Advanced member communications for pharmacy benefit managers

GMC INDUSTRY BRIEF
Advanced member communications
for pharmacy benefit managers

The pharmacy benefit management
(PBM) business is in the midst of unprecedented
and swift-moving change,
driven by healthcare reform, expanding
health management initiatives, pressure
to control prescription costs, and fierce
competition. In this dynamic business
environment, highly effective and personalized
communications that foster
strong member relationships and allow
for targeted messaging will help your
company stand apart.
Building positive relationships and loyalty with members
and business partners through timely, value-added business
communications is key to differentiating your PBM in
a crowded and complex market environment.
GMC Software Technology’s member communication mana-
gement solution enables pharmacy benefit management
companies to overcome the complexities and costs associated
with providing highly relevant, personalized communications
that solidify relationships and respond quickly to
market conditions. Our goal is to help you align with the
interest of each of your client segments, offering real-time
informative, personalized communications that improve
member acquisition and satisfaction, strengthen the allimportant
relationships with pharma, insurance, and retail
partners, and grow revenues.
Engaging members and stakeholders
takes a personal touch
The goal of every pharmacy benefit management company
is to provide the greatest opportunity to encourage
smarter prescription-drug choices and achieve the lowest
total plan cost. GMC’s intuitive technology provides PBMs
with the tools needed to develop documents of all types
that engage individual members in a one-to-one conversation
that promotes preventative care, treatment management,
and satisfaction. Our solution makes it easy to
produce informative communications tailored to specific
preferences, and deliver them in a manner that is the
most convenient for members and business partners –
whether that is print, email, online presentation, SMS messaging
or other mobile platforms.
Easy-to-understand statements and invoices will also
reduce member calls and build trust and rapport. Accessing
the data you already have from member order or benefit
systems, our software makes it possible to design and implement
even the most complex personalized communications
with a full range of data handling, layout, graphical
workflow, color management, content collaboration, approval
and proofing, and message management capabilities.
It’s an easy-to implement solution that enables faster
onboarding of new members and implementation of new
member benefit plans and marketing initiatives.
Managing the volume of needed communications can
be a challenge for both the recipient and the sender.
GMC’s software makes it possible to quickly and easily
repurpose information and consolidate documents across
all channels. The benefits are reduced costs, a higher level
of operational efficiency, and greater member satisfaction.
Reducing complexities, increasing agility
GMC’s single-platform approach to communication mana-
gement offers the most secure, reliable, and scalable solution
on the market today. Its modular design, SOA architecture,
and robust integration capability with existing infrastructures,
formats, processes, and data flows support seamless implementation
and operation with lower total cost of owner-
ship. Our intuitive interface reduces dependency on IT resources,
bridges organizational silos, and avoids the need for
additional solutions to address changing market demands.
With our automated workflow capabilities you can eliminate
cumbersome, slow manual processes and easily create
personalized, on-demand communications such as preventative
care and case management correspondence.
Ensure compliance is streamlined by the ability to include or
exclude specific content based on effective dates for changing
regulations. Additionally, having the operational dexterity
for business users to make simple yet controlled changes
enables rapid, compliant adaptation to new market and
regulatory conditions as they occur.
Repurpose legacy systems to support
customer preferences
Every enterprise today must be organized around its customer’s
preferences. When it comes to producing and
delivering consistent multichannel communications, coordinating
multiple, separate legacy applications and systems
can be a time consuming and costly process. It often

involves the expensive parallel development of multiple
separate channel communication systems to overcome inflexible
and obsolete print-centric software.
Taking a holistic, evolutionary approach, rather than a
disruptive revolutionary one, GMC’s customer communications
management solution avoids the need to rebuild
data structures, content and business logic, thus pre-
serving the value of existing environment integration in
legacy systems.
With GMC’s flexible architecture and multichannel scope,
legacy application print output can instead be easily repurposed
– enabling you to access the legacy communications’
customer data and content and transform it into
new communications that can be sent through your customer’s
channel of choice. Business users can take existing
customer information and content, extract it, reformat it
and recompose it with other targeted data to create highly
personalized color communications with variable images,
marketing messages, dynamic graphs and much more for
print or digital channels without the need to touch any of
the backend systems and processes or enlist IT support.
On-demand access for greater responsiveness
Having the ability to provide instant response to members
and industry partners is critical, and it’s made possible
through our extensive interactive capabilities. Using our
Web-enabled solutions, turning traditional paper-based
processes into a dynamic, paperless, browser-based flow
with communications that are timely, yet stay consistent
with corporate branding and compliance requirements
couldn’t be easier.
For even greater convenience, templates can also be uploaded
to your website allowing CSRs to view documents
in true fidelity, making member interactions more productive.
Member relationships are further enhanced with dedicated
member portals that make it possible to view documents
in real time. Additionally, business users can further
increase responsiveness with the ability to edit content and
add marketing messages, all within a controlled, defined
process.
The GMC advantage
• A single platform for designing, maintaining, and delivering
coordinated, consistent communications
• Leveraging existing business applications for member
delivery preferences
• Get to market two to three times faster with new
products and services
• Raise the level of member satisfaction and loyalty
• Add targeted, informative healthcare information to
transactional documents
• Extend content and control via Web browser
• Minimize risk and ensure regulatory compliance
• A scalable solution that improves efficiency and reduces
costs
• Expert consulting, training, service, and support to
get the most from your investment
A complete enterprise solution
GMC offers more than a powerful software solution. Our
PBM professional services team is available to provide the
expert consulting, training, service, and support you need
to design, implement, and operate an end-to-end member
communication management solution that is aligned
with your business strategy and differentiates you from
your competitors. Our added support increases agility and
speeds migration significantly. From the simplest document
design to the most complex, GMC’s member communications
management solution is designed to handle
an extremely wide range of personalized applications efficiently
and accurately. Our comprehensive software suite
supports document composition capabilities that simplify
systems and procedures to deliver more cost-effective, efficient
member communications.
The perfect choice for all your applications
With GMC’s solution, you can easily create customized
• Letters and correspondence
• Bills and statements
• Order forms and refill reminders
• Pharmacy directories
• Member booklets, welcome kits, and ID cards
• Preventative care and other patient education materials
• Periodic personal statements
• Checks with MICR printing
• Marketing materials

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