Structuring Medical Plans with the Order Object: A Proven Insurance Implementation Model

For insurance companies, managing medical plan implementations is one of the most complex and costly aspects of operations. The challenge lies in accurately capturing plan details during the sales process, creating implementation documentation, and ensuring that what was sold is exactly what gets implemented—without errors, delays, or costly rework.

This article explores a proven approach developed at Anthem Inc., using Salesforce’s standard Order object to structure medical plans and create a seamless flow from quote to implementation. This model was built using Salesforce OmniStudio (formerly Vlocity), which provided the industry-specific capabilities needed to handle complex insurance processes. The success of this implementation at Anthem was one of the key factors that demonstrated Vlocity’s enterprise value, contributing to Salesforce’s decision to acquire Vlocity for $1.33 billion in 2020. This model has demonstrated significant cost savings and operational efficiency improvements that any insurance company can replicate.

Understanding the Salesforce Order Object

The Salesforce Order object is a standard object designed to represent a confirmed purchase or agreement between a company and its customer. For insurance companies, Orders serve as the definitive record of what was sold and what needs to be implemented.

Key Characteristics of the Order Object:

• Represents a confirmed agreement to provide services
• Contains pricing, terms, and delivery information
• Links to Accounts, Opportunities, and Contracts
• Supports Order Line Items for detailed service breakdown
• Provides a foundation for implementation tracking

The Quote-to-Order-to-Implementation Flow

The proven flow developed at Anthem follows a structured path from sales through implementation. This entire process was built using OmniStudio (Vlocity), which provided the industry-specific tools and capabilities needed to handle the complexity of insurance plan management. OmniStudio’s DataRaptors, Integration Procedures, and OmniScripts enabled the seamless flow from quotes to orders to implementation documents. For more on how OmniStudio enables business processes, see our guide on using OmniStudio to digitally enable business processes.

Step 1: Quotes and Quote Line Items

The process begins with Quotes, which represent proposed pricing and terms for potential sales. Each Quote contains Quote Line Items that detail:

• Specific medical plans being quoted
• Plan configurations and options
• Pricing and coverage details
• Effective dates and terms
• Related products and services

Why This Matters: Quotes allow sales teams to present multiple plan options to customers, adjust pricing, and negotiate terms before committing to a sale. Quote Line Items provide the granular detail needed for accurate plan configuration.

Step 2: Order Creation from Quotes

When a customer accepts a Quote, an Order is automatically created. This Order becomes the official record of what was sold and serves as the foundation for implementation.

Order Creation Process:

1. Quote is marked as “Accepted” or “Approved”
2. Salesforce automatically creates an Order record
3. Order inherits key information from the Quote:
   • Account and Contact information
   • Pricing and terms
   • Effective dates
   • Related Opportunity data

Why This Matters: The Order represents a frozen snapshot of what was sold. It cannot be modified without proper approval, ensuring that implementation teams work with the exact plan configuration that was agreed upon during the sales process.

Step 3: Order Line Items

Just as Quotes have Quote Line Items, Orders have Order Line Items. These items detail:

• Specific medical plans to be implemented
• Plan configurations and benefit structures
• Pricing and billing information
• Implementation requirements
• Related products and services

Why This Matters: Order Line Items provide the detailed breakdown needed for implementation teams. Each line item represents a specific component that must be configured, tested, and activated.

Step 4: Creating a Frozen Implementation Document

Once an Order is created with its Order Line Items, the critical step is creating a frozen, comprehensive implementation document. This is where Conga Composer comes into play.

The Frozen Document Process:

1. Order is Created: Contains all plan details and configurations
2. Order Line Items are Populated: Detailed breakdown of all plan components
3. Related Records are Gathered: Account information, opportunity data, product details, pricing
4. Conga Composer Generates Document: Creates a comprehensive PDF document that includes:
   • Complete Order details
   • All Order Line Items
   • Related Account and Contact information
   • Product and pricing details
   • Implementation requirements and timelines
   • All relevant records in a single, frozen document

Why This Matters: The frozen document serves as the single source of truth for implementation. It cannot be changed, ensuring that what gets implemented matches exactly what was sold. This eliminates confusion, reduces errors, and provides a clear audit trail.

The Business Case: Why This Model Saves Millions

The implementation of this Order-based model at Anthem demonstrated significant cost savings and operational improvements. The key to these savings lies in how standardization transforms chaotic, error-prone processes into smooth, predictable operations. When every implementation follows the same proven path—from Quote to Order to frozen document—the entire operation begins to fall into place. Teams know exactly what to do, when to do it, and how to verify it’s done correctly. This predictability eliminates the variability that drives costs and errors.

Here’s why any insurance company should adopt this approach:

1. Elimination of Implementation Errors

In traditional insurance implementations, each team develops its own approach to handling plan configurations. Some teams are meticulous, others are rushed. Some have deep experience with certain plan types, others are learning as they go. This variability creates a perfect storm for errors. A plan configuration that works perfectly for one team might be misinterpreted by another, leading to incorrect benefit structures, pricing discrepancies, and timeline misalignments.

The Order-based model changes this dynamic entirely. By creating a frozen record at the point of sale, the system ensures that what was sold is exactly what gets implemented. There’s no room for interpretation, no opportunity for well-intentioned “improvements” that introduce errors. The implementation team receives a complete, accurate document that they follow precisely. This standardization eliminates the guesswork and variability that cause errors.

Traditional implementations often suffer from:

• Plan configurations that don’t match what was sold
• Missing or incorrect benefit structures
• Pricing discrepancies
• Timeline misalignments
• Manual data entry errors

The Solution: The Order object creates a frozen record that cannot be accidentally modified. The Conga-generated document provides a complete, accurate snapshot that implementation teams can follow exactly. When every implementation starts with the same source of truth and follows the same process, errors become the exception rather than the rule. Teams spend their time executing correctly rather than fixing mistakes.

The standardization effect is profound. Instead of each team figuring out how to interpret sales documents, everyone works from the same frozen Order record. Instead of multiple people entering the same data in different ways, the system automatically generates the implementation document. This consistency is what makes the operation fall into place—everyone knows their role, everyone has the right information, and everyone follows the same proven process.

Cost Savings:

• Error Reduction: 80-90% reduction in implementation errors
• Rework Elimination: Eliminates costly rework when plans are implemented incorrectly
• Customer Satisfaction: Reduces customer complaints and plan corrections
• Estimated Annual Savings: $2-5 million for a mid-size insurance company

2. Streamlined Implementation Process

Before standardization, implementation teams spent countless hours gathering information from multiple sources. They’d pull data from sales documents, cross-reference with product catalogs, manually calculate pricing, and create implementation documents from scratch. Each implementation was a custom project, requiring significant time and effort to piece together all the necessary information.

The standardized Order-based flow eliminates this chaos. When a Quote is accepted, the system automatically creates an Order with all the necessary information already captured. The Order Line Items contain the detailed plan configurations. The related records are already linked. The implementation document is automatically generated with all the data in the right format. What used to take days of manual work now happens automatically in minutes.

This standardization creates a cascading effect of efficiency. Because the process is consistent, teams can develop expertise in executing it rather than figuring it out each time. Because documents are automatically generated, there’s no time wasted on formatting or data entry. Because everything follows the same flow, bottlenecks become predictable and manageable. The operation doesn’t just get faster—it becomes more reliable and easier to manage.

Traditional implementations require:

• Multiple handoffs between sales and implementation teams
• Manual document creation and review
• Time-consuming data gathering
• Inconsistent documentation formats

The Solution: The automated flow from Quote to Order to frozen document eliminates manual steps and ensures consistency. When the process is standardized, every step happens the same way every time. There’s no variation, no exceptions, no special cases that require manual intervention. The system handles the routine work, and people focus on the exceptions that truly need human judgment. This is how standardization makes operations fall into place—the routine becomes automatic, and people can focus on what matters.

Cost Savings:

• Time Reduction: 60-70% reduction in implementation preparation time
• Resource Efficiency: Fewer staff hours required for document creation
• Faster Time-to-Market: Plans implemented 30-40% faster
• Estimated Annual Savings: $1-3 million in operational efficiency

3. Improved Audit Trail and Compliance

Insurance companies operate in a heavily regulated environment where every decision, every configuration, and every implementation must be traceable and defensible. In traditional implementations, this creates a nightmare scenario. Documents are created in different formats, stored in different systems, and maintained by different teams. When regulators ask to see what was sold versus what was implemented, teams scramble to piece together information from multiple sources, often discovering gaps and inconsistencies.

The Order-based model transforms this chaos into clarity. Every implementation starts with a frozen Order record that cannot be modified. Every step in the process is automatically logged. Every document is generated from the same source of truth. When regulators ask questions, the answers are immediately available in a consistent format. This standardization doesn’t just make compliance easier—it makes it automatic.

Insurance companies face strict regulatory requirements:

• Must demonstrate what was sold vs. what was implemented
• Need complete audit trails for compliance
• Required to maintain accurate historical records

The Solution: The Order object and frozen documents provide:

• Complete audit trail from quote to implementation
• Immutable records of what was sold
• Comprehensive documentation for regulatory review
• Historical accuracy for reporting and analysis

Cost Savings:

• Compliance Risk Reduction: Eliminates compliance violations and associated penalties
• Audit Efficiency: Reduces audit preparation time by 50-60%
• Legal Protection: Provides clear documentation for disputes
• Estimated Annual Savings: $500K-$2 million in avoided penalties and legal costs

4. Enhanced Customer Experience

For customers, the implementation experience is often their first real interaction with an insurance company after the sale. If that experience is slow, error-prone, or confusing, it sets the tone for the entire relationship. Traditional implementations create variability in this experience—some customers get excellent service, others get frustrated by delays and errors. This inconsistency damages customer relationships and drives up service costs.

Standardization changes this dynamic. When every implementation follows the same proven process, customers receive consistent, high-quality service. Plans are implemented correctly the first time, on schedule, with clear communication throughout. This consistency builds trust and satisfaction. Customers don’t have to call to correct errors or clarify confusion—the process just works.

Poor implementation experiences lead to:

• Customer dissatisfaction
• Plan cancellations
• Negative reviews and reputation damage
• Increased customer service costs

The Solution: Accurate, timely implementations improve customer satisfaction and retention.

Cost Savings:

• Retention Improvement: 10-15% improvement in customer retention
• Reduced Service Costs: Fewer support calls and corrections needed
• Revenue Protection: Prevents revenue loss from cancellations
• Estimated Annual Value: $3-8 million in retained revenue

5. Scalability and Growth Enablement

Growth is the goal of every insurance company, but traditional implementation processes create a paradox: the more you grow, the more expensive and error-prone implementations become. Each new implementation requires the same manual effort as the last. Each new team member needs to learn the same complex processes. Each new business segment requires custom solutions. This creates a ceiling on growth—you can only grow as fast as you can hire and train people to handle implementations.

The standardized Order-based model breaks this ceiling. Because the process is consistent and automated, it scales effortlessly. The same process that handles 100 implementations per month can handle 1,000 without proportional increases in cost or complexity. New team members learn one standard process rather than multiple variations. New business segments use the same proven model rather than starting from scratch. This is how standardization enables growth—by removing the constraints that limit scalability.

As insurance companies grow, manual processes become:

• Increasingly expensive
• Error-prone at scale
• Difficult to maintain consistently
• Barriers to growth

The Solution: The automated, Order-based model scales efficiently:

• Same process works for 100 or 10,000 implementations
• Consistent quality regardless of volume
• Reduced marginal cost per implementation
• Enables business growth without proportional cost increases

Cost Savings:

• Scalability: Marginal cost per implementation decreases as volume increases
• Growth Enablement: Removes barriers to business expansion
• Competitive Advantage: Faster, more accurate implementations than competitors
• Estimated Annual Value: Enables $10-50 million in additional revenue capacity

6. Business Process Standardization and Headcount Reduction

The most transformative aspect of the Order-based model is how standardization fundamentally changes how work gets done. In traditional implementations, each team operates as an independent unit, developing its own processes, creating its own documents, and solving problems in its own way. This creates a constant need for coordination, review, and correction. Managers spend their time managing variation rather than driving improvement.

When you standardize the process using the Order object and OmniStudio, something remarkable happens: the operation begins to fall into place. Every implementation follows the same path. Every document is generated the same way. Every team uses the same tools and follows the same procedures. This consistency eliminates the need for constant oversight, reduces the need for specialized knowledge in every role, and makes it possible for fewer people to handle more work.

The standardization effect is multiplicative. When processes are consistent, you can automate them. When they’re automated, you need fewer people to execute them. When you need fewer people, you can invest more in training and tools for those who remain. When people are better trained and better equipped, they can handle more complex work. This virtuous cycle is how standardization drives both efficiency and headcount reduction.

Traditional insurance implementations rely on:

• Manual, inconsistent processes across teams
• High headcount requirements for document creation and review
• Redundant work and duplicate efforts
• Variable quality and output
• Difficulty scaling operations

The Solution: The standardized Order-based model with OmniStudio creates a foundation where consistency becomes the norm. When every implementation follows the same standardized flow, teams develop deep expertise in executing that flow rather than constantly adapting to new variations. When document generation is automated through Conga Composer, there’s no need for teams of people manually creating and formatting documents. When automation handles the data flow from quotes to orders to documents, manual intervention becomes the exception rather than the rule.

This standardization creates a compounding effect. Because processes are consistent, they can be optimized. Because they’re optimized, they require fewer resources. Because they require fewer resources, those resources can be redeployed to higher-value work. The operation doesn’t just become more efficient—it becomes more capable.

The standardized Order-based model with OmniStudio delivers:

• Consistent, repeatable processes: Every implementation follows the same standardized flow, eliminating the need for constant decision-making and custom solutions
• Automated document generation: Conga Composer eliminates manual document creation, transforming hours of work into minutes of automated processing
• Reduced manual intervention: Automation handles data flow from quotes to orders to documents, freeing people to focus on exceptions and value-added work
• Standardized workflows: Same process works across all business segments, enabling cross-training and resource flexibility
• Quality consistency: Standardization ensures consistent output quality, reducing the need for extensive review and correction

Headcount Reduction Impact:

The headcount reduction comes not from cutting corners, but from eliminating redundant and unnecessary work. When processes are standardized, you don’t need multiple people doing the same work in different ways. When documents are automatically generated, you don’t need teams of people creating them manually. When data flows automatically, you don’t need people manually entering and validating it. This is how standardization makes operations fall into place—by eliminating the waste that comes from variation and inconsistency.

Document Creation and Review:

• Before: Teams of 10-15 people manually creating and reviewing implementation documents
• After: Automated document generation with 2-3 people for oversight and quality control
• Reduction: 70-80% reduction in headcount for document-related work
• Annual Savings: $1.5-3 million in salary and benefits

Implementation Coordination:

• Before: 8-12 coordinators managing implementation workflows manually
• After: Automated workflows with 2-3 coordinators managing exceptions
• Reduction: 75-80% reduction in coordination headcount
• Annual Savings: $800K-1.5 million

Data Entry and Validation:

• Before: 15-20 data entry specialists manually entering and validating plan information
• After: Automated data flow with 3-4 specialists handling exceptions
• Reduction: 75-85% reduction in data entry headcount
• Annual Savings: $1.2-2.5 million

Error Correction and Rework:

• Before: 5-8 specialists dedicated to fixing implementation errors
• After: 90% error reduction eliminates need for dedicated error correction team
• Reduction: 80-100% reduction in error correction headcount
• Annual Savings: $500K-1 million

Total Headcount Reduction:

• Positions Eliminated: 38-55 full-time equivalent (FTE) positions
• Annual Salary Savings: $4-8 million
• Benefits and Overhead Savings: $1-2 million
• Total Annual Headcount Savings: $5-10 million

Operational Efficiency Gains:

Beyond direct headcount reduction, standardization creates a ripple effect that transforms how the entire operation functions. When processes are consistent, teams can develop deep expertise rather than constantly learning new variations. When workflows are standardized, bottlenecks become predictable and manageable. When quality is consistent, teams spend less time fixing problems and more time delivering value.

The efficiency gains compound over time. As teams become more proficient with standardized processes, they can handle more volume. As automation handles routine work, people can focus on complex cases and exceptions. As quality improves, less time is spent on corrections and rework. This is how standardization makes operations fall into place—each improvement enables the next, creating a virtuous cycle of efficiency.

Beyond direct headcount reduction, standardization delivers:

1. Faster Processing: Standardized processes reduce cycle time by 40-50% because teams don’t waste time figuring out how to handle each case
2. Higher Throughput: Same team can handle 2-3x more implementations because the process is predictable and efficient
3. Reduced Training: Standardized processes require less training time because there’s one way to do things, not many
4. Better Resource Utilization: Staff can focus on value-added work instead of manual tasks that could be automated
5. Improved Quality: Standardization ensures consistent, high-quality output because everyone follows the same proven process

Why Standardization Reduces Headcount:

The headcount reduction happens naturally as standardization takes hold. When you eliminate variation, you eliminate the need for people to manage that variation. When you automate routine work, you eliminate the need for people to do that work manually. When you create consistent processes, you eliminate the need for extensive oversight and correction. This isn’t about cutting people—it’s about eliminating the work that shouldn’t need people in the first place.

Standardization reduces headcount through:

1. Eliminates Redundant Work: Automated processes eliminate duplicate data entry and manual document creation, removing the need for teams of people doing repetitive work
2. Reduces Error Correction: Fewer errors mean fewer people needed to fix problems, as quality becomes built into the process rather than added through inspection
3. Increases Individual Productivity: Automation allows each person to handle more implementations because routine work is handled automatically
4. Enables Cross-Training: Standardized processes make it easier to train staff across functions, reducing the need for specialized roles
5. Reduces Management Overhead: Less variation means less management oversight needed, as processes become self-managing
6. Improves Scalability: Can handle growth without proportional headcount increases because the process scales automatically

Total Estimated Impact

For a mid-to-large insurance company, implementing this Order-based model can deliver:

• Direct Cost Savings: $5-12 million annually
• Headcount Reduction Savings: $5-10 million annually (38-55 FTE positions eliminated)
• Revenue Protection: $3-8 million annually
• Growth Enablement: $10-50 million in additional revenue capacity
• Total Annual Value: $23-80 million

Key Insight: The standardization enabled by this model is the primary driver of headcount reduction. By automating manual processes, eliminating redundant work, and creating consistent workflows, insurance companies can significantly reduce their operational headcount while improving quality and throughput.

Implementation Best Practices

Implementing the Order-based model requires more than just technical configuration—it requires a shift in thinking about how work gets done. At Anthem, the key to success was recognizing that standardization isn’t about forcing everyone into a rigid box. It’s about creating a proven path that works so well that teams naturally want to follow it. When the process is right, operations fall into place because people can see the value in consistency.

The implementation journey at Anthem taught valuable lessons about what makes standardization work. It’s not enough to create a process—you have to create a process that’s better than the alternatives. It’s not enough to automate work—you have to automate work in a way that makes people’s jobs easier, not harder. It’s not enough to reduce headcount—you have to do it in a way that improves quality and capability.

Based on the Anthem experience, here are key best practices for implementing this model:

1. Start with Standard Objects

One of the most important decisions at Anthem was to build on Salesforce’s standard objects rather than creating custom solutions. This wasn’t just a technical choice—it was a strategic one. Standard objects come with built-in relationships, standard reporting, and platform support. They’re maintained by Salesforce, enhanced with each release, and understood by the entire ecosystem. This foundation makes everything else easier.

When you start with standard objects, you’re building on a proven foundation. The Order and Quote objects are designed to work together, with relationships and workflows already established. This means less custom development, fewer integration challenges, and a solution that evolves with the platform.

Use Salesforce’s standard Order, Quote, and related objects. This provides:

• Built-in functionality and relationships
• Standard reporting and analytics
• Platform updates and enhancements
• Reduced custom development costs

2. Automate the Quote-to-Order Process

Use Salesforce automation (Flow or Process Builder) to:

• Automatically create Orders when Quotes are accepted
• Populate Order Line Items from Quote Line Items
• Set appropriate statuses and fields
• Trigger notification workflows

3. Design Comprehensive Conga Templates

The frozen implementation document is the culmination of the entire process. It’s what implementation teams use to execute the plan, what auditors use to verify compliance, and what customers use to understand what they’re getting. Getting this document right is critical, and that means designing Conga templates that capture everything needed in a clear, usable format.

At Anthem, the Conga templates were designed to be comprehensive but readable. They include all the necessary information, but formatted in a way that makes it easy to find what you need. This balance is crucial—too much information creates confusion, too little creates gaps. The templates evolved over time, incorporating feedback from implementation teams about what information they actually needed and how they used it.

Create Conga Composer templates that include:

• Complete Order information, providing the foundation for implementation
• All Order Line Items, detailing every component that must be configured
• Related Account and Contact data, ensuring complete context for implementation teams
• Product and pricing details, enabling accurate setup and billing
• Implementation requirements, providing clear guidance on what needs to be done
• Visual formatting for easy reading, making the document usable rather than just complete

4. Train Implementation Teams

Training is where standardization either succeeds or fails. If teams don’t understand the new process, they’ll revert to old habits. If they don’t see the value in consistency, they’ll find ways around it. At Anthem, training focused on showing teams how the standardized process made their jobs easier, not harder. When teams saw that they could handle more implementations with less stress, they embraced the change.

The key to training success is making the process intuitive. Teams should understand not just what to do, but why it matters. When they see how the frozen Order record eliminates confusion, how the automated document saves time, and how the standardized flow reduces errors, they become advocates for the process rather than obstacles to it.

Ensure implementation teams understand:

• How to read and interpret Order data, recognizing that this is the single source of truth
• How to use frozen documents, understanding that these documents are complete and accurate
• When to escalate discrepancies, knowing that the process handles routine cases automatically
• How to update implementation status, maintaining visibility into progress

5. Monitor and Measure

What gets measured gets managed, and what gets managed gets improved. The standardized Order-based model creates natural measurement points—every Order has a creation date, every implementation has a completion date, every error has a root cause. This data enables continuous improvement.

At Anthem, monitoring these metrics revealed opportunities that weren’t obvious before. When you can see that certain plan types consistently take longer, you can optimize those processes. When you can see that certain teams consistently have fewer errors, you can learn from their approaches. This is how standardization enables improvement—by creating the data needed to make better decisions.

Track key metrics:

• Implementation accuracy rates, measuring how often implementations match what was sold
• Time from Order to implementation, identifying bottlenecks and optimization opportunities
• Error rates and rework, tracking the cost of variation and inconsistency
• Customer satisfaction scores, ensuring that efficiency doesn’t come at the expense of quality
• Cost per implementation, measuring the efficiency gains from standardization

Real-World Example: Anthem Implementation

At Anthem, this model was implemented across multiple business segments:

National Accounts:

• Migrated from manual processes to Order-based flow
• Reduced implementation errors by 85%
• Cut implementation preparation time by 65%
• Improved customer satisfaction scores by 30%

Local Business (Large Group):

• Applied same model to large group sales
• Achieved similar error reduction and time savings
• Enabled 40% increase in implementation volume without additional staff

Results:

• Annual cost savings: $8-12 million
• Customer retention improvement: 12%
• Implementation cycle time reduction: 35%
• Regulatory compliance: 100% audit success rate

Why Insurance Companies Should Adopt This Model

The Order-based implementation model represents a proven, scalable approach that delivers measurable business value. Insurance companies should adopt this model because:

1. Proven Results: Demonstrated success at a Fortune 50 company
2. Significant Headcount Reduction: Eliminates 38-55 FTE positions through process standardization and automation
3. Standard Platform: Uses Salesforce standard objects, reducing complexity
4. Scalable Solution: Works for companies of all sizes
5. Measurable ROI: Clear cost savings and efficiency gains ($23-80 million annually)
6. Competitive Advantage: Faster, more accurate implementations
7. Regulatory Compliance: Built-in audit trail and documentation
8. Customer Satisfaction: Improved experience and retention
9. Operational Efficiency: Standardized processes drive consistency and reduce variability

For Insurance Companies Looking to Reduce Headcount with Salesforce:

This model provides a clear path to reducing operational headcount through:

• Process Standardization: Eliminates variation and redundant work
• Automation: Reduces manual tasks and data entry requirements
• Error Reduction: Fewer errors mean fewer people needed for corrections
• Scalability: Handle growth without proportional headcount increases
• Cross-Functional Efficiency: Standardized processes enable better resource utilization

Resources

• Salesforce Help: Order Object
• Salesforce Help: Quote Object
• Salesforce Help: Order Line Items
• Salesforce Help: Quote Line Items
• Conga Composer: Your Document Generation Solution - Learn how to create frozen implementation documents
• Use Salesforce OmniStudio (Vlocity) to Digitally Enable Business Processes - Understand how OmniStudio powers this implementation
• Take Salesforce to New Heights with OmniStudio - Comprehensive guide to OmniStudio capabilities
• The Story of Salesforce Joe - Learn how the Anthem implementation contributed to Salesforce’s acquisition of Vlocity
• Managing End-to-End Health Insurance Business Process with Salesforce - Comprehensive guide to health insurance processes

Conclusion

The Order-based model for structuring medical plans represents a proven approach that delivers significant business value. By leveraging Salesforce’s standard Order object and creating frozen implementation documents with Conga Composer, insurance companies can:

• Eliminate costly implementation errors
• Streamline operations and reduce costs
• Improve customer satisfaction and retention
• Enable scalable growth
• Achieve regulatory compliance

The results achieved at Anthem demonstrate that this model works at scale and delivers measurable ROI. Any insurance company looking to improve implementation accuracy, reduce costs, and enhance customer experience should consider adopting this proven approach.

The question isn’t whether you can afford to implement this model—it’s whether you can afford not to.