01 · Context
Benefits run on carrier data.
GoCo is an HR and benefits platform for small businesses, later acquired by Intuit. I led two product pods there: carrier connectivity, broker and agent experiences, and sales enablement.
02 · Problem
91 days, fixed by hand.
A carrier implementation took 91 days, and carrier errors and discrepancies were resolved through manual workflows.
03 · Decisions
The calls, and what they cost.
Decision 1
Fix it in the product
- What I did
- Introduced in-platform resolution of carrier errors and discrepancies, replacing the manual workflows.
Decision 2
Build on IDEON connectivity
- What I did
- Built the workflow on IDEON carrier connectivity.
04 · Influence
Changing how the work got done.
This sat in the carrier connectivity pod, one of the two I led.
05 · Outcome
What changed.
Implementation time fell 68%, from 91 days to 29. Active coverage periods grew about 150% in one year.