with features that met business needs.

The application connects to multiple systems via APIs to display information exclusive to the service request at hand. This greatly improved the UI for the customer service rep who no longer needed multiple screens to access several sources of information. Also, understanding that data privacy and security were critically important to UNITE HERE HEALTH, JDK worked closely with the IT team to ensure the new system was HIPAA compliant. JDK also followed UNITE HERE HEALTH’s coding standards to ensure a smooth transition to their development team. Finally, we took the time to understand UNITE HERE HEALTH’s Application Delivery System (ADS) framework, which manages user access and functionality to all of their applications, engineering a solution that would operate properly within the ADS.

“Using current web-based tools allows convenient maintenance without opening the old toolset. Deployments no longer need runtimes on user workstations. Functionality and the UI have been tailored to the needs of the business.”Steve Nauman, IT Director, UNITE HERE HEALTH

UNITE HERE HEALTH comes from a tradition of developing their software solutions in-house. For this business-critical project, they chose JDK to create a robust web-based customer service platform to upgrade legacy systems.

“We have a longstanding relationship with JDK. They learned our business, systems, and architecture. They provide systems or components that will readily integrate with our environment.”Steve Nauman, IT Director, UNITE HERE HEALTH

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