Making Our Customers, Teams and Stockholders Happy: Quest Diagnostics’ Service Journey

Making Our Customers, Teams and Stockholders Happy: Quest Diagnostics’ Service Journey

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  • Marla Kouche, Executive Director, Quest Diagnostics

Saddled with disparate customer service tools, we knew there was a better way to help our Agents provide an enhanced customer journey. We deployed Pega Customer Service for Healthcare and delivered streamlined processing plus full customer information via a unified front-end to transform our customer service and strengthen our foundation for growth. The new system, called Agent Desk Top (ADT), makes it simple for our teams to provide higher value service to our customers. Half of all the physicians and hospitals in the U.S. have driven remarkable reductions in call handling and Agent training times.