Its stack was bloated. Members, providers, and agents worked across different systems, service reps jumped between tools, and processes depended on human intervention.
Cognativ built a composable SmartSaaS platform with one role-aware experience layer. Eligibility, billing, claims, provider lookup, and support run through it, replacing 13 different experiences with one.
Every step followed RAPID: Research and Analyze to understand, then Plan, Implement, and Decide to improve.
The results: reduced tech staffing needs, millions of members supported, one unified experience layer, and higher adoption and satisfaction.