Some people see a challenge as a challenge. For others, like Help On Demand’s now-President John Kurath, it’s an opportunity. While we were born for the insurance industry, we have found there are many other industries who can use the Help On Demand technology.
As one example, back when the Affordable Care Act passed in 2010, the time in which Consumers could shop for, decide on and enroll in a healthcare plan, or change plans, went from any time during the year to a several-month open enrollment period. The healthcare and insurance systems were somewhat fragmented, and only had so much capacity to connect Consumers with brokers who could then help them connect with the right plans. The challenge was fueled by the fact that so many brokers were independent contractors so you never knew their availability. John saw the rigors of the first two open enrollment periods and knew there had to be a better way—and ultimately a better, more efficient Consumer experience.
Two questions immediately came to mind: How do we do 12 months of work in two months and make sure we are helping Consumers in the best way possible? And how do we help health insurance marketplaces match Consumers with an Expert who is available right now? Then, inspiration from another sector: The U.S. power grid and its energy shift. When it’s still cool in Colorado in April, for instance, Florida and California are heating up and people are turning on their air. Then in November when Colorado is seeing snow and people are turning up the heat, weather in Florida and California is moderate. It’s a network approach to load balancing the capacity issue. Then, a thought: There was enough capacity in the insurance industry, but it was not organized so that Consumers were getting help when they needed it and how they wanted it.
With that, the solution to the challenge—the Help On Demand concept—was born. From the very beginning, the vision was to create a system that would connect people faster—when and how they preferred to be connected with. It was originally developed and launched for healthcare exchanges in an industry in which John and others who quickly joined him had decades of combined experience and knew they could have the greatest immediate impact. Yet, it is a concept that truly transcends companies in all professional service industries with fragmented customer service and distribution or independent contractors.
It’s also a concept that meets or even exceeds the “on-demand” expectations of today’s Consumers who know if they want to buy a pair of shoes, they can go online, order and receive them the same or next day. Or if they need a ride, they can order one to arrive at their location within minutes.
Years later, that’s what Help On Demand continues to refine and deliver—Expert help for consumer referrals within seconds.
GET TO KNOW OUR LEADERSHIP
More about John
My role: I ensure we have the tools to best serve our customers.
What I’d love to use Help On Demand’s technology for in my life: It’s a toss up: To match my missing socks or help coordinate our kids’ rides and events with our busy schedules.
3 fun facts about me: I love the busyness of our household, having five kids. I love anything outdoors in the mountains: hiking, back packing, snow shoeing, fly fishing and kayaking. I also love the ability to be creative in business and seeing how that can translate to better lives for everyone involved.
Chief Financial Officer
More about Clare
My role: I’m a finance ninja warrior and strategic planning guru.
What I’d love to use Help On Demand’s technology for in my life:
I would love Help On Demand to reroute my household maintenance list!
3 fun facts about me: I’m a horse enthusiast, I love everything ocean related and I advocate for shelter animals.
VP of Application Development
More about Memo
My role: To supervise and provide technical guidance to the development team.
What I’d love to use Help On Demand’s technology for in my life: It would be cool if you could use Help On Demand to pre-sign in for Urgent Care.
3 fun facts about me: I love Star Wars. I’ve had the same personal email address since 1997. I am an introvert who loves speaking in public.
VP National Sales
More about John
My role: I lead the nationwide sales and marketing team, implementing effective sales strategies and partnerships to achieve or exceed sales targets and penetrate new markets.
What I’d love to use Help On Demand’s technology for in my life: I would use it to find homecare for an older family member.
3 fun facts about me: I like to camp and play golf. I am also a professional artist.
Senior Sales Representative
More about Maha
My role: I love helping clients grow their business as well as find out their strengths to help them grow professionally.
What I’d love to use Help On Demand’s technology for in my life: I would love to have this software for people who need to reach a mental health provider in their area to help them find the right psychologist or therapist that can answer them right away instead of waiting weeks to maybe get a call back.
3 fun facts about me: I enjoy music and love the ocean. I speak and write Arabic. I started college at 16.