Turning Communications Inventory into Enterprise Value

Helping Health Plans Reduce Communication Costs, Improve Member Experience, and Build the Foundation for Intelligent Orchestration

Large health plans manage hundreds or thousands of member communications across disconnected business areas, platforms, vendors, and channels. Without a consolidated inventory, leaders may lack the visibility needed to identify redundant outreach, coordinate member touchpoints, prioritize investments, or measure the value of individual communications.

Engagys helps health plans transform fragmented communications into a strategic enterprise asset. We bring communications together in a centralized, taxonomized inventory, then apply governance, rationalization, and member-centric design to uncover savings and improve the member experience.

Our work extends beyond documenting existing touchpoints. We build the tools, frameworks, and business cases health plans need to manage communications more effectively and prepare for digital transformation, personalization, and orchestration.

For one health plan, Engagys established a touchpoint governance operating model, developed an objective prioritization framework, and created a communication best-practices playbook. The resulting rationalization recommendations identified $10 million in potential savings.

From Inventory to Measurable Impact

1. Map the Communications Ecosystem

We collect, organize, and attribute member communications across channels, systems, programs, and business areas.

For one health-plan initiative, the inventory grew 7x in two months, consolidating approximately 900 touchpoints from 11 sources. The resulting taxonomy provided visibility into communication volume by business area and contract level.

2. Build a Practical Enterprise Taxonomy

We apply consistent classifications and attributes so health plans can understand their communications library and make informed decisions.

Engagys has built intelligent engagement taxonomies, tagged member interactions, and partnered with development teams to implement taxonomy and content-modularization recommendations. This work increased actionable visibility into the communications library.

3. Establish Governance and Prioritization

We design the operating model, committee structure, resources, and objective review criteria required to manage communications consistently.

One governance initiative included a communication best-practices playbook, an objective touchpoint prioritization framework, and adoption across more than 20 business areas.

4. Rationalize & Reimagine Communications

Using the inventory and prioritization framework, we identify opportunities to consolidate, eliminate, digitize, or redesign communications.

Our approach connects near-term quick wins to a longer-term transformation roadmap, helping organizations improve individual communications while developing scalable enterprise capabilities.

Project Approach

• Map the Inventory: Identify and consolidate member touchpoints across business areas, systems, channels, and vendors.
• Build the Taxonomy: Create a consistent attribution structure that supports analysis, governance, and future technology.
• Prioritize Opportunities: Evaluate communications based on business value, member value, cost, performance, and experience.
• Rationalize Touchpoints: Consolidate overlapping communications and reduce unnecessary or conflicting outreach.
• Reimagine the Experience: Optimize high-value communications and identify opportunities for digital adoption.
• Build the Business Case: Quantify potential savings and define the roadmap for implementation.

Communications Inventory Creates a Foundation for Transformation

A centralized inventory makes communications visible. Taxonomy makes them understandable. Governance makes them manageable.

Together, these capabilities allow health plans to identify cost-saving opportunities, reduce member abrasion, improve individual communications, and prepare their organizations for more coordinated member journeys.