Case Study: Confidential Client
A regional admin services organization dialed up success by optimizing their 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.
SOLUTIONS:
- Service Cloud
GO LIVE DATE: May 2019
Challenge
Operating across multiple Northeastern states, our client was looking to expand and improve its call center operations to handle the:
-
- 1. Rapid (and unexpected) growth due to the expansion of in-network providers
- 2. Influx of new patient calls and high volume of claim adjudication submissions
Additionally,
- 1. Average handle times had skyrocketed to 30+ mins due to lack of resource planning, inconsistent workflows, and a poorly configured CRM
Solution
The customer addressed these challenges by working with VALiNTRY360 to:
- 1. Conduct business process workshops to re-define workflows and identify areas for automation
- 2. Design a Contact Center Operating Model which provided greater insights to resource planning, key performance metrics, and assignment of caseload
Technical solutions also included:
- 1. 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
Results
average hold time reduction
with Service Cloud optimizations & integration
