Delivering 60+ Tenant Onboardings and Reduced Overhead for a HealthTech Firm
60+
Tenants onboarded with minimal development effort2
Mobile platforms enabled through a single app for faster rollout1
Multi-tenant platform replacing the legacy single-tenant modelMulti-million-member base served through an accessibility-first experience
The Challenge
Scaling a Legacy Member Platform for Growth, Accessibility and Ease of Use
The client’s legacy single-tenant web platform was difficult to scale, customize and onboard across multiple health plans. Members lacked a native mobile experience and often had to navigate a complex web interface on mobile browsers. This contributed to high call center volumes, particularly for OTC ordering and order status checks. At the same time, the business was preparing for rapid growth across a multi-million-member base, creating urgency to improve both platform scalability and operational readiness. Accessibility-first and multilingual experience requirements added further complexity for a user population with specialized needs.
Sutherland Solution
Multi-Tenant Mobile Modernization for Member Experience
- Re-architected the legacy monolith into a modular, configurable multi-tenant SaaS platform
- Enabled configuration-driven onboarding with no-code branding updates and catalog configuration for faster tenant setup
- Built a single hybrid mobile app using containers and reusable web components to support both iOS and Android
- Applied a PWA-based deployment approach to reduce dependency on frequent app store updates through server-driven enhancements
- Designed the experience around accessibility and multilingual needs aligned to seniors and members with disabilities
- Load-tested and engineered the platform for elastic performance to support high-volume peak usage patterns
The Outcome
Greater Scalability, Better Member Usability and Lower Service Burden
The modernization program delivered meaningful business value across platform scalability, member experience and operational efficiency. By shifting from a single-tenant legacy model to a modular, multi-tenant SaaS architecture, the client was able to onboard 60+ tenants with minimal incremental development effort. This created a more scalable operating model that better supports growth across multiple health plans.
The new mobile-first experience also improved usability for Managed Medicare members by delivering a simplified, native-like experience designed for accessibility and convenience. At the same time, self-service OTC ordering and order status visibility helped reduce operational overhead by lowering call center inquiries. Shared logic and reusable components across web and mobile improved maintainability and supported ongoing enhancements with less upgrade burden.
