1. Navitus Health Solutions Case Study CRMUG Fox Valley
Date: 6/9/2017
Presenters: Kevin Jicha, Jenn Manteufel
Orange value review color RGB 227/111/30

2. Navitus Health solutions
Navitus is a national, full-service pharmacy benefit manager (PBM) committed to providing superior customer service, ensuring regulatory compliance, improving member health and lowering drug costs in a manner that instills trust and confidence.
Founded in 2003
Owned by SSM Health
5.3 million members and growing
100% pass-through and transparent business model
Shared commitment to excellence in service and evidence-based clinical care
Corporate campuses in Madison and Appleton, WI; Austin, TX; Phoenix, AZ
2 Specialty Pharmacies: Madison, WI; Phoenix, AZ

3. Benefit Setup form project
High level overview
Our group was handed a 56 page word document that is used to create/setup/modify plans for our clients.
The document is a template in word that employees used to fill out when they are talking with a client.
Multiple fields had drop down options, or checkboxes, free text fields, etc..
Our task was to take this template/document and put it all into CRM and then to supply a word output similar to what they had before

4. Benefit Setup form project
Requirements Gathering
We first had to look at how the word doc/template was laid out
What sections did it already have
What fields/options were available
Was there any logic (show/hide)
We also talked about the hierarchy and how the process will flow
Are there 1:N (1 to many), 1:1 (1 to 1), N:1 (many to 1), N:N (many to many) relationship anywhere
Then we had to look in CRM and discuss where the Entities/fields should appear, and what they should be called
Excel was used to organize the requirements which were taken place during a few all day sessions and then some 2 hour meetings in between.
A user interface model via Excel was created to show our users what the screens would look like even though it wasn’t developed yet (this helped them get a visual around what they are asking for)

5. Benefit Setup form project
Development/Testing
As development work completed throughout the project, testing was taking place. When our users found an issue/enhancement, they came back to the developers and worked together to re-hash out the requirements.
Every time a change was done, testing took place to ensure it was accurate to what our users wanted.
Once development and testing was complete for the fields/options in CRM, the focus turned to the output.
Business rules were created when there wasn’t already Java script for that entity. If Java script was present then the code stayed in a script rather than adding a business rule. When having the combination of a business rule and java script, you have the potential of slowing down the entity to bring back the data that you desire.

6. Benefit Setup form project
Output Requirements
Our team and our users worked very hard on getting the requirements nailed down as to what the output document would look like.
A word document was used to gather these requirements so that the developers could match what was being requested (where headings went, sections, field, logic, what font type/size, etc..)
This was created during multiple meetings
Once the document was created, testing again took place.

7. Out of the Box Thinkers Clone any record, any number of times
Change text that was static in their document
This needs to be consistent any time they run the document
Needs to be configurable per client
Many clients will have the same
This text needed to keep formatting
Document needs to be generated in less then 15 minutes (ideal less than 5)
Access through CRM
Pull in client logo (saved as an attachment to a note)
Some data not stored in CRM
Needed to be conditional based on a CRM selection

8. Lessons Learned Get the right people in the room
Avoids rework
CRM Developers needed to be a part of the conversation to guide the layout
Keep the same people through out the project
Need to deeply understand the process flow
Set expectations early
A strong understanding of CRM functionality
CRM Administrators/Developers guiding the process
Guide the business to provide the requirements not the solution
Be careful with multiple solutions
Potential code freeze

9. Benefit Setup form project
In The End
We took their 56 page word document, put the information into CRM, generated an output that had exactly what they wanted with no manual modifications.
There was 15 new CRM entities that we had to create vs 13 CRM entities that were already there. Even though 13 CRM entites were existing already, we still had to make modifications (add a filed/drop down option set, etc..)
Now our users are able to talk to our clients and get the information they need, enter it into CRM, and execute the output under 5 minutes, no matter the amount of data getting generated.
Dashboards/views/reports were also created for our users to easily get at their daily work in CRM, and to generate reports on the fly.

10. Quick Demo
XperiDo for CRM
IOTAP Clone

11. questions