Business Issue

Granted a license by the Centers for Medicare & Medicaid Services (CMS) to provide prescription drug coverage under the new Medicare Part D plan, CSC was under a three-month deadline to launch its program.

Impact

CSC needed a solution to handle the inquiries and process the enrollments for hundreds of thousands of potential members per month. They needed to rapidly roll out a new call center capable of handling complex processes and procedures, one with the ability to swiftly adapt and ensure compliance in an environment subject to constant program and regulatory change.

Solution

CSC used Pegasystems technology as the foundation for its Medicare Part D BPO operations. Customer Process Manager for Member Services was rapidly deployed and then easily extended to provide sales, service and enrollment functionality that enabled CSC to provide superior customer service and grow its business exponentially.