Abstract

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.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• 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
• and Critically examine the strategic impact of IT and CRM failures.

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