Case Study

UnitedHealth Group: Massive net benefit savings and improved satisfaction

"I've been part of several technology releases even with United and I've never seen this level of success."

The Business Issue

UnitedHealthcare Medicare & Retirement provides health benefits and services to nearly 10 million people. Compliance requirements and the agents' growing need for easier access to customer information made it necessary to quickly build a new contact center solution.

The Solution

UnitedHealthcare selected Pega BPM technology to wrap and renew its legacy contact center desktop systems. Phase 1 of the project included a common intake platform, an end-to-end issue management platform, and behind the scenes enhancements to the existing agent desktops to enable a better customer experience. This initial phase was fully deployed and rolled out to 5,000 agents in under 10 months.

The Results

Customers and agents alike are thrilled with the new platform, and it is also delivering bottom-line benefits:

  • Reduced compliance errors
  • Cost savings
  • Call agent empowerment
  • Customer focused
  • Fast agent adoption
  • Reduced training 75%
  • Quickly adapts to the changing market

Related Resources

  • Hear how UnitedHealthcare Global orchestrates operations with Pega’s Dynamic Case Management.

  • Alere: 96% member satisfaction across 4 million members.

  • Pega Customer Service for Healthcare delivers a unified platform for personalizing interactions and automating processes.

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Tags

  • Industry: Healthcare & Life Sciences
  • Product Area: Platform
  • Challenge: Legacy System Innovation
  • Challenge: Sales Effectiveness