In the complex and highly regulated healthcare industry, accuracy, scalability, and trust in compensation systems are critical. For Health First, Central Florida’s only fully integrated delivery network (IDN) with 9,000+ employees, outdated and unreliable infrastructure was putting broker and agent confidence at risk. Their existing Sales Performance Management (SPM) program couldn’t scale with growth, increased audit risks, and drained support resources.
9,000+ employees—with broker and agent compensation managed on systems that were unreliable, hard to scale, and audit-intensive.
The challenge was clear: Health First needed to align brokers and agents with a seamless SPM program that was reliable, transparent, and adaptable for future growth. At the same time, leadership wanted to lay the foundation for expanding into new markets through their Independent Producer channel—without adding unnecessary overhead or risking agent loyalty.
That’s when Health First partnered with Canidium. Leveraging its deep healthcare expertise and SAP specialization, Canidium implemented SAP Sales Cloud – Insurance Compensation Management (ICM) and integrated it with agent-facing and policy administration systems. The solution streamlined administration, reduced audit and scalability risks, and created a transparent, producer-friendly experience.
The project wasn’t just about technology—it was about building a future-ready foundation. By establishing scalable processes, optimizing headcount, and improving reporting, Canidium enabled Health First to reduce risk, improve efficiency, and strengthen producer engagement.
“Canidium was a true partner for Health First, helping us to establish the right foundation for our strategic needs – both now and in the future.” — Russell Bradley, Former VP of Operations, Health First
By the end of the transition, Health First had delivered a modern, sustainable SPM system that not only met today’s needs but ensured adaptability for tomorrow. What was once unreliable and resource-heavy became a streamlined, scalable platform built for growth.
In an industry where broker and agent loyalty drives long-term success, Health First’s story shows how the right combination of expertise, technology, and strategy can unlock measurable results.
FAQ: Health First, Canidium, and SAP ICM – A Compensation Transformation
1. Who is Health First and why did they need Canidium’s support?
Health First is Central Florida’s only fully integrated delivery network (IDN), employing 9,000+ associates. Their existing SPM infrastructure was unreliable, audit-intensive, and unable to scale—creating risks in maintaining broker/agent satisfaction and limiting their growth into new markets.
2. What were the biggest challenges Health First faced?
- Outdated, unreliable SPM systems that eroded broker confidence.
- Audit and scalability risks tied to manual and fragmented processes.
- Overhead drain, requiring more support resources than sustainable.
- Lack of a future-ready foundation for Independent Producer channel growth.
3. What technical barriers existed?
- No integrated platform for broker/agent compensation.
- Poor data governance and lack of reporting transparency.
- Siloed systems unable to support new market expansion.
4. How did Canidium partner with Health First?
- Implemented SAP Sales Cloud – Insurance Compensation Management (ICM).
- Built a data management platform with Informatica to support inbound/outbound integrations.
- Integrated with agent-facing and policy administration systems for seamless workflows.
- Delivered the project on budget despite scope and timeline challenges.
5. What solutions were implemented and what was the impact?
- Streamlined administration and reporting processes, lowering audit and scalability risks.
- Delivered a seamless SPM process across front office, back office, and independent producers.
- Optimized headcount, reducing support resources required.
- Established a foundation for growth in new markets.
- Ensured sustained ROI by creating a future-proof platform.
6. What measurable results did Health First realize?
- Reduced audit risk and improved compliance.
- Optimized support headcount compared to prior infrastructure.
- Improved producer experience with seamless integration and better transparency.
- Long-term sustainability ensured with future-ready systems.
7. What technologies were used?
- SAP Sales Cloud – Insurance Compensation Management (ICM).
- Informatica Data Management Platform.
- Integration with agent-facing and policy administration systems.
8. What role did executive leadership play?
Leadership championed the initiative, prioritizing scalability, compliance, and agent satisfaction. They supported Canidium’s implementation as a long-term foundation for strategic growth.
9. What feedback did Health First provide about Canidium’s role?
“Canidium was a true partner for Health First, helping us establish the right foundation for both current and future needs. Their healthcare domain expertise and SAP technical specialization gave us the platform we need to keep producers satisfied and engaged as we grow.”
10. Why should organizations with legacy or manual SPM systems choose Canidium?
- Proven ability to deliver scalable, future-proof SPM solutions.
- Deep healthcare industry expertise combined with SAP specialization.
- Demonstrated success in reducing risk, optimizing resources, and improving producer engagement.
- Trusted by enterprises to deliver on budget and on time.
