Our healthcare client serving over 30,000 members in a midwestern US state, uses multidisciplinary care coordination to address the social determinants of health. Because our client was using an older version of its core platform, it required custom-coded workarounds and high levels of manual claims processing for several core administrative functions. These challenges led to low first-pass resolution rates, poor auto-adjudication rates, increased errors, delayed and inaccurate provider payments and ultimately higher costs per claim. Operating costs increased, in part because of the need to maintain the enhancements and customizations that were handled in house. As the platform version support period was ending, it put business-critical processes in a precarious situation.