With increasing competition and product commoditization, many health insurers are cutting costs, expanding into new markets, and trying to sell and service an increasing number of products with existing personnel. To achieve these objectives, insurers must rely on more sophisticated CRM systems. However, when developing CRM applications, health insurers commonly treat them as technical endeavors, and as a result, fail to take end users' needs into account or involve users in the design or implementation. This then leads to significant user adoption challenges.

Based on its CRM implementation experience, Innoveer has identified five best practices to help health insurers maximize user adoption and quickly achieve CRM project goals. These include involving end users in planning and implementation, demonstrating clear user benefits, communicating throughout projects, involving supervisors and project sponsors, and introducing new functionality in stages. Numerous Innoveer clients have proven that by increasing user adoption, they are able to further improve business efficiency, streamline existing sales and service processes, and increase employee satisfaction.