Optimize the Customer Service Experience While Reducing Costs

Key Challenge
Increasingly, healthcare organizations are looking to create market differentiation by providing exemplary customer service. Escalating consumerism has made this task even harder. The business-to-consumer market is growing rapidly, and members are taking a more active role in their healthcare choices. What’s more, broadening insurance coverage means that service volumes are going up just when stricter cost constraints are being enforced. To be competitive, healthcare organizations need to provide superlative service, across all communication channels, with unparalleled efficiency.

The Solution
Payers are achieving new service levels while controlling costs by using Pegasystems’ Customer Process Manager Solutions for Healthcare (CPM-HC) which include Customer Process Manager for Member Services (CPM-MS) and Customer Process Manager for Provider Services (CPM-PS). On over 20,000 healthcare desktops, CPM-HC solutions have helped healthcare organizations achieve staggering results:

• 75% reduction in Average Handle Time
• 20% increase in First Call Resolution
• 10% decrease in duplicate calls
• 50% reduction in training time
• $10 Million saved annually