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Case Study Prompt

MedHealth Solutions administrates one of the largest healthcare plans in the United States with over 30,000 employees. Healthcare reforms have pushed MedHealth to pursue a route of customer-centric strategies.

To remain competitive with the rise of Health Care Exchanges, your client has decided to implement a Client Relationship Management (CRM) system in order to enhance the customer and employee experience. Currently, call center associates have no visibility into customer call history.

When a customer calls with a follow up question, new cases are created in MedHealth’s legacy CRM system instead of being attached to the original case. Additionally, when calls are transferred, the next associate does not have access to the previous call history and must re-ask demographic and health issue questions. This process decreases customer satisfaction and leads to re-work and decreased productivity for call center associates.

You are the change management lead for the new CRM system adoption project. MedHealth wants you to help them understand how they can prepare their business for this large-scale change.

How would you go about it?

Case Study Overview

This is a ZS Associates human capital/change management case study. Your client is a healthcare provider that needs help implementing a new CRM system. Your job is to help the company prepare for the large-scale change.

Build a framework that will best help you answer the question being asked of you. You can pick and choose from different pieces of various standard frameworks (ex: the Profitability Framework), but don’t rely on the traditional frameworks. A firm like ZS wants to see you tackle a business problem using your own experience and knowledge – get creative with your framework!

There are no math exhibits in this case. This a Round 1 ZS Associates case.

ZS Associates Interview Tips

ZS Associates is looking for candidates with excellent communication skills. Can you articulate how you arrived at your solution clearly and articulately?

Focus on coming away with 1 or 2 takeaways that you can improve on in your next case.

For out-loud practice with an expert, book an hour with an ex-MBB coach. Practice more change management case studies with the Case Library.

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