Infosys Helix: An AI-driven, cloud-based platform to transform the healthcare ecosystem

• Main Authors: HOE, Siu Loon, RAO-KACHROO, Mahima
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2024
• Subjects: Change agents; Business process outsourcing; Go-to-market strategy; Growth strategy; Technological innovations; SaaS; Artificial Intelligence and Robotics; Health Information Technology; Software Engineering
• Online Access: https://ink.library.smu.edu.sg/cases_coll_all/471; https://cmp.smu.edu.sg/case/6006
• Institution: Singapore Management University

Launched in 2019 by Indian technology giant Infosys, Helix reduced administrative costs associated with insurance claims in the US healthcare industry. The vast US healthcare industry required a seamless insurance membership experience—one that comprised administrative functions that were easily disrupted during the COVID-19 pandemic. Digitising such functions saved insurers administrative costs, saw revenue growths, and helped during erratic surges in demand. Most insurers tried incremental upgrades to digitise ageing platforms that were at least 20 years old. However, by the time the upgrades were completed, the platform was considered outdated once again. As a solution, many technology companies offered either ‘one-size-fits-all’ or extremely niche solutions. Noting the gap in the market for adequate solutions, Helix developed an AI-driven, ‘software-as-a-service’ (SaaS), modular technology. With this, independently-functioning administrative processes could be integrated into ageing systems, one process at a time. Eventually, Helix aimed to replace the client’s core administrative functions. Despite its capabilities, getting client’s employees to implement the Helix software into their workflow was hard. Nevertheless, the company persevered, and by May 2023, 5,000 client employees were using Helix in their workflow. Now, Vadiraj Guttal, Infosys Healthcare's AVP and Head of Platforms wondered how his team could better convince potential clients that Helix was an invaluable aid, and a truly effective partner in the healthcare insurance ecosystem. The case teaches students to learn how to apply a technology change management model, specifically the Prosci Awareness, Desire, Knowledge, Ability and Reinforcement (ADKAR) model, and John Kotter’s Eight Step Change Model.