We have been excited to share our new approach to managing service requests that will improve efficiency, transparency and the user experience. This transition will happen in three phases and deliver fully digital communication relationship management model through our new EviCore Communication Relationship Management (ECRM).
We are now going live with Phase 2 – External ECRM Catalog
Phase 2: ECRM Catalog launch and training
The ECRM trainings will continue and the catalog will be available on 2/2/2026. During this time, we will still support email submissions but submitting through the ECRM Catalog will be preferred.
Things to know and do:
Updated Verbiage on Notifications
You will see new information in your notifications:
We’re improving the way requests are submitted and tracked. Going forward, please begin submitting your requests through the ECRM Catalog. Using the portal helps ensure accurate routing, reduces delays, and provides better visibility into the status of your requests.
ECRM Link: https://ecrm.evernorth.com/ecrm
Email submissions will continue to be accepted for now; however, beginning on 4/1/2026, all email submissions will be redirected to the ECRM Catalog: https://ecrm.evernorth.com/ecrm
Thank you for your partnership as we make this transition. Let me know if you need assistance navigating the catalog or submitting a request.
How to Access & Register
Additional Resources:
- Discover More with our ECRM Resources
- Providers Signup for training: https://evicore.webex.com/mw3300/mywebex/default.do?siteurl=evicore&service=7
- Clients: Get with your personal client manager to schedule a DEMO
- CIGNA: Please email clientservices@evicore.com with the subject line “ECRM Training Request"
What's new:
Self-service tools
- Submit and track requests directly in the portal
Training options
- On-demand tutorials and guides
- Scheduled team training sessions
- Live webinars with Q&A
- Dedicated support for onboarding
What stays the same:
- Client and provider SLA turnaround time
- Reliable communication and service request resolutions
- Our commitment to helping you feel confident and supported throughout the transition
- ECRM will NOT replace EviCore's provider portal for the submission of prior authorization requests or any tasks related to them (i.e., peer-to-peer scheduling)
Phase 3: Full ECRM Catalog adoption
Starting in Spring 2026, all requests should be submitted through the ECRM Catalog. We will no longer accept email submissions.
What’s new:
Better service
- Improved consistency and speed through our new, streamlined intake process
- Real-time answers from our interactive chat feature and a library of self-service information
Better response time
- Improved turnaround time on service requests
- Service request submissions, status checks, updates and results available 24/7
Better reporting
- Real-time visibility and SLA tracking to improve customer satisfaction
- My Case Dashboard, where users can view and filter submitted requests
- More robust analytics on KPIs and trends for clients
What stays the same:
- Requests directed to the right team, eliminating the time-consuming routing process
- Ability to independently view and update requests without a third party
- Dedicated client success teams to answer your questions
- Help desk access and live chat support within the application
- Training continues through 2026
- ECRM will NOT replace EviCore's provider portal for the submission of prior authorization requests or any tasks related to them (i.e., peer-to-peer scheduling)
Thank you for partnering with us as we create a better experience for you and your customers. We’re excited to bring you this easier, more streamlined customer relationship management process through the ECRM Catalog. In the meantime, if you have questions, please email ECRMSupport@evicore.com.
EviCore by Evernorth | 730 Cool Springs Blvd | Franklin, TN 37067 US
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