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VALiNTRY360 CASE STUDY: Confidential Client -- Optimizing Call Centers

A regional administrative services organization helping over 1 million customers control health costs, improve outcomes, and receive exceptional value for health care spend.

GO LIVE DATE: Early 2020


  • Service Cloud
Confidential Client Logo - VALiNTRY360


Operating across multiple Northeastern states, our client was looking to expand and improve its call center operations to handle the:

  • Rapid (and unexpected) growth due to the expansion of in-network providers
  • Influx of new patient calls and high volume of claim adjudication submissions


  • Average handle times had skyrocketed to 30+ mins due to lack of resource planning, inconsistent workflows, and a poorly configured CRM
Optimizing Call Centers Challenge - VALiNTRY360 copy


The customer addressed these challenges by working with VALiNTRY360 to:

  • Conduct business process workshops to re-define workflows and identify areas for automation
  • Design a Contact Center Operating Model which provided greater insights to resource planning, key performance metrics, and assignment of caseload

Technical solutions also included:

  • Integrating telephony platform with Service Cloud to create a streamlined process based on queuing theory
  • Developing management level dashboards to provide real-time insights to workload, queue metrics, handle times, and agent availability
Optimizing Call Centers Solution - VALiNTRY360


18 MINUTES less Hold Time - VALiNTRY360

average hold time reduction

with Service Cloud optimizations & integration

2 HOURS saved of work saved per day - VALiNTRY360

net savings of manual work per agent per day

per agent per day