THE CHALLENGE: FRAGMENTED SYSTEMS, HIGH STAKES
Pharmacy Benefit Managers (PBMs) operate in one of the most demanding areas of healthcare communications. Every letter, every notice, every clinical update must be accurate, timely, and compliant. Yet many PBMs are held back by fragmented vendor ecosystems, rigid workflows, and inconsistent performance.
For one leading PBM, these challenges meant missed SLA targets, compliance risk, and strained internal resources. With uptime issues and slow turnarounds, they needed more than a vendor. They needed a partner they could trust.
THE SEACHANGE SOLUTION: SLA PRECISION AT SCALE
SeaChange replaced a patchwork of systems with a single-source, tech-enabled solution built for compliance, speed, and confidence.
Our approach delivered:
SLA-bound fulfillment with 99.99% delivery accuracy.
Real-time dashboards and 24/7/365 operational support for complete visibility.
Customizable templates + standardized formats for consistent branding and regulatory confidence.
Rapid processing where files printed, inserted, and mailed within 15 minutes of receipt.
Resilient continuity with two near-site facilities for instant disaster recovery.
THE RESULTS: CONFIDENCE RESTORED
With SeaChange, the PBM now processes over 12,000 letters daily without missing a beat.
What changed:
- 99.99% on-time SLA performance
- 3.7 million sheets produced annually
- Zero findings on compliance tracer audits
- Consolidated vendor management and streamlined oversight
A senior member of the team shared:
“SeaChange didn’t just meet expectations, they exceeded them. They became a true extension of our operations team, building not just a plan—but confidence.”
THE IMPACT: CONFIDENCE THAT PROTECTS BUSINESS AND BUILDS MEMBER TRUST
For PBMs, the true impact of getting communications right isn’t measured only in SLA reports. It’s measured in confidence. Confidence that members receive accurate, timely information about their benefits. Confidence that compliance standards are met without question. Confidence that internal teams can focus on higher-value work instead of chasing vendors and fixing errors.
With SeaChange, PBMs gain:
Business protection
Reduced compliance risk and reliable SLA performance safeguard reputation and revenue.
Operational freedom
Streamlined processes and vendor consolidation free up internal resources.
Member trust
Accurate, secure communications strengthen relationships at the moments that matter most.
READY TO DELIVER WITH CONFIDENCE?
SeaChange simplifies the complex so you can focus on what matters most: patient care and member trust.
Let’s start the conversation about how SeaChange can help.
Making Waves: SeaChange Client Success Stories
The marketing landscape is more complex than ever, with teams navigating multiple channels, tools, and platforms to engage their audiences. Yet, the principles of success remain constant: seamless integration, strategic planning, and measurable results.
At SeaChange, we partner with clients across industries to simplify the complexities of modern marketing. This series, Making Waves, highlights success stories that showcase how innovative thinking and an omnichannel approach deliver results.
Whether you’re optimizing for efficiency, streamlining workflows, or creating a better customer experience, these lessons will inspire your next wave of success.
