CRM Implementation Failure at Cigna Corporation
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(Case Code: ITSY050) click on the button below, and select the case from the list of available cases:
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Please note:
This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.
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Case Details: |
Price: |
| Case Code |
: |
ITSY050 |
For delivery in electronic format: Rs.
300;
For delivery through courier (within India): Rs. 300 + Shipping & Handling Charges extraThemes
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| Case Length |
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14 Pages |
| Period |
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2000-2005 |
| Pub Date |
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2005 |
| Teaching Note |
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Not Available |
| Organization |
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Cigna
Corporation |
| Industry |
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Health Care
Insurance |
| Countries
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US |
Abstract:
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The case gives a detailed account of the Information
Technology (IT) and Customer Relationship Management (CRM) initiatives
implemented by the HealthCare division of Cigna Corporation, the third largest
health care services provider in the US. The case details the circumstances that
led the Chief Information Officer of Cigna's HealthCare division, Andrea Anania,
take up IT systems migration projects and how the hasty and poor CRM systems
implementation affected the organization's business operations and customer
service. The case then focuses on the steps taken by Cigna to solve the problems
and the steps taken by the company to achieve effective migration to new
systems.
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Issues:
» Understand the rationale behind companies going for IT overhaul and CRM
initiatives.
» Study and analyze the problems faced during migration to a new system.
» Examine the reasons for failure of such projects.
» Analyze the role of Chief Information Officers in such implementations.
» Critically examine the strategic impact of IT and CRM failures.
Contents:
Keywords:
Cigna Corporation, Cigna Healthcare, Customer Relationship
Management, CRM Software Implementation, Accelerated Solution Environment Tools,
Systems Migration, MyCigna.com, Claims Processing System, Customer Service, IT
Overhaul Project, Cignature Suite, Cigna Corporation and Cigna Healthcare
CRM Implementation Failure at Cigna Corporation
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