Optimize the Customer Service Experience While Reducing Costs

Key Challenge
Increasingly, healthcare organizations are looking to create market differentiation by providing exemplary customer service. Healthcare reform demands new levels of cost containment, and the leading cost containment strategies including performance based contracts and inventive care delivery models - such as Accountable Care Organizations and medical homes - all hinge on changing provider behavior. It’s no wonder that, to be competitive in reform-era healthcare, payers need to deliver superlative provider 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 Provider Services (CPM-PS) and Customer Process Manager for Member Services (CPM-MS). 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