Customer Spotlight – International Provider: Corporate and Government Wellness & EAP
Recursos Para La Vida Mexico City, June 28, 2010
Recursos Para La Vida (RPV) in Mexico City is one of the largest Employee Assistance Program and Corporate wellness coaching suppliers in Mexico, additionally providing Health and Wellness websites that offer Health Risk Assessments and educational tools to both Mexican national companies and large international corporations based in Mexico. They offer web and telephonic based coaching from their call center in Mexico City via three product lines: Corporate Training, Health & Life Coaching and Psychotherapy Counseling.
THE PROBLEM
With the recent demand and adoption of Wellness Programs in the US and Europe, the CEO of Recursos Para La Vida realized that they needed an online offering to support their business lines. Strictly using telephonic and paper based processes did not provide state of the art deliverables.
RPV has serviced both corporations and various benefits providers for years. However, they also had an ambitious goal to be the provider for the Mexican Government wellness initiative.
- Multi-Nationals such as: Wal-Mart, PepsiCo,
- International Benefits Consultants such as: Hewitt, Aon, Willis
- Mexican Federal Government – ISSSTE Division
REQUIREMENTS
The solution needed to be a fully integrated web-based offering in Spanish, tailored to the Mexican market, with support from a company that was capable of providing a comprehensive end-to-end solution. The desire was to have a single vendor supply all content and application software needed to support the on-line deliverable. The content package needed to include health assessments, educational information, behavioral change programs, web connectivity to the coaching process, biometric integration, and the ability to track and manage employee incentive programs that increase participation.
WHY CONVERGENCEHEALTH
While conducting an exhaustive search, RPV quickly determined that ConvergenceHealth was the only company that could meet their needs from a cultural, linguistic and technology perspective.
ConvergenceHealth was selected due to its state of the art application software capabilities, flexibility in creating multiple web designs and content offerings. A comprehensive offering of educational information, programs and services that included multiple partners and that was sensitive to Mexican culture and specific language requirements. ConvergenceHealth was the only company they found that provides the scope of services needed to build out the comprehensive web portal for RPV as well as the coaching CRM backend for integration with the call center.
IMPLEMENTATION
ConvergenceHealth provided the initial portal build-out in early 2009 for RPV. RPV customized simple portals for their corporate clients in the initial phase of rollout. The early success and adoption of Health and Wellness solutions by their clients soon expanded their business.
This success allowed RPV to present a comprehensive Wellness offering to the Federal Government, specifically providing the solution that the internal HR division, ISSSTE was looking for. The requirements to secure the contract included:
- Specific H1N1 assessment and educational program ultimately directing potentially compromised members to Clinics for further care.
- Comprehensive population management Health Risk Assessment customized specifically to Mexican culture and language.
- Specific Nutrition, Diet and Fitness Assessment integrated into a personalized program for the user.
- Comprehensive & extensive reporting as well as sophisticated analytics of web use and HRA results.
- Fully integrated Coaching CRM with direct access to individuals with High Risk health issues.
- Secure access to comprehensive government health database.
- Incentive Management capabilities integrate with usage.
- Integration with Government Clinic’s medical records.
- Launch date for initial division delivered by February 15th 2010 with rollout to multiple millions of users by year end.
CONVERGENCEHEALTH DIFFERENTIATION
ConvergenceHealth provided a comprehensive up-front analysis to completely understand the cultural needs and goals of RPV and their clients. Additionally, ConvergenceHealth had the ability to offer a quick delivery time for deployment, delivered in a reseller format for easy customization and client branded portals – was the key differentiator for RPLV. The inclusion of access to on-going, skilled account management and support, with an understanding of the undertaking to achieve RPLV Health & Wellness goals and company expansive was also a key factor in the decision.
MEASURING THE SUCCESS OF THE PORTAL
Recursos Para La Vida was able to leverage the initial project to win the contract with ISSSTE, to service millions of Mexico Government Employees and Family members.
The initial rollout was an outstanding success providing ISSSTE with hundreds of thousands of assessments taken and tens of millions of page views during just the first few months of operation in a ramp up mode of the roll out. Just the data alone from using the tools and programs provided evidence of the over-whelming success early on as well as directing significant numbers of the participants to the government clinics.
Four months post implementation, RPV and their client base continues to experience significant increase in the utilization thus tracking to meet and exceed their goals. The coaching operation has also been improved significantly and is experiencing increased participation and improved results.
The partnership of Recursos Para La Vida and ConvergenceHealth has clearly propelled both companies to the forefront in the Latin American markets as leaders in providing government and corporate based health and wellness solutions.