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Case Study

Anthem delivers personalized customer experiences with Pega

  • Needed to offer an exceptional, personalized customer experience
  • Built Solution Central, a desktop service that guides back-office associates through complex processes
  • Achieved a 50% decrease in the amount of training needed for agents

The Business Issue

One of the nation’s leading health benefits companies, Anthem offers consumers greater access to care by working with doctors and healthcare professionals to ensure a quality experience.

Consumer expectations are continuously changing, making personalized service critical. To serve their over 40 million consumers more effectively and simplify work for their agents, Anthem implemented a next-generation service desktop powered by contextual, relevant decisions.

The Solution

Using Pega Customer Service, Anthem created Solution Central, a desktop service that guides back-office associates through complex processes, making it easier for them to offer an improved, frictionless experience to Anthem’s consumers.

Solution Central intelligently centralizes and organizes data so that each customer service engagement is personalized and exceptional. Customer service representatives are given the right content, instructions, and links at the right time, reducing dependency on training and experience.

The Results

For the first time, Anthem has one application capable of spanning the entire enterprise, meaning they can now tap into their agent pool more broadly across multiple segments, effectively breaking down silos.

Pega Customer Service is the heartbeat of Solution Central. Its ability to integrate with multiple systems cut down on implementation time and helped them achieve:

  • Less than 90 days to initial delivery
  • 100 second drop in AHT
  • 11-point increase in NPS
  • 50% decrease in training
  • 60+ processes automated
  • Adoption by over 10,000 users

Their associates can now put more of their time into customer interactions and less time into navigating a complex CRM.

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Tags

Industry: Healthcare Product Area: Customer Service Solution Area: Customer Service