Financial Services & Health
CBHS Health
Technology platform reviews and recommendations
About the client
Commonwealth Bank Health Society (CBHS) was created to give CBA employees access to affordable private health care. Now one of Australia's largest member-owned health funds with over 200,000 members, CBHS was undertaking a broad digital-first member experience transformation when they engaged Zuni.
The challenge
As part of a digital-first member experience and new member acquisition project, CBHS needed to redevelop their existing website and customer portal, and source a more flexible booking system for managing client events. They needed independent, rigorous advice on which platforms to choose – and a process that would bring senior stakeholders to a clear, shared decision.
Our approach
Zuni reviewed all existing CBHS requirements documentation relevant to content management and event booking, and mapped these against their broader systems landscape – including a planned Salesforce CRM and Marketing Cloud extension.
Through a series of workshops with staff across technical, usability, support, and cost dimensions, Zuni identified that CBHS required more than standard CMS functionality – they needed a Digital Experience Platform capable of tailoring content to different member and prospect types, alongside a booking system that could integrate with their existing Salesforce environment.
Zuni developed formal scorecards for both the CMS/DXP and event management system categories – evaluating platforms across functionality, ease of integration, support availability, internal usability, and total cost of ownership. Recommendations and rationales were presented to senior stakeholders through formal presentations designed to work both at a high level and in granular technical detail.
The outcome
CBHS senior staff reached a clear consensus on which platforms to move forward with, with shared understanding of the rationale behind each decision. By presenting a range of options rather than a single recommendation, Zuni ensured the insights remained useful as requirements evolved – giving CBHS a durable decision-making framework rather than a point-in-time answer.
Services involved