A leading mid-sized healthcare cost containment provider, recognized for its technology-enabled solutions in subrogation and third-party liability (TPL) claim detection, was poised for a transformative expansion. Following the acquisition of a specialized business unit from a major healthcare conglomerate, the organization faced the critical task of migrating legacy operations onto its modernized platform. Liberty Advisor Group was engaged to steer this complex carve-out, orchestrating a multi-vendor ecosystem and ensuring a seamless data migration that would allow the company to operate independently and exit the TSA in a timely manner.

The acquired business unit, integral to pre-bill TPL review and recovery services, operated on a fully custom, outdated technology stack. This legacy environment presented several challenges:

• Complexity of Legacy Systems: The inherited platform was deeply customized, with limited documentation and significant technical debt, making migration and integration inherently risky.
• Vendor Ecosystem Management: Five distinct vendors were involved, each responsible for critical components- data ingestion, integration middleware, CRM customization, business process outsourcing, and document management. Coordinating these vendors to align with the migration timeline required Liberty to push each vendor to iteratively work together to better communicate key risks/issues and collaboratively run mock data migration tests and production cutovers.
• Transition Service Agreement (TSA) Oversight: The TSA was developed before Liberty onboarding and did not contain provisions around the SLA of data transfer. This created ambiguity on what each side was responsible for and accountable for.
• Business Client Expectations: The customers for the acquired business had high service-level expectations that made any downtime in the data migration unacceptable. To date, the business had catered to any needs of the clients resulting in customization and variation across customers.
• Late Point of Engagement: Liberty entered this initiative towards the finish line well after decisions made around budget, staffing, scope, and TSA guardrails were already defined and expectations were not set appropriately. A key goal of Liberty’s was to level set everyone on what was achievable, outside of current expectations.

Liberty Advisor Group deployed a comprehensive program management framework, leveraging deep expertise in technology integration, vendor management, and carve-out execution. Our approach included:

• Program Recovery and Realignment: We quickly assessed the program’s status, identified bottlenecks, and established a robust governance structure. This included weekly steering committee meetings, milestone tracking, and risk management protocols.
• Scope / Business Process Alignment: Liberty held workshops to walk through the end-to-end lifecycle of a client and identify key requirements and features the new platform required. A fit/gap to existing legacy system capabilities set the ‘like for like’ MVP standards that the new platform had to have prior to the next migration. This also created a backlog or initiatives to go on the product roadmap post TSA exit.
• Vendor Orchestration: Liberty acted as the central point of coordination for all five vendors:
  • Custom Data Ingestion: Oversaw the migration and transformation of legacy data, ensuring accuracy and completeness.
  • Integration via MuleSoft: Managed the build-out of integration points, enabling seamless data flow between systems.
  • Salesforce Customization: Directed the configuration and tailoring of the new CRM to support unique business processes and reporting needs.
  • Business Process Outsourcing (BPO): Coordinated outsourced operations to maintain service levels during the transition.
  • Document Management Deployment: Supervised the rollout of a new document management solution to ensure secure, compliant handling of sensitive healthcare data.
• TSA Management: Maintained ongoing communication with the parent company, meticulously tracking TSA deliverables and ensuring all obligations were met without disruption.
• Change Management and Stakeholder Engagement: Proactively engaged business leaders, end users, and IT stakeholders through transparent communication, training, and support, minimizing resistance and accelerating adoption.
• Testing and Validation: We facilitated daily data migration testing working sessions to drive confidence in the ability to successfully cutover from legacy to new platform. Liberty also worked with the client to stand up ongoing business testing and break/fix production support processes.
• Governance: Liberty ran weekly Steering Committee meetings with leadership to drive top-down guiding principles for the internal and external team members. This Steering Committee regularly discussed timelines, project risks/issues and weekly had key decisions required of them to help steer the team during this volatile TSA exit.

The coordinated efforts of Liberty Advisor Group delivered tangible, business-critical results:

• Seamless Data Migration: The legacy business unit was successfully transitioned onto the client’s modern platform with zero unplanned downtime, preserving the organization’s reputation for reliability and service excellence.
• Improved Customer Experience: With the new platform, customers are enabled to have better visibility into their data compared to the previous legacy system. Customer service team members can build self-service reports in a modern user experience.
• Risk Mitigation: Proactive risk identification and mitigation strategies ensured full compliance with TSA requirements, avoided financial penalties, and protected sensitive data throughout the migration.
• Vendor Synergy: Effective orchestration of five specialized vendors resulted in a unified, future-ready technology ecosystem, eliminating silos and enabling rapid response to evolving business needs.
• Stakeholder Confidence: Transparent communication and structured change management fostered trust among internal teams, external partners, and the parent company, ensuring buy-in and smooth adoption.

By leveraging Liberty Advisor Group’s proven expertise in complex carve-outs and technology integration, our client was able to prevent further spend of the TSA. Our action-oriented, hands-on approach realized successful migrations of each customer and ensured business operations were able to maintain a consistent level of customer service.

If your organization is navigating a carve-out, acquisition, or complex technology transition, partner with Liberty Advisor Group to drive results and realize your strategic vision. Reach out to us at libertyadvisorgroup.com to start your transformation journey today.