Communications portal provides secure, personalized experience

Communicating effectively with 80,000 different users with a wide variety of needs is challenging. Sanger & Eby partners with EyeMed Vision Care to manage their self-service provider portal, giving their users secure, highly-customized experiences that drive satisfaction and results.

Challenge

EyeMed Vision Care has more than 28,500 vision care providers contracted through various networks, participating in a multitude of programs. Each provider has support staff and this leads to a wide array of constituents, each with varied wants and information needs.

EyeMed’s primary communication tool is a self-service portal that houses manuals and plans, news and updates, self-help tools, forms and more. The portal provides each user with a personalized content experience driven by their contract, associated networks and programs.

Built on a Content Management System (CMS) for ease of updating frequently-changing information, the platform itself is still extremely complex – so EyeMed turned to Sanger & Eby to partner on managing, maintaining and enhancing the portal.

Services:

Research & strategy Information architecture development User experience planning Responsive website design & development Custom application development CMS customization & implementation Data architecture & systems integration Ongoing maintenance & support

Communicating effectively with 80,000 different users with a wide variety of needs is challenging. Sanger & Eby partners with EyeMed Vision Care to manage their self-service provider portal, giving their users secure, highly-customized experiences that drive satisfaction and results.

Services:

Research & strategy Information architecture development User experience planning Responsive website design & development Custom application development CMS customization & implementation Data architecture & systems integration Ongoing maintenance & support

Challenge

EyeMed Vision Care has more than 28,500 vision care providers contracted through various networks, participating in a multitude of programs. Each provider has support staff and this leads to a wide array of constituents, each with varied wants and information needs.

EyeMed’s primary communication tool is a self-service portal that houses manuals and plans, news and updates, self-help tools, forms and more. The portal provides each user with a personalized content experience driven by their contract, associated networks and programs.

Built on a Content Management System (CMS) for ease of updating frequently-changing information, the platform itself is still extremely complex – so EyeMed turned to Sanger & Eby to partner on managing, maintaining and enhancing the portal.

Responsive screens of EyeMed's provider portal

Strategy

Given the sheer number of providers that EyeMed serves, their portal needed to be reliable and always accessible. So, our team began by migrating the entire website to a new cloud-based server.

Once the migration was complete, we worked diligently with EyeMed’s IT team to implement a secure Single Sign On (SSO) process, allowing users to access all EyeMed information through one entry point. This change was instrumental for the client and their customers, as providers previously had to login into one system for business administration needs and another for forms, manuals and other features.

Our developers were then tasked with no easy feat; simplifying the elaborate content management system (CMS) to make it more functional for the EyeMed team and their end users. We were able to draw up and implement a complex yet fully functional database architecture that allowed EyeMed’s CMS to integrate with external API services provided by their multiple vendors.

Results

Optimizing the self-service portal has helped EyeMed streamline operations and automate manual tasks, allowing them to allocate resources elsewhere. Our client has reported that their provider satisfaction has increased with the Single Sign On (SSO) integration and that the increase in portal traffic directly translates to a decrease in their call center volume.

Recently, Sanger & Eby was asked to begin laying the initial groundwork for re-platforming the portal with new information architecture and a refreshed user experience. The initial groundwork has been done and we are excited to position EyeMed to make an even bigger impact on their constituents.

 

Do you need help maintaining and enhancing difficult-to-use systems? Or help combining multiple complex systems? Let’s talk!

Custom members-portal for Spark 360.

With a unique need for a members-only space, we created a portal for ongoing education, events and added value. Learn more about the project.

Learn More

Bring us your toughest tech challenges.

From front-end development to back-end integration, we'll create a solution to fit your unique goals and needs.

Learn More