How we scaled Upside’s placements with Digital Transformation for health plans
Case Study 5 min read
Project Overview
Upside works with health plans to deliver fast, measurable housing placements for vulnerable members. The aim is to reduce churn and avoidable utilisation, then prove return on investment with real outcomes. Their team needed a cleaner, faster operational backbone to manage referrals, outreach, and housing placements at scale.
Competenza Innovare partnered with Upside on a focused digital transformation of their CRM and data workflows. We rationalised objects and fields, streamlined member and housing pipelines, automated repetitive tasks, and rebuilt reporting so leaders could see performance, caseloads, and bottlenecks in one place. The work supported Upside’s promise to place members directly, remove vendor delays, and scale delivery across markets.
The engagement improved day-to-day usability for outreach teams and gave operations leaders dependable reports. This alignment between frontline tasks and leadership visibility set the stage for more placements and stronger plan retention. Results noted by the client included cleaner data, easier logging, and less time spent chasing information.
About The Client
Upside delivers fully managed, performance-aligned housing for Medicaid, Medicare, Medicare Advantage, and D-SNP members. The offering is designed to help older adults and other vulnerable members live in the right place with the right level of support, while giving health plans a scalable, ROI-proven path to better outcomes.
CLIENT COMMENTS
“They really cared about what we were trying to do. They made suggestions and helped us think about stuff we didn’t even ask for.”
Problem Statement
Upside was scaling placement programs across new markets. Referral volume increased, case notes and tasks multiplied, and managers needed accurate roll-up views of caseloads and outcomes.
Existing tools had grown organically: duplicate fields across objects, free-text activity logging, and reports that didn’t match. SLA tracking was inconsistent, so reminders arrived late and handoffs were missed.
Teams spent too much time finding information instead of advancing cases. The effect was slower triage, uneven data quality, and limited visibility into where capacity was tight and which steps reliably moved members from referral to placement.
Fragmented fields and objects that made data entry slow and error-prone.
Manual logging for outreach and support that took time away from member work.
Reports that were hard to trust for caseloads, throughput, and outcomes.
Limited alerts for SLAs, leading to late follow-ups and missed handoffs.
Too much time spent “chasing data” across views and exports.
Our Approach
We aligned with Upside’s operations and product leads to map the end-to-end flow from referral to placement and post-placement support. Then we executed a series of short sprints to simplify the CRM model, automate routine work, and rebuild analytics with clear ownership. This mirrored our playbook of discovery, build, test, and release in small, safe steps.
What We Built
We delivered a set of CRM and analytics improvements that made daily work simpler and reporting dependable.
Here’s a closer look at what we delivered:
Intake triage with statuses, reasons, and timestamped transitions.
Guided logging for outreach touches to speed data entry and improve consistency.
Placement pipeline views with filters for region, plan, and priority cohort.
SLA alerts and follow-up tasks generated from clear rules.
Leadership dashboards for pipeline health, time-to-placement, and variance by market.
Data hygiene jobs to flag missing fields and stale records.
Export templates for plan reporting and audits.
Tech Stack Used
We worked inside Upside’s existing CRM and data stack, adding lightweight automation and reporting layers where they created the most lift. The emphasis was on usability, data hygiene, and audit-ready outputs.
Project Results
With Competenza’s Digital Transformation services, Upside simplified CRM workflows, automated intake and follow-ups, and rebuilt reporting for pipeline visibility.
The improvements helped outreach and housing teams move faster from referral to placement while giving leaders a reliable view of caseloads, bottlenecks, and outcomes across markets.t
2.7x faster
referral triage and assignment through guided intake and automation.
45% less
manual entry per member and interaction record using structured forms for logging.
96% SLA met
on outreach and follow-up tasks after alert rules and queues.
Instant reports
for caseloads, throughput, and outcomes via unified dashboards.
Industry Insights Financial Times
“Peer-reviewed evidence suggests housing-insecurity programmes can yield a 50% average ROI for health plans when designed and measured well.t”
Success Stories We Are a Part Of
Related Services
Digital Transformation
Modernise processes, data, and workflows so teams move faster and leaders get clean visibility. We redesign systems, automate routine tasks, and ship measurable improvements without disrupting day-to-day operations.
Application Development Services
Design and build scalable applications across mobile and web that fit your workflows. We align requirements, ship iterative releases, integrate securely, and support ongoing performance, reliability, and maintainability.
Web Development
Build modern web applications with clean UX, robust APIs, and cloud-ready architecture. From MVPs to enterprise portals, we deliver fast performance, accessibility, analytics, and CI/CD for continuous improvement.
Trusted Digital Transformation Partner for Ecommerce Organizations
Transform your digital assets and operations with measurable, low-risk sprints
