Anthem creates next-generation service desktop with Pega Customer Service
"Pega Technology is the real heartbeat of Solution Central. It’s the asset that we’re leveraging, given the expertise of their healthcare framework, the power of the work flow, the ability to integrate with multiple systems, and building on the success of Pega Technology has helped us accelerate Solution Central to deliver that great customer experience."
The Business Issue
Anthem is one of the nation’s leading health benefits companies. Anthem’s affiliated health plans are giving consumers greater access to care by working with doctors and healthcare professionals to ensure a quality experience. To help deliver these innovative programs, Anthem implemented a next-generation service desktop powered by contextual, relevant decisions.
With Pega Customer Service, Anthem created Solution Central. The desktop service guides back-office associates through processes, making it easier for them to offer a better, frictionless experience to Anthem’s customers. Customer service representatives are given the right content, instructions, and links at the right time, reducing the dependency on training and experience. Solution Central intelligently centralizes and organizes data so that each customer service call is contextual and exceptional.
- Increase member retention
- Increase CSR productivity
- Reduce training time
- Increase brand differentiation
Industry: Healthcare & Life Sciences
Product Area: Customer Service
Challenge: Customer Retention
Challenge: Customer Service